Research shows that customer service and sales are two areas where high levels of fraud have been identified. An organisation that invests in a well planned Customer Experience (Cx) Management Program is more likely to have customers who: respond positively; trust the company and staff; maintain a positive cycle/relationship with the organisation; remain loyal to the brand; and provide a higher Net Promoter Score […]

It should be noted that under Section 387 of the Fair Work Act, in subsection “(d) any unreasonable refusal by the employer to allow a person to have a support person present to assist at any discussions relating to dismissal may be considered as part of the criteria for considering harshness etc.” Although the FWA […]

It is not uncommon especially when the outcome is disputed, for an employee subject of a complaint or grievance to claim that the investigation was unfair or investigator was biased or perhaps a conflict of interest existed, especially if there is an adverse finding. How do you counter an employee’s claim that you may be biased […]