It’s 10 am on a Tuesday. A team member walks into your office looking upset. They feel overwhelmed, unsupported, and they’re worried they’re being bullied. What you do next matters…not just for them, but for your team, your culture and your legal obligations.
As someone who’s helped many businesses navigate these situations throughout my career, I can tell you that your response sets the tone for everything that follows.
The good news? You don’t need to panic.
You just need a clear, supportive process and that’s exactly what I’m going to walk you through in this blog.
Whether you’re a business owner, HR manager, or Health and Safety Representative (HSR), this guide will help you respond to psychosocial hazards with confidence, care, and compliance.
What Is a Psychosocial Hazard?
A psychosocial hazard is anything in the design or management of work that increases the risk of psychological or emotional harm. These hazards often get overlooked, but they can be just as serious as physical safety risks.
Common examples of psychosocial hazards:
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Workplace bullying or harassment
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Unrealistic deadlines or excessive workloads
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Role confusion or lack of clarity in responsibilities
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Poor communication or team conflict
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Isolation, especially for remote workers
When left unaddressed, psychosocial risks can lead to burnout, absenteeism, high staff turnover, mental health issues and even psychological injury claims under WHS legislation.
For more information on the different types of psychosocial hazards have a look at SafeWork Australias (Managing Psychosocial Hazards at Work Code of Practice).
Quick Win
Review your most recent staff survey or exit interviews. Are there recurring themes around stress, unclear expectations, or conflict? These could be early warning signs of psychosocial hazards.
How to Respond, Step-by-Step
When a worker raises a concern, especially one involving mental health or psychological safety, what you do next is critical. Here’s how to handle it without getting overwhelmed.
Step 1: Listen With Empathy
This might seem obvious, but it’s often skipped.
Put down your phone. Close your laptop. Be fully present.
Don’t jump into “fix it” mode. Just listen.
Acknowledge their experience and thank them for raising the concern.
Example: “Thanks for coming to me with this, I know that wouldn’t have been easy. Let’s work through it together.”
This moment builds trust and trust is the foundation for a psychologically safe workplace.
Step 2: Document the Concern (Respectfully)
Once the worker has shared their concern, write down the key points:
What was reported
Who’s involved
When it started
Specific examples (if any)
Let them know this is part of your process, and that their privacy will be respected. Stick to neutral, factual language and store the documentation securely.
Step 3: Assess the Risk
Every reported hazard, including psychosocial ones needs a risk assessment. Ask yourself:
Is the issue ongoing or a one-off?
Is there a risk of psychological harm?
Are others affected?
Use a psychosocial risk assessment checklist if you have one. And if there’s an HSR in the business, involve them (with consent from the worker).
Remember: Psychosocial hazards often interact. Poor support + high workload? That’s a higher risk.
Step 4: Take Action
Based on your assessment, take appropriate action. This could include:
Temporary changes to workload or tasks
Clarifying expectations or resolving confusion
Mediating interpersonal issues
Offering support (e.g. Employee Assistance Program or external counselling)
Involve the worker in these decisions. Keep the focus on solutions, not blame.
And if it’s outside your depth call in support. That could be your HR consultant, a WHS advisor (like me!), or a workplace mediator.
Step 5: Follow Up and Monitor
Psychological safety isn’t a one-and-done issue.
Schedule a follow-up meeting.
Ask how they’re doing and listen.
Check if the situation has improved, and adjust your approach if needed.
Quietly monitor the workplace environment for any ongoing issues.
A good follow-up shows your team this wasn’t a box-ticking exercise and you actually care.
Additional Legal and Practical Considerations
Notifiable Incidents
In some cases, like alleged sexual assault (especially in the ACT), or serious threats of harm, you may be required to report the incident to your regulator. Don’t delay. Learn more here.Investigation Obligations
If the concern is serious, you may need to conduct a formal WHS investigation. Stick to procedural fairness and get support if needed.Record Keeping
Keep clear, confidential records of concerns raised, actions taken, and outcomes.Consultation
Under WHS law, you must consult with workers and HSRs when identifying hazards, assessing risks, and choosing controls.Remote Work
Your duties apply even when someone works offsite or remotely. Don’t forget to check in on those team members too.
Common Mistakes to Avoid
Let’s be real…it’s easy to mishandle these situations, especially when you’re juggling other responsibilities.
