SBS 601 How to Handle Anonymous Complaints from Employees

Question:

What Should Our Company Do When An Employee Files a Complaint But Wishes To Remain Anonymous?

Answer:

When an employee sends an anonymous complaint, it can be tricky for a company to handle. Let’s take a hypothetical situation: Emma, an HR manager at a medium-sized tech company, receives an anonymous email alleging that a supervisor, Tom, is creating a hostile work environment. The message doesn’t give specifics.

Here are some best practices for Emma.

• Take Every Complaint Seriously: Even though the complaint is anonymous, it’s important to treat it with the same seriousness as any other complaint. Ignoring it could lead to bigger problems down the road.
• Investigate Carefully: Emma should start by looking into the complaint, even if it’s vague. She can review Tom’s behavior and interactions with his team without revealing the complaint’s existence. She can also check if there have been similar complaints in the past.
• Respect Privacy: While investigating, it’s crucial to keep things confidential. Emma shouldn’t tell Tom or others about the anonymous complaint unless absolutely necessary.
• Create a Safe Environment: Emma should ensure that employees feel safe to voice their concerns. She can remind everyone about the company’s policies on harassment and discrimination and the importance of a respectful workplace.
• Encourage Open Communication: It’s good to encourage employees to come forward with their concerns, even if they choose to stay anonymous. Emma can remind them of the different ways they can report issues, like through a suggestion box or a confidential hotline.

Understandably, some employees might be hesitant to put their name on a complaint. Emma can work on building a culture where employees feel comfortable coming forward. Here’s how:

• Promote a Culture of Trust: If employees trust their HR team and feel that their concerns will be taken seriously, they may be more likely to share their names. Emma can work on building this trust through regular communication and by being approachable.
• Explain the Process: Sometimes employees are anonymous because they’re not sure what will happen after they make a complaint. Emma can explain the process to all employees, so they know what to expect and feel more comfortable.
• Offer Multiple Reporting Options: Providing different ways to report issues can help. For example, a direct talk with HR, a confidential email, or a meeting with a trusted manager can be options.
• Assure Confidentiality and Non-Retaliation: Employees often fear retaliation. Emma should reassure them that their identity will be protected and that the company has a strict non-retaliation policy.

Handling anonymous complaints can be challenging, but with a careful approach and a focus on creating a trusting and open work environment, Emma can address these issues effectively and maintain a positive workplace culture.

Send in your questions using this link and I will answer them on an upcoming show! https://podcasters.spotify.com/pod/show/small-business-spoonfuls/message

Until next time, Be Audit-Secure ™!

Lisa Smith, SPHR, SCP