Product Overview

Summary: This SOP provides a clear, consistent framework for managing workplace conflict and handling complaints in line with Australian WHS and Fair Work expectations. It helps organisations respond to issues early, fairly and lawfully, reducing the risk of psychological harm, grievances, claims and reputational damage.

Unresolved conflict and poorly handled complaints can quickly escalate into formal disputes, workers’ compensation claims, bullying or harassment allegations, and psychological injury. In the Australian context, employers have a clear duty to manage psychosocial risks, including conflict, under WHS legislation and to provide fair and transparent complaint processes under employment law. This Conflict Resolution and Complaint Handling SOP gives your organisation a practical, step-by-step method to receive, assess, respond to and resolve issues before they become costly and damaging.

The procedure defines how workers can raise concerns, how managers should respond, and the standards of confidentiality, impartiality and procedural fairness that must be met. It integrates early intervention, informal resolution options, and structured formal processes, including investigation and outcome communication. By implementing this SOP, businesses create a psychologically safer workplace, demonstrate compliance with WHS obligations around psychosocial hazards, and build trust that concerns will be taken seriously, handled respectfully and resolved in a timely, consistent and defensible manner.

This SOP is designed to be adaptable across industries and organisation sizes, from small businesses through to larger enterprises. It supports leaders to have difficult conversations, document decisions appropriately, and know when to escalate matters or seek external support. It also provides clarity for workers on what to expect when they lodge a complaint, minimising confusion and perceptions of bias or unfairness.

Key Benefits

• Provide a clear, fair and transparent pathway for employees to raise and resolve complaints.
• Reduce the risk of psychosocial harm, bullying claims and psychological injury by addressing conflict early and consistently.
• Demonstrate compliance with Australian WHS duties to manage psychosocial hazards and Fair Work expectations for procedural fairness.
• Strengthen workplace culture, trust and engagement by showing that concerns are taken seriously and handled professionally.
• Standardise documentation and record-keeping to support defensible decision-making and reduce legal and industrial relations risks.

Who is this for?

• Business Owners
• HR Managers
• People and Culture Managers
• WHS Managers
• Line Managers and Supervisors
• Team Leaders
• Return to Work Coordinators
• Employee Relations Advisors
• Practice Managers (Healthcare and Allied Health)
• Operations Managers
• School and Education Leaders
• Contact Centre Managers
• Office Managers

Included Sections

• 1.0 Purpose and Scope
• 2.0 Definitions (Conflict, Complaint, Grievance, Psychosocial Hazard, Bullying, Harassment)
• 3.0 Roles and Responsibilities (Workers, Managers, HR, WHS, Senior Leadership)
• 4.0 Principles of Conflict Resolution and Complaint Handling (Confidentiality, Procedural Fairness, Natural Justice, Non-victimisation)
• 5.0 Types of Complaints and Issues Covered
• 6.0 Reporting Pathways and How to Raise a Concern
• 7.0 Triage, Risk Assessment and Initial Response (including psychosocial risk considerations)
• 8.0 Informal Resolution Process (coaching, facilitated discussion, mediation)
• 9.0 Formal Complaint Handling Process (intake, assessment, planning)
• 10.0 Investigation Process (information gathering, interviews, evidence management)
• 11.0 Decision Making and Outcomes (findings, corrective actions, support measures)
• 12.0 Communication with Parties (updates, outcome letters, confidentiality parameters)
• 13.0 Record Keeping, Privacy and Documentation Requirements
• 14.0 Managing Vexatious or Malicious Complaints
• 15.0 Interaction with Other Procedures (disciplinary process, WHS incident reporting, discrimination and harassment policies)
• 16.0 Support for Parties Involved (EAP, WHS support, adjustments and controls for psychosocial risk)
• 17.0 Escalation, External Reporting and Regulatory Obligations
• 18.0 Training, Consultation and Communication of the Procedure
• 19.0 Monitoring, Review and Continuous Improvement of the Procedure
• 20.0 References and Related Documents

Legislation & References

• Work Health and Safety Act 2011 (Cth) and equivalent state and territory WHS Acts
• Work Health and Safety Regulations 2011 (Cth) and equivalent state and territory WHS 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)
• Australian Human Rights Commission guidance on workplace discrimination, harassment and bullying
• AS/NZS ISO 45003:2021 Occupational health and safety management – Psychological health and safety at work – Guidelines for managing psychosocial risks
• AS/NZS ISO 10002:2018 Quality management – Customer satisfaction – Guidelines for complaints handling in organizations