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Human Resource Management

Background of Issue Analysis and Policy Development

Australia Post is an Australian company that provides effective, dependable, and affordable postal, financial, retail, and travel services to its customers within the Australian market (Australia Post, 2016). The company has effectual strategic objectives that includes operating the busines effectively and efficiently, facilitating innovation, creative and having a culture of customer centric that helps accelerate their business effectiveness (Australia Post, 2016). The policy of the organization has been created in order to set a definite procedure and regulations for the employees, stakeholders, and customers to ensure organizational effectiveness in meeting the needs and requirements of business. Besides that, the policy of Australia Post signifies to protect the privacy of its customers and employees in order to safeguard their ethics, values, and integrity effectively (Australia Post, 2016). Thus, the creatin of this policy will help fix the loopholes and ensure organizational effectiveness concerning performance.


The main aim of the conduct policy is to define the appropriate workplace culture and behaviour that every employee of the organization must adhere to effectively (Azevedo, Schlosser and McPhee, 2020). Concerning such fact, Australia Post that is into service business must educate its employees that providing effectual and quality service to customers is vital and essential for the organization to grow and prosper success. The employees and the HR management of Australia Port has been facing issue of providing renumeration to their employees (Australia Post, 2016). Besides that, the absence of receiving renumeration from the company has created a negative impact on employees’ rights and productivity which leads the company in getting increasing customer complaints (Carey, 2020). Thus, the strategic policy of providing training to employees on quality service delivery and a refund policy of 30% to customers in case of any poor service delivery will ensure resolve the issue effectively.


The policy covers the employee and customers issues that the company has been facing due to their poor-quality service delivery. With the implementation of the policy of renumeration to employees in case of increase productivity and additional achievements in winning customers loyalty. This will help employees to work diligently and productively with a hope to receiving renumeration benefits by their delivered performance to the organization. Besides that, the customers will also receive benefit by the policy of refunding 30% from the actual price in case of any poor service delivery. This will help customers to safeguard their expectations and loss of money unnecessarily due to the fault of the company and shall create a positive image within the community it operates business (Azevedo, Schlosser and McPhee, 2020).


The key terms in the policy includes:

  • Renumeration: It is the monetary benefits that the employees will receive based on their productivity and performance delivery to achieve organizational goals and objectives effectively.
  • Quality service: The service quality customer and organization expect from employees of the organization to deliver towards end users.
  • Refund: Whenever there is a case of poor service delivery and customer dissatisfaction, a refund must be provided to customers to safeguard organizational values, ethics, and integrity within the society it operates (Kasemsap, 2019).

Related Policies and Documents

According to the Consumer Rights Act, every consumer has the statutory right to return products for which they are not satisfied and the company must initiate the refund process effectively (Australian Competition and Consumer Commission, 2020). This indicates that the policy of refund if customer sis not satisfied with service delivered by the organization then this act will play a key role in ensuring legislation effectiveness asper governmental norms. Besides that, according to the Fair Work Act 2009, which is imposed by Australian federal register of legislation indicates that every employee of the organization has the rights and responsibilities of employees, employers, and overall organization in connection to the employment (Legislation.gov.au, 2020). This signifies that the renumeration policy if any employee performs as expected and achieving more than set the goals, the company shall provide monetary benefits to that particular employee.

Policy Statement

The policy statement of Australia Post includes governing principles, procedures, plan, and understanding which guides the action effectively. All the employees of the organization must adhere to the set policies by the management to ensure a smooth flow of operation and progress towards growth and success. The potential employee who contributes their value and time towards achieving organizational goals and objectives are entitled to receive monetary benefits such as rewards, recognition, and incentives. Compliance with the organizational culture of collaboration, cooperation, and mutual contribution in reaching set organizational goals is essential and any non-compliance will lead to either suspension from employment or resignation in case of extreme drastic situations. The recruitment and selection of employee will under the Fair Work Act 2009 of Australian government and there will be no biasness and embracement of cultural and gender diversity (Legislation.gov.au, 2020). 


The following is the flow chart concerning the steps involved in the process of recruitment, selection, and retention of employees for an organization.