Here are the most common pitfalls I’ve seen (and how to avoid them):
Ignoring or Minimising the Concern: Even if it seems small to you, it was big enough for them to speak up.
Trying to Handle It Alone: Use your internal resources such as HSRs and your HR team, then get external expert help when needed.
Delaying a Response: Delays create mistrust and can escalate the issue.
Breaching Confidentiality: Information should only be shared on a need-to-know basis.
When to Escalate or Get External Help
Not every situation can be solved internally. Here’s when to call in backup:
The worker is at risk of serious harm
The concern involves leadership or complex dynamics
There’s uncertainty around your WHS obligations
Mediation or counselling is required
You might reach out to:
A WHS Consultant (hi, that’s me!)
An EAP provider
SafeWork NSW (especially in serious cases)
A professional workplace mediator or external HR expert
Tip: The earlier you bring in help, the easier it is to resolve the issue with respect and professionalism.
Tools That Make It Easier
You don’t need fancy systems, just some reliable, easy-to-use tools:
A Psychosocial Hazard Reporting Template
A Risk Assessment Checklist
Conversation starters for tricky chats
A Follow-Up Tracker for ongoing case
Need these tools? I’ve got simple, practical templates ready for you, just reach out.
How I Can Help
With many years in WHS and HR, I’ve supported businesses with:
Psychosocial risk assessments
Manager and supervisor training like our Essential WHS Training For Busy Managers
Custom templates and checklists
1:1 support for complex situations
Whether it’s a one-off consult or setting up a full psychosocial risk management process, I’ve got you covered.
Final Thoughts
When a worker reports a psychosocial hazard, they’re trusting you to do something about it. How you respond will either build trust or break it.
You don’t need to be perfect. You just need a calm, clear process and the willingness to listen, document, assess, act, and follow up.
Remember
You’re not alone in this. And with the right support, you can build a workplace culture that protects and promotes psychological safety.
Frequently Asked Questions
What is a psychosocial hazard at work?
A psychosocial hazard is anything in the way work is designed, managed, or experienced that could cause psychological harm. This includes things like excessive workload, poor communication, bullying, or a lack of role clarity. These hazards can impact mental wellbeing just as much as physical ones can affect safety.
Is a bullying complaint considered a psychosocial hazard?
Yes, workplace bullying is a common psychosocial hazard. It’s essential to treat bullying concerns seriously, follow a clear process, and assess the risk just like you would for a physical hazard.
Do I have to document psychosocial hazard reports?
Yes, under WHS laws, you’re expected to document reported hazards, the risk assessment, and any actions you take. Keep it factual, confidential, and secure. This helps show you’ve taken the concern seriously and met your legal obligations.
Who should I involve when managing a psychosocial hazard?
Ideally, involve your HSR (if you have one), consult with the worker raising the concern, and use expert support if needed (like a WHS advisor or mediator). Keep the worker informed and engaged throughout.
What if the hazard relates to a manager or senior leader?
If the concern involves someone in a leadership position, it’s best to bring in independent support like a WHS consultant or external HR professional to ensure the process is fair and impartial.
Do these steps still apply if someone works from home?
Absolutely. Your duty of care applies wherever your workers are. Remote workers can face unique psychosocial hazards like isolation, blurred work-life boundaries, or lack of support, so it’s important to stay connected and proactive.
How soon should I act when someone raises a concern?
As soon as possible. Even a short delay can increase stress and damage trust. Prompt action shows your team that their wellbeing matters.
ABOUT THE Author - Kylie Dowell
Kylie Dowell is a seasoned WHS consultant, trainer, and safety advocate with over 25 years of experience helping Australian businesses create safer, compliant workplaces.
Through her partnership with TEAMS, an accredited Registered Training Organisation, Kylie delivers a wide range of training up to Advanced Diploma level, empowering businesses with the knowledge and skills to manage safety effectively.
As an approved trainer for Health and Safety Representative (HSR) courses by three Safety Regulators, Kylie has guided countless organisations in building stronger safety cultures and fostering healthier work environments.
Specialising in practical and effective safety solutions, she works closely with small and medium-sized businesses to simplify complex WHS requirements, making safety approachable and achievable.
When she’s not delivering high-quality training or conducting ISO 45001-certified audits, Kylie enjoys collaborating with her clients to design tailored workshops and strategies that suit their unique needs.
Ready to make safety simpler? Get in touch with Kylie today for personalised support.