Product Overview

Summary: This Complaint Resolution Standard Operating Procedure provides a clear, defensible framework for receiving, assessing, and resolving complaints in an Australian workplace context. It helps organisations respond consistently, protect psychological safety, and demonstrate compliance with WHS and fair work obligations while preserving customer and employee trust.

Complaints, whether from workers, customers, contractors or the public, are an early warning system for organisational risk. Handled well, they can prevent disputes, claims and reputational damage; handled poorly, they can escalate into formal grievances, workers’ compensation claims for psychological injury, Fair Work or WHS regulator involvement, and negative online reviews. This Complaint Resolution Standard Operating Procedure sets out a structured, step-by-step method for capturing, investigating and resolving complaints in a way that is fair, timely and fully documented.

Tailored for Australian workplaces, the SOP aligns with WHS duties around psychosocial hazards, anti-bullying and harassment obligations, and fair and reasonable management action. It defines who does what, by when, and how, from the first point of contact through to closure and follow-up. By implementing this procedure, businesses can demonstrate procedural fairness, reduce the risk of inconsistent or emotionally driven responses, and create a safer environment for staff to raise concerns without fear of victimisation. The result is a practical, ready-to-use framework that supports both legal compliance and a positive, service-focused culture.

Key Benefits

• Standardise how complaints are received, triaged, investigated and resolved across all teams and locations.
• Reduce the risk of disputes escalating into formal grievances, legal claims or regulator complaints.
• Demonstrate compliance with Australian WHS, Fair Work and anti-discrimination obligations relating to complaints and psychosocial hazards.
• Protect workers’ psychological safety by providing clear, confidential and non-retaliatory pathways to raise concerns.
• Improve service quality and reputation by capturing complaint data and feeding insights into continuous improvement.

Who is this for?

• Business Owners
• People and Culture (HR) Managers
• WHS Managers
• Contact Centre Managers
• Customer Service Team Leaders
• Practice Managers (Healthcare and Allied Health)
• Operations Managers
• Office Managers
• Return to Work and Injury Management Coordinators
• Compliance and Risk Managers

Included Sections

• 1.0 Purpose and Scope
• 2.0 Definitions (Complaint, Grievance, Bullying, Harassment, Victimisation, Psychosocial Hazard)
• 3.0 Roles and Responsibilities
• 4.0 Types and Sources of Complaints (Internal and External)
• 5.0 Complaint Lodgement Channels and Accessibility
• 6.0 Confidentiality, Privacy and Non‑Retaliation Principles
• 7.0 Complaint Intake and Acknowledgement Process
• 8.0 Triage, Risk Assessment and Prioritisation (Including Psychosocial Risk)
• 9.0 Informal Resolution Options and Early Intervention
• 10.0 Formal Investigation Process and Procedural Fairness
• 11.0 Communication with Complainants and Respondents
• 12.0 Resolution, Outcomes and Remedial Actions
• 13.0 Escalation, Review and Appeal Pathways
• 14.0 Interface with WHS, HR, Fair Work and Regulator Reporting
• 15.0 Recordkeeping, Documentation and Evidence Management
• 16.0 Monitoring, Trend Analysis and Continuous Improvement
• 17.0 Training, Consultation and Communication Requirements
• 18.0 Related Policies, Procedures and Supporting Documents

Legislation & References

• Work Health and Safety Act 2011 (Cth) and harmonised state and territory WHS Acts
• Work Health and Safety Regulations 2011 (Cth) and equivalent state and territory regulations
• Safe Work Australia – Model Code of Practice: Managing psychosocial hazards at work
• Safe Work Australia – Guide: Preventing workplace bullying
• Fair Work Act 2009 (Cth) – General protections and anti-bullying provisions
• Australian Human Rights Commission Act 1986 (Cth) – Discrimination and harassment
• AS/NZS ISO 10002:2014 – Customer satisfaction – Guidelines for complaints handling in organizations
• AS ISO 45003:2021 – Occupational health and safety management – Psychological health and safety at work