Document ID: chunk:federal_register_of_legislation:F2024L01380:reg:8:p2
Version: federal_register_of_legislation:F2024L01380
Segment Type: reg
Provision Reference: reg 8 (pt 2/4)
Character Range: 81620–85086

Principles that can be applied, so far as is reasonably practicable, when responding to complaints, incidents or reports involving psychosocial hazards are set out in the below table.

Principles                        Response

Act promptly                      Respond to reports, complaints, or incidents quickly, reasonably and within established timelines. Advise relevant parties how long it will likely take to respond. Keep them informed of progress to provide reassurance the report has not been forgotten or ignored.

Ensure immediate safety           Take steps to eliminate or minimise ongoing exposure to hazards and to provide immediate support so far as reasonably practicable.

Treat all matters seriously       Take reports, complaints and incidents seriously and assess them on their merits and facts.

Use a trauma-informed approach    The concept of a trauma-informed approach means that workplace systems recognise and acknowledge that workplace responses or investigations of reports about psychosocial hazards can escalate or de-escalate distress in those with a lived or living experience of trauma.

                                  In practical terms this means PCBUs who provide services to client groups who may foreseeably have a history of trauma can integrate knowledge about trauma into policies, procedures and practices, especially complaint handling procedures and practices. This can include principles of:
                                       •                           safety, both physical and emotional (e.g. is the environment and are the processes welcoming? do workplace processes consider the emotional safety and wellbeing of affected individuals? or is the environment/ process likely to distress someone with a lived or living experience of trauma?)
                                       •                           trust (e.g. are the processes sensitive to people's needs, empowering to affected individuals, offering some flexibility and/or opportunity for choice where reasonably practicable? are workers supported to make informed choices, given timely information about the process/their rights?)
                                       •                           equity and respect (e.g. do the processes ensure interpersonal respect, acknowledge diversity in all its forms, are they inclusive?)
                                       •                           hope (e.g. do processes assume optimism and the possibility of recovery/resolution?).

                                  Maintain the confidentiality of all parties involved or be very clear if there are any limits to confidentiality (e.g. if there are concerns about the safety of others). As a general rule, details of the matter should only be known by those directly concerned in the complaint or in resolving it and sensitive and personal information should be protected.
Maintain confidentiality

Be neutral                        Impartiality towards everyone involved is critical. This includes the way people are treated throughout the process and ensuring all parties are able to provide their side of the story. The person responding to the report, complaint or incident should not have been directly involved with either party. Personal or professional bias is to be avoided. If this is not possible, consider engaging an external party to ensure impartiality.

Support all parties               Once a report or complaint has been