  • Recruitment: In this step, the HR executive or hiring manager looks for candidates from various sources of recruitment portals to attract talents to bring them for interview and screening to identify their capabilities, skills, knowledge, and potentiality to handle the job position effectively (Bogatova, 2017).
  • Selection: Once the hiring manager screens a pool of candidates through interviews and tests, next step is of selection the potential candidates to handle the vacancy and required position efficiently. It has to be done by collecting adequate information about candidates and assess their applications and abilities to held employers to extend the offer of job to the selected candidate (Bogatova, 2017).
  • Retention: Preserving skilled and potential candidates is an essential factor to consider by employers and HR managers. Acquiring a right candidate for the right job is challenging; however, more complex is to retain that particular employees within the organization to gain effectiveness. In such case, rewards, additional benefits, recognition, and incentives are the aspects that helps employers to retain such potential employees effectively (Bogatova, 2017).

Grievance Procedures

Grievances procedures is an essential aspect for an organization and for the HR managers as well. Primarily, it indicates the procedures of dispute resolutions to solve any type of complaints files by the employees, stakeholders, competitors, and customers. It has to be of hierarchical structure that comprise of line managers and executives to quickly and effectively resolve the complaints or grievances effectively (Otoo, 2019). The steps include:

  • Formal meeting with the employee to know his/her grievances or complaints that made him/her dissatisfied that are related to workplace conditions.
  • Investigate the grievances concerning who was responsible, who handled it, and how come it has occurred (Christopher, 2019).
  • After the conclusion of investigation and all the information established, an effectual decision will be made such as acceptance of complaint or rejection.
  • Next is grievance appeal where the employee can appeal for a further investigation after his/her grievance appeal gets rejected. In such case, the case to be reviewed and make decision based on the findings (Christopher, 2019).


Concerning the organizational policy, every employee of the organization is involved for the policy and its effectiveness. Besides that, it is the HR managers who are responsible to act and manage the policy effectively to ensure its effectiveness within the workplace by every employee. The HR managers are responsible for looking at every employee and identify whether they are adhering to the polices or not, and in case of non-compliance, the HR manager may take action against the offender by means of penalty or suspension (Barclay and Kang, 2019).

References for Issue Analysis and Policy Development

Australia Post, 2016. Australia Post: Our Management Approach. [online] Auspost.com.au. Available at: <https://auspost.com.au/annualreport2016/assets/downloads/AusPost_AR14_Disclosure_On_Management_Approach.pdf>

Australian Competition and Consumer Commission, 2020. Consumer Rights & Guarantees. [online] Australian Competition and Consumer Commission. Available at: <https://www.accc.gov.au/consumers/consumer-rights-guarantees>

Azevedo, M., Schlosser, F. and McPhee, D., 2020. Building organizational innovation through HRM, employee voice and engagement. Personnel Review, pp.211-254.

Barclay, L. and Kang, J., 2019. Employee-Based HRM: Bereavement Policy in a Changing Work Environment. Employee Responsibilities and Rights Journal, 31(3), pp.131-148.

Bogatova, M., 2017. IMPROVING RECRUITMENT, SELECTION AND RETENTION OF EMPLOYEES Case: Dpointgroup Ltd. [online] pp.148-198. Available at: <http://urn.fi/URN:NBN:fi:amk-201703163369>

Carey, A., 2020. Australia Post Responds to Hundreds of Delivery Complaints. [online] NewsComAu. Available at: <https://www.news.com.au/finance/business/other-industries/australia-post-responds-to-hundreds-of-complaints-about-delivery/news-story/7a3171055b1cc7eca72aff0db765dbce>

Christopher, N., 2019. The effectiveness of HRM policies and practices. International journal of social sciences, pp.116-136.

Kasemsap, K., 2019. Promoting Strategic Human Resource Management, Organizational Learning, and Knowledge Management in Modern Organizations. Advanced Methodologies and Technologies in Business Operations and Management, pp.879-891.

Legislation.gov.au, 2020. Fair Work Act 2009. [online] Legislation.gov.au. Available at: <https://www.legislation.gov.au/Details/C2018C00512>

Otoo, F., 2019. Human resource management (HRM) practices and organizational performance. Employee Relations: The International Journal, 41(5), pp.949-970.

Remember, at the center of any academic work, lies clarity and evidence. Should you need further assistance, do look up to our Management Assignment Help

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