PROGRAMME : BIOMEDICAL SCIENCES

COURSE : LANGUAGE AND COMMUNICATION SKILLS

COURSE CODE : SBS 101
LECTURER : MR T.H LUZANE
TOPIC:HOW TO PRESENT COMPLAINTS AT WORK

DONE BY: ELEANOR B. TIRIVANHU N02315965E

BUHLE E. DUBE N02316237N
MT HOKOZISI KHUMALO N02316130P
JUSTICE DUBE N02316692Q
ANELE NDLOVU N02316418Y
OBJECTIVES
Definition of a complaint

Factors to be considered when placing a complaint

Steps to be followed when making a complaint

What is a complaint?
A complaint in a work setting is any expression of dissatisfaction or concern about something
related to the work place, for example complaining about working conditions , complaint about
a co-worker or supervisor(Mcoley,2022).
Types of complaints
1.Formal complaint - this is written document filled with the appropriated authority, it has got
a specific procedure that must be followed.
2.Informal complaint- verbal complaint that may or may not be documented , these can be made
to a supervisor or another appropriate person and may be through discussion and mediation.
3.Anonymous complaints –these are made without identifying the complaint
FACTORS TO BE CONSIDERED
WHEN PLACING A COMPLAINT
1. The severity of the issue and whether it is something that can be resolved without making a
complaint – to help determine the appropriate course of action for example
Rude comment by a co-worker – minor
Ongoing harassment or discrimination-major
2. Potential consequences of making a complaint , both for yourself as the complainant and the
subject(s) of the complaint for example;
Complainant – risk of retaliation in the form of unfair treatment , loss of opportunities
termination of employment.
Subject of the complaint – risk of negative publicity or damage to their reputation.
Steps to follow when making a formal
complaint.
Identify company policies
-start by reading and understanding the company’s policies regarding complaints and conflict
resolution. These policies will outline how to address complaints and the steps to follow
(most companies have a process for making complaints which usually involve filling out a form
or writing a letter).
 Contact Supervisor or Human Resource (HR)
-If possible,speak directly to your supervisor about the issue causing the complaint.If the isuue
involves your supervisor, one can contact the HR department.
Put your complaint in writing
-Draft a formal letter or statement clearly outlining the issue that is the subject of your
complaint.Be fanctual, provide examples and mention relevant individuals or incidents.
Keep records of documentation
-Make sure to keep copies of the letter or statement you wrote regarding your complaint and
any related communication.
Follow company Protocol
-continue to follow the process set forth by the company on how to address complaints.This
may involve conflict resolution meeting or internal investigations.
Maintain records
Keep a record of conversations, emails or any actions taken during the resolution of your
complaint for future reference or documentation.
 Format in writing a formal letter addressing a
complaint at a company setup.
Sender’s information
-Here it’s when one includes their name,address,phone number and email address at the top of
the letter
Date
-Add the date of when you are writing the letter
Recipient’s information
-Include the recipient’s name, title. Company name and address.
Subject line
-write a clear concise subject line that briefly summarises the purpose of the letter.
Salutation
-begin the letter with a formal salutation such as Dear (Recepent’s name)
Introduction
-In the opening paragraph state the reason for writing the letter and provide a brief overview
of your complaint.
Details of the complaint
-In the following paragraphs, provide detailed information about the issue including relevant
dates, names of involved individuals and any supporting evidence.
Impact
- Describe how the issue has impacted you or the company and highlight why it is important to
address it.
Request for resolution
-Clearly state what what you are requesting as a resolution to the issue.
Closing
-End the letter with a polite closing such as sincerely or Yours faithfully.
Enclosures
-If you are including any documents,list them under enclosure at the end of the letter.
Proofread
-Before sending the letter, make sure to proofread it for any errors in grammar, spelling or
punctuation.
NB(Remember to make a copy of the letter for your records before sending it to the appropriate

recipient in the company)

What to do when your complaint has not been
attended to even after sending the complaint letter.
If you have submitted a letter of complaint to your employer and have not received a response
within reasonable amount of time , it is important to follow up.
One can do so by sending a follow-up letter or email to the person you originally sent the
complaint to or by speaking with them in person.
It is important to be polite and respectful in your follow-up, as this will help to ensure that your

complaint is taken seriously.

Conclusion
It is important to approach complaints with a constructive mindset, focusing on finding
solution and fostering a culture of open communication and problem solving in the workplace.
References
Mccoley Awil Hassan (2022). E-grievance System in local government:Case Study,Amsterdam.the
Netherlands.Master of Science in Geo-information Science and Earth
Observtion,Specialisation(Land Administration).Uviversity of Twente.

Ali Ramli (2019,April 27). E-Complaint Service of MPJBT Complaint Unit.(Leong,W.S.,Interviewer)

Amit Kumar(2020).Participatory GIS for e-Governance and Local Planning:A case Study in
Different Environments on its Applicability.Map World Forum.22-25.January.Hyderabad,India.

Aberdeen Group(2021).Collaborative Asset Maintenance Strategies.Accessed on February

14,2024 from http://www.actenum.com/files/Aberdeen_CAMS_REORT.pdf.
THANK YOU