A customer is claiming that one of my subcontractor’s employees harassed his girlfriend during a move. He wrote about it in a public review instead of contacting us directly. We have a harassment policy for our employees, but not explicitly for subcontractors’ staff. What steps should I take to handle this responsibly and legally?
Start by documenting everything related to the incident, including the complaint and your planned actions. It’s important to show you’re proactive.
Dell said:
Start by documenting everything related to the incident, including the complaint and your planned actions. It’s important to show you’re proactive.
What does ‘document everything’ mean exactly?
@Shan
It means keeping detailed records of the complaint, any investigations you do, and any steps you take to address it.
It might be worth revisiting your contract with the subcontractor. You could add a clause requiring anti-harassment training for their employees.
Vale said:
It might be worth revisiting your contract with the subcontractor. You could add a clause requiring anti-harassment training for their employees.
How do I add that without it looking like I’m controlling their staff?
@Pax
Word it carefully. You’re setting expectations, not managing their employees. A lawyer can help with the phrasing.
When responding to the customer, focus on acknowledging their concerns without admitting any wrongdoing on behalf of your company.
Sage said:
When responding to the customer, focus on acknowledging their concerns without admitting any wrongdoing on behalf of your company.
Why not apologize directly? Wouldn’t that help de-escalate things?
@Zen
An apology could be seen as admitting fault. You can still express concern without taking responsibility.
Investigating thoroughly is key. Talk to your subcontractor and gather information from all sides to get a clear picture.
Vic said:
Investigating thoroughly is key. Talk to your subcontractor and gather information from all sides to get a clear picture.
Should I involve the accused worker in the investigation?
@Tatum
Yes, but let the subcontractor lead. You don’t want to overstep your role as the client company.
You don’t have to give the customer the accused’s personal info. Citing privacy laws can be a valid reason to withhold it.
Merlin said:
You don’t have to give the customer the accused’s personal info. Citing privacy laws can be a valid reason to withhold it.
Do I need to consult a lawyer before refusing to share the info?
@Gentry
It’s always a good idea to check with a lawyer first, but privacy laws in most places should cover you.