Tuesday, 30 September 2025 New South Wales and Western Australia took the first steps in 2022, with the other states and territories following soon after. At a national level, a framework for addressing mental health in the workplace was adopted into workplace health and safety laws in 2023. This framework makes it clear that employers must now consider and manage the risks of harm from psychosocial hazards, just as they do for physical safety. These hazards include high stress, demanding workloads, unrealistic deadlines, workplace bullying and low job control. While there are minor differences across states, the intent is consistent: organisations must take proactive steps to identify, manage and mitigate these risks to create safer, healthier workplaces. Why does this matter? Prevention is always better than cure. By establishing a strong workplace culture, well-defined roles, and appropriate support systems to manage high stress and workloads, organisations can help reduce the risk of issues escalating. However, the world is full of complex problems and human interaction is far from perfect. Issues such as general disagreements, grievances, misconduct and other integrity issues will always exist. The national framework from Safe Work Australia recognises the potential that psychosocial hazards can combine or interact to heighten risks. This is where complaint management systems become critical. When complaints or whistleblower disclosures are handled poorly, they can turn an already stressful situation into something far worse. This is particularly true when the issue relates to misconduct or a traumatic event. Mishandled complaints can lead to psychosocial harm, not just for the complainant but also for teams, the wider organisation and even those involved in addressing or investigating the matter. Common gaps Many existing complaint systems were not built with today’s expectations in mind. Too often, they focus on process and compliance rather than people and outcomes. Some common pitfalls include: Loss of trust: people fear they won’t be protected or supported if they raise concerns. Trauma is not considered: systems that are not trauma-informed can cause additional harm to those involved or pass trauma on to others. Delays and poor communication: slow or unclear processes can increase stress and uncertainty. Limited support: complainants are left without access to resources or wellbeing programs to help them cope. These gaps can escalate issues, damage relationships and create a ripple effect of stress and disengagement across the organisation. Strengthening complaint management While organisations in Victoria (and across Australia) need to address all psychosocial hazards holistically, ensuring your organisation has an effective, efficient complaints and whistleblower function will help to address a major area of risk. To address risks associated with complaints, grievances or whistleblower disclosures, organisations should consider the following four aspects of complaint management: Psychological safety: designing a complaint management system that is people and complainant focussed can help to build confidence that staff can report matters safely. Trauma-informed practice: investigation and response procedures should be designed to minimise further harm, with matters handled by appropriately qualified and experienced personnel, especially when dealing with sensitive or traumatic matters. Clear and timely communication: regular updates can reduce the uncertainty and stress that often come with unresolved complaints. Integrated and tailored support: providing complainants choice in their preferred method of support, including wellbeing resources, support staff and other flexible options, such as stress leave, can help people cope during difficult situations in a way that works for them. These aren’t just compliance measures, they’re essential to protecting wellbeing and maintaining trust. Taking action now With the final stage of Victoria’s legislation fast approaching, now is the time for organisations to review their systems and processes. This is not only about meeting new legal obligations, it’s about creating workplaces where people feel supported and safe to speak up, and where issues are resolved in a way that protects both individuals and the broader organisation. By strengthening complaint management processes now, organisations can reduce risk, improve culture and set a higher standard for psychological safety in the years ahead.