Policy Name: Grievance Mechanism Policy
Policy Owner: J.CO Logistics Pty Ltd
Effective Date: 01/07/2025
Review Date: 30/06/2026
Version: 1.0
Purpose: To establish a clear, fair, and efficient process for resolving grievances raised by Woolworths Online CSAs delivering from stores to customers' homes. This policy aims to ensure compliance with Australian legal requirements, operational standards, and social responsibility principles, and to promote a positive working environment for all Woolworths Online CSAs.
Scope: This policy applies to all Woolworths Online CSAs engaged in deliveries from stores to customers' homes under the J.CO Logistics management. It outlines how grievances related to workplace issues will be raised, investigated, and resolved.
Policy Statement: J.CO Logistics is committed to providing a safe, respectful, and fair working environment. We recognise that grievances may arise, and we are dedicated to addressing these concerns promptly and effectively. We adhere to Australian legal standards including the Fair Work Act 2009 and Work Health and Safety Act 2011, anti-discrimination legislation, and other relevant laws. We aim to ensure that all grievances are promptly investigated and resolved in a lawful and equitable manner.
1. Definition of Grievance
A grievance is any formal or informal concern, complaint, or dissatisfaction related to the work environment, treatment, or operational procedures experienced by Woolworths Online CSAs. Grievances can relate to, but are not limited to:
- Disputes related to working conditions
- Concerns about health and safety
- Complaints about management or supervisory practices
- Wage disputes or compensation issues.
- Disputes regarding adherence to company policies or procedures
2. Reporting a Grievance
2.1. Initial Reporting
CSAs are encouraged to report grievances to their immediate supervisor, manager or designated contact person. If the grievance involves the supervisor/manager or if the grievant prefers not to discuss the issue with the supervisor/manager, they may report the grievance directly to the J.CO Logistics business owner.
Reporting Channels:
- In-Person: Discuss the issue with a supervisor, manager, designated person, or J.CO Logistics business owner.
- Email: Submit a detailed written grievance to operations@jcologistics.net
- Phone: Call your designated J.CO contact on shift to report the grievance
- Linfox: Use the dedicated hazard report form found on the J.CO Links Hub Page for concerns and complaints.
2.2. Confidentiality
All grievances will be handled with the utmost confidentiality, ensuring that information is shared only on a need-to-know basis. The identity of the individual raising the grievance will be protected to the extent possible.
2.3 Non-Retaliation Commitment
No CSAs will face retaliation or adverse treatment for raising a grievance in good faith or participating in the grievance process. Any act of retaliation against a complainant will result in strict measures, including disciplinary action.
3. Grievance Resolution Procedure
3.1. Acknowledgment
The recipient of the grievance will acknowledge its receipt within 2 business days, providing the grievant with an overview of the resolution process, and expected timelines.
3.2. Investigation
An impartial investigation will be conducted to gather all relevant facts. The investigation process includes:
- Interviewing the Grievant: The individual raising the grievance will be interviewed to understand the nature and details of the concern
- Gathering Evidence: Relevant documents, emails, statements, or any other relevant evidence
- Interviewing Witnesses: If applicable, interviewing any witnesses or involved parties
- The investigation should be completed within 30 business days from the acknowledgment of the grievance.
3.3. Resolution
Upon concluding the investigation, a resolution will be proposed. This may include:
- Corrective Actions: Implementing changes to address the grievance and prevent recurrence
- Disciplinary Actions: Taking appropriate actions if the grievance involves misconduct.
- Mediation: Facilitating discussions between involved parties to reach a mutual agreement.
The proposed resolution will be communicated to the grievant within 10 business days following the conclusion of the investigation.
3.4. Appeal
If the grievant is not satisfied with the resolution, they may submit an appeal within 5 business days of receiving the decision. The appeal must be submitted in writing to the J.CO Logistics business owner within 5 business days of receiving the resolution.
The appeal will be reviewed by an impartial individual or team not involved in the initial investigation. A final decision will be communicated within 10 business days of receiving the appeal.
4. Monitoring and Review
4.1. Monitoring
All grievances and their resolutions will be documented and periodically reviewed to ensure the effectiveness of the grievance procedure and to identify areas for improvement.
4.2. Review
This policy will be reviewed annually, and updates will be made as required to reflect any changes in laws, industry standards, operational procedures or best practices.
5. Legal Compliance and Social Responsibility
This policy complies with all relevant laws and regulations, including but not limited to:
- Work Health and Safety Act 2011
- Fair Work Act 2009
- Anti-discrimination laws and other relevant Australian legislation
This policy aligns with our commitment to social responsibility, upholding workers' rights and fair treatment in the workplace and fostering a positive work environment.
6. Attachments
To ensure the effective application of this policy, following templates are attached as reference:
- CSA Grievance Form: For CSAs to submit their grievances formally.
- Grievance Resolution Template: Used to document and communicate the outcome of a grievance resolution.
- Grievance Record Template: For tracking and monitoring grievances and their outcomes
7. Contact Information
For any questions regarding this policy or to report a grievance, please contact:
Supervisor/Manager: AM - Para Pathak 0452 239 005, PM Jarred 0416 845 844
Designated contact person: Jarred Ortiz 0416 845 844
Subcontractor Business Owner: Jamie Ortiz 0499 005 306
Email: operations@jcologistics.net
Phone: 1800 332 333