Defence

Defence Personnel Executive

Achieving better outcomes

The Fairness Resolution Branch brings a new approach to business.
Photo supplied by DPE

By Gai Brodtmann

We've all seen it before—so-called 'change' that manifests itself in a new name plate, a fresh run on the business cards, and that is about the extent of it. That's not the case with the new Fairness and Resolution Branch.

Defence's new one-stop shop for resolving complaints is completely overhauling its approach to business, not just integrating the Complaint Resolution Agency, the Defence Equity Organisation and the Directorate of Alternative Dispute Resolution and Conflict Management.

The aim is to offer a more personal service based on solutions, not process. According to Acting Director-General, Di Harris, the new approach is about working with people to help them identify ways in which they may be able to resolve an issue themselves.

'Where this is not possible,' she said, 'we can still help to identify realistic outcomes that might be pursued, and strategies to achieve them. We want to make our clients part of the resolution process.'

Process dictating the outcome

'In the past, people would often lodge a complaint and then feel it should be resolved by others. Often the way the complaint was submitted dictated how it was processed and managed. And once it was on track, the approach rarely varied. So the track determined the outcome.

'Clients' lack of awareness of the informal options available—such as self-resolution, mediation and conflict coaching—often meant going down the formal resolution path, which could be highly adversarial, "head on head" and resulted in a clear winner and loser,' Ms Harris noted.

Getting in early

The new branch will be more involved in the management of complaints from the earliest stages. So it won't be just about dealing with the complaint, but managing the issue.

'Once we've received a redress of grievance from a unit, for example, we will get in touch with the member and outline what the process will entail and how long we expect it will take,' said Ms Harris.

'We can also talk to them, if appropriate, about the range of resolution options that they may not have considered before. It could be an interpersonal issue, where a better outcome may be achieved outside the formal redress of grievance process.

'We will also provide meaningful updates on the progress of their complaint, so clients will be kept informed every step of the way'.

Highlighting options

'Quite often people lodge a complaint with a fixed idea about how it should be resolved, which is sometimes limited by their knowledge of the resolution options.

'By talking through a broader range of options, through a kind of education process, people will be able to work with us to assess the best way to manage an issue. This creates opportunities for people to resolve their own complaints, making the lodgment of a formal complaint no longer necessary.

'Equally, commanders and managers may not be aware that there are other options for dealing with issues, once a formal complaint has been lodged. We can help people identify these other options.

'When complaints can be fairly and amicably resolved in the early stages we can limit the emotional cost to the individual and to the organisation. This is often much more important than the actual dollar cost of the complaint management process,' she said.

Qualified team

The new branch brings to this approach a team of more than 50 experienced and qualified people.

'Our team has a unique depth and breadth of experience. We have male and female staff, military and civilian, who understand the environment in which we serve.

'Our aim is to have all our staff skilled across the range of complaint resolution options, so it doesn't matter who takes the call, they will be able to assist clients in a confidential, impartial and independent way,' said Ms Harris.

Problem solving

'Our business is to help people sort out their own problems—be they Australian Defence Force members, civilian staff, commanders, managers or supervisors.

'Our new approach allows us to explore a range of formal and informal options to do that—options that best fit individual and organisational needs.

'That said, the existing formal mechanisms are still necessary in some cases—for example, in dealing with unacceptable behaviour such as harassment and bullying. There is no room for this kind of behaviour in Defence,' she said.

For further information have a look at the Complaint Resolution Agency site at http://defweb.cbr.defence.gov.au/dpecra/. You can also email any area within the branch at complaint.resolution@defence.gov.au.

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