Deep Dive Into Complaint Mechanism

On the 23rd of January, the D&I Club empowered by BCGE conducted a workshop centered on the third subtopic, “𝐂𝐨𝐦𝐩𝐥𝐚𝐢𝐧𝐭 𝐌𝐞𝐜𝐡𝐚𝐧𝐢𝐬𝐦,” within the focus area for 2023-2024: “𝐀𝐧𝐭𝐢-𝐇𝐚𝐫𝐚𝐬𝐬𝐦𝐞𝐧𝐭, 𝐀𝐧𝐭𝐢-𝐁𝐮𝐥𝐥𝐲𝐢𝐧𝐠, 𝐚𝐧𝐝 𝐍𝐨𝐧-𝐃𝐢𝐬𝐜𝐫𝐢𝐦𝐢𝐧𝐚𝐭𝐢𝐨𝐧 𝐏𝐨𝐥𝐢𝐜𝐲.” The workshop drew active participation from D&I Clubbers who are HR and DEI professionals from BCGE member organisations.

On the day, our Country Director, Daw Kyawt Kay Thi Win, shared the D&I Club’s journey for the year 2023-2024 as well as the technical insights on complaints mechanism exploring the topics of characteristics of effective complaints mechanism, key processes in handling and resolving a complaint, things to consider for disciplinary measures, and many more.

Our interactive workshop guided by the adept facilitation of group leaders for subtopic 3, Ko Zarni Htun, SPHRi, Ma Thazin Win, and Ma Yadanar Tun, along with support from BCGE coordinators, the discussions of the day proved to be both insightful and engaging.

Summarising the discussions, several crucial insights emerged:
🔸 Organisations predominantly designate HR, Complaint Handling Committees, and Supervisors/Line Managers, and more as 𝐜𝐨𝐦𝐩𝐥𝐚𝐢𝐧𝐭 𝐜𝐡𝐚𝐧𝐧𝐞𝐥𝐬.
🔸 The 𝐫𝐞𝐜𝐞𝐢𝐩𝐭 𝐨𝐟 𝐜𝐨𝐦𝐩𝐥𝐚𝐢𝐧𝐭𝐬 commonly occurs through various channels, including complaint forms, emails, suggestion/mailboxes and so on.
🔸 Regarding 𝐫𝐞𝐬𝐨𝐥𝐯𝐢𝐧𝐠 𝐜𝐨𝐦𝐩𝐥𝐚𝐢𝐧𝐭𝐬, organisations follow a structured process, encompassing receiving the case, identifying, recording, reporting; then interviewing respective persons, collecting evidence and holding discussions; to making decision, taking action, and reporting to management. In significant scenarios, organisations first acknowledge the complaint, organise an investigation comittee, keep things confidential, then proceed analysing, hold discussions with respective persons, provide response to the complainant, and finally close the case and make future plans.
🔸 Organisations treat all complaints seriously, irrespective of severity, applying the discussed elements, 𝐭𝐚𝐤𝐢𝐧𝐠 𝐝𝐢𝐬𝐜𝐢𝐩𝐥𝐢𝐧𝐚𝐫𝐲 𝐚𝐜𝐭𝐢𝐨𝐧𝐬, and expressing a commitment to conduct awareness-raising activities on harassment, bullying, and discrimination.

In conclusion, the workshop focusing on “Developing Anti-Harassment, Anti-Bullying, and Non-Discrimination Policy” with an in-depth exploration of the “Complaint Mechanism” was a resounding success. Looking ahead, the D&I Club anticipates exciting plans in the coming months.

As an inclusive employer, KBZ Bank proudly supported this exciting D&I Club workshop.

In April 2024, D&I Clubbers will meet again to discuss the subtopic 4, “Architecting Infrastructure” and subtopic 5, “Communication & Awareness.” Stay tuned for more updates as these crucial discussions unfold!

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