Internal Complaint Review: An Understanding Reading Answers

Internal Complaint Review: An Understanding Reading Answers contains 6 questions and belongs to the assessment system of the IELTS General Reading test. Internal Complaint Review: An Understanding Reading Answers must be answered within 10 minutes. In this IELTS reading section, question types include: Choose ONE WORD ONLY for each answer. Internal Complaint Review: An Understanding Reading Answers offers a comprehensive overview of the Internal Complaint Review process ensuring confidential, unbiased handling of employee grievances to promote fairness, accountability, and a respectful work environment. To practice similar reading tests, candidates can refer to the IELTS Reading Practice Test section.

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Topic:

Organisations today are expected to uphold ethical conduct and provide a fair work environment. One of the key measures to ensure this is the Internal Complaint Review process, designed to handle employee grievances confidentially and effectively.

At most workplaces, the process begins when an employee submits a formal complaint—usually in writing—to the Human Resources (HR) department. Complaints may range from harassment and discrimination to unfair treatment or violations of company policy.

Once received, HR assigns a review officer or committee to assess the claim. The review typically includes interviewing the complainant, the person(s) involved, and any witnesses. All information is documented, and confidentiality is maintained throughout. The aim is to establish facts without bias and resolve the matter through appropriate action, which may involve mediation, formal warnings, or even termination in severe cases.

Timeframes vary depending on the seriousness of the issue, but most reviews are concluded within 30 working days. Both the complainant and the accused are informed of the decision. If either party is dissatisfied, they may appeal to senior management or an external body.

Employees are encouraged to speak up, as the review process is a protected activity, meaning retaliation against complainants is strictly prohibited.

Ultimately, the Internal Complaint Review system is vital for maintaining trust, transparency, and a respectful workplace culture.

Questions 15-20

Choose ONE WORD ONLY for each answer.

15. Employees usually need to submit complaints in …………………

Answer: writing

Supporting statement: “...when an employee submits a formal complaint—usually in writing—to the Human Resources...”

Keywords: submit, complaint, writing

Keyword Location: Paragraph 2

Explanation: Complaints are typically submitted in writing to initiate the process.

16. The complaint review is usually conducted by a …………………… or committee.

Answer: officer

Supporting statement: “HR assigns a review officer or committee to assess the claim.”

Keywords: review officer, committee

Keyword Location: Paragraph 3

Explanation: Either an officer or a committee conducts the complaint review.

17. During the review, all …………………. is kept confidential.

Answer: information

Supporting statement: “All information is documented, and confidentiality is maintained throughout.”

Keywords: information, confidentiality

Keyword Location: Paragraph 3

Explanation: Information gathered during the review is kept confidential.

18. In serious cases, possible actions include mediation, formal warnings, or ……………..

Answer: termination

Supporting statement: “...appropriate action, which may involve mediation, formal warnings, or even termination...”

Keywords: termination, serious cases

Keyword Location: Paragraph 3

Explanation: In serious cases, termination may be one of the disciplinary actions taken.

19. The final decision is communicated to both the complainant and the ……………….

Answer: accused

Supporting statement: “Both the complainant and the accused are informed of the decision.”

Keywords: complainant, accused, informed

Keyword Location: Paragraph 4

Explanation: The outcome is communicated to both involved parties.

20. Complainants are protected from ……………….. during the review process.

Answer: retaliation

Supporting statement: “...the review process is a protected activity, meaning retaliation against complainants is strictly prohibited.”

Keywords: protected, retaliation

Keyword Location: Paragraph 5

Explanation: Complainants are protected from retaliation during and after the review process.

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