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 […]
An employer has been granted access to a former manager’s USB devices, after the Federal Court found it might have grounds to to take action him for breaching his contractual confidentiality obligations. The national sales manager of Toll NQX resigned in August 2016, and two months later started working as a business development executive with competitor […]
Centium is pleased to announce our appointment to RAMROC's Regional Panel of Conduct Reviewers. The Riverina and Murray Regional Organisation of Councils (RAMROC) represents the interests of eighteen Member Councils in the Murray and Western Riverina region of NSW. Under the Local Government Act 1993 and the 2013 Model Code of Conduct framework, Councils are required to […]
Our client's revenue stream that is in excess of $600 million annually, comprises of dues that are collected and paid to our client by external private sector organisations. Since 2011, our engagement, which involved analysing data, performing process reviews and investigating the collection and payment of these dues by these organisations, identified significant shortfalls. These […]
While it may be argued that swearing has become more acceptable in general use, swearing in the workplace may not be. It is important to note that swearing at work may constitute bullying, harassment or discrimination depending on the circumstances. What do employers need to consider when deciding if they should or are able to take […]
A decision by the Fair Work Commission has outlined the issues relating to employees making public comments on Facebook outside of work hours however it has also highlighted the necessity for employer to ensure that matters such as this are properly investigating before jumping to a conclusion. Mr Nirmal Singh was a casual baggage handler employed by Aerocare […]
The new Motor Accident Injuries Bill 2017 was passed by both Houses of Parliament on 30 March 2017. The bill introduced a new New South Wales compulsory third-party (CTP) insurance scheme for people who are injured or lose their life as a result of a motor accident. A notable amendment to the bill introduced to […]
