Product Overview

Summary: This SOP establishes a clear, fair and legally defensible framework for resolving workplace disputes before they escalate. It provides step-by-step guidance for handling conflicts, complaints and grievances in line with Australian employment law and best-practice WHS consultation principles.

Workplace disputes, if not handled properly, can quickly escalate into formal complaints, workers’ compensation claims, psychosocial hazards, or costly Fair Work and tribunal matters. This Dispute Resolution Mechanisms Standard Operating Procedure gives your organisation a clear, repeatable pathway for addressing issues early – from minor interpersonal conflicts through to complex grievances involving bullying, discrimination or performance disputes. It sets out who does what, by when, and how, ensuring that all parties are treated consistently and respectfully.

Designed specifically for Australian workplaces, this SOP aligns with Fair Work obligations and contemporary WHS duties to manage psychosocial risks. It helps you embed robust consultation, documentation and escalation processes so that managers are not left guessing and employees know exactly how to raise concerns. By implementing this procedure, you reduce ambiguity, support psychologically safe work environments, and demonstrate that your business takes conflict management, employee wellbeing and legal compliance seriously.

Key Benefits

• Standardise how disputes, complaints and grievances are received, assessed and resolved across the organisation.
• Reduce the risk of escalation to external bodies such as the Fair Work Commission, human rights commissions or WHS regulators.
• Support psychologically safe workplaces by providing clear, confidential and fair pathways for raising concerns.
• Strengthen legal defensibility through consistent documentation, timeframes and evidence-based decision-making.
• Improve workplace culture and retention by resolving issues early and maintaining constructive working relationships.

Who is this for?

• Business Owners
• HR Managers
• People & Culture Managers
• Operations Managers
• Line Managers and Team Leaders
• WHS Managers and Advisors
• Industrial Relations Specialists
• Return to Work Coordinators
• Union and Employee Representatives
• Practice Managers (Healthcare, Legal, Professional Services)

Included Sections

• 1.0 Purpose and Scope
• 2.0 Definitions (Dispute, Grievance, Complaint, Mediation, Psychosocial Hazard)
• 3.0 Roles and Responsibilities (Managers, HR, WHS, Employees, Representatives)
• 4.0 Principles of Fair and Transparent Dispute Resolution
• 5.0 Types of Workplace Disputes Covered
• 6.0 Informal Resolution Process (Early Intervention and Local Discussion)
• 7.0 Formal Dispute Lodgement and Acknowledgement
• 8.0 Initial Triage, Risk Assessment and Timeframes
• 9.0 Investigation and Fact-Finding Procedures
• 10.0 Confidentiality, Privacy and Records Management
• 11.0 Mediation, Facilitation and Alternative Dispute Resolution Options
• 12.0 Decision-Making, Outcomes and Corrective Actions
• 13.0 Escalation Pathways (Internal Review and External Bodies)
• 14.0 Interaction with WHS Psychosocial Risk Management
• 15.0 Interaction with Bullying, Harassment and Discrimination Policies
• 16.0 Communication with Parties and Support Persons
• 17.0 Documentation, Record Keeping and Evidence Requirements
• 18.0 Monitoring, Review and Continuous Improvement of the Procedure
• 19.0 Training and Competency Requirements for Managers and HR
• 20.0 Related Policies, Procedures and Legislative References

Legislation & References

• Fair Work Act 2009 (Cth)
• Fair Work Regulations 2009 (Cth)
• Work Health and Safety Act 2011 (Cth model) and corresponding state and territory WHS Acts
• Work Health and Safety Regulations 2011 (Cth model) and corresponding state and territory WHS Regulations
• Safe Work Australia – Model Code of Practice: Managing psychosocial hazards at work
• Safe Work Australia – Model Code of Practice: Work health and safety consultation, cooperation and coordination
• Australian Human Rights Commission – Guidelines on workplace discrimination, harassment and bullying
• AS/NZS ISO 45001:2018 Occupational health and safety management systems – Requirements with guidance for use