Managing workplace complaints when employees work from home

Working from home and hybrid work are now a normal part of working life for many Australian organisations. But when a complaint or allegation arises, managing the issue remotely can create some additional challenges.

Bullying, harassment, sexual harassment, discrimination, inappropriate behaviour, performance concerns and other workplace complaints still need to be taken seriously, whether the people involved are working in the same office, across different locations or entirely from home.

The key is to respond appropriately without allowing distance, technology or a hybrid working arrangement to get in the way of a fair process.

A complaint is still a workplace issue

Working from home does not remove an employer's responsibilities when workplace issues arise.

An allegation made during a video call, raised by email or involving behaviour through workplace messaging platforms can still be a workplace complaint requiring an appropriate response.

The first question is not necessarily whether you need to conduct a formal investigation. It is whether you understand enough about the issue to determine the appropriate next step.

Depending on the circumstances, this might involve preliminary fact-finding, a formal investigation, mediation or a facilitated discussion, performance management, or another appropriate response.

The nature and seriousness of the allegation, the people involved and the potential risks will all be relevant.

Don't let remote work make the complaint harder to assess

Remote and hybrid work can make it more difficult for managers to understand what is happening.

There may be fewer informal interactions, less visibility of team dynamics and fewer opportunities to notice changes in behaviour or relationships. At the same time, inappropriate conduct can occur through email, messaging platforms, video meetings and other digital channels.

Employers should consider whether the issue is isolated or whether it points to a broader workplace problem.

For example:

• Has similar behaviour been raised previously?

• Are there concerns about communication, workload, management or team relationships?

• Is someone experiencing a lack of support or unreasonable work demands?

• Could the issue indicate a broader psychosocial hazard?

• Are remote workers able to raise concerns and access support?

Fairness and confidentiality still matter

Investigating a complaint remotely does not change the need for procedural fairness.

People involved in a complaint should have an appropriate opportunity to respond, and the organisation should consider how information is communicated, stored and shared.

Remote investigations may also require additional thought about privacy and confidentiality. Employers should consider whether the person being interviewed is in a suitable private environment, whether confidential documents or conversations can be protected, and whether anyone else may be present or able to hear the discussion.

Technology can make workplace processes more accessible, but it should not compromise the integrity of the process.

Read What is procedural fairness? >

Working from home creates WHS considerations too

WHS duties do not disappear when an employee works from home.

Under the model WHS laws, PCBUs must manage health and safety risks to workers so far as is reasonably practicable, including when workers are working from home. Safe Work Australia identifies potential risks including poor workstation set-up, fatigue, inadequate support, low role clarity, high or low job demands, harmful online behaviour and family and domestic violence.

This means a complaint may also raise questions about the organisation's broader approach to psychosocial risk.

For example, if a complaint reveals ongoing unreasonable demands, poor support, harmful behaviour or a lack of role clarity, the employer may need to consider whether existing controls are adequate.

Remote work can also create risks associated with isolation and reduced access to support. Safe Work Australia notes that remote or isolated work can increase exposure to psychosocial hazards, including lack of support and difficulty accessing assistance.

Read Mentally Healthy Workplaces: Meeting Your Legal and Leadership Obligations >

Don't overlook working hours and the right to disconnect

Hybrid and remote work can blur the boundary between work and home.

The Fair Work Act provides eligible employees with a right to disconnect from work outside their working hours, unless refusing contact would be unreasonable. This includes contact through email, phone, messaging services and other channels.

The rules apply to employees of non-small business employers from 26 August 2024 and to small business employees from 26 August 2025.

This does not mean managers cannot contact employees outside ordinary hours in any circumstances. Whether a refusal is unreasonable depends on factors including the reason for the contact, how disruptive it is, the employee's role and responsibilities, and their personal circumstances.

For employers managing remote teams, clear expectations around communication, availability and working hours can help prevent misunderstandings from becoming larger workplace issues.

When should you get external support?

Remote complaints can be particularly challenging where the allegations are serious, the people involved are working in different locations, there are concerns about confidentiality or independence, or managers are unsure which process is appropriate.

Employers should consider whether they have the experience, resources and independence needed to manage the matter effectively.

External support may involve preliminary fact-finding, an independent workplace investigation, mediation, facilitated discussions or other workplace conflict support.

The important thing is to choose the right response for the circumstances rather than assuming every complaint requires the same process.

Managing complaints in a changing workplace

Working from home and hybrid work are now established features of many Australian workplaces. The way a complaint is raised or managed may look different from an office-based workplace, but the need for a fair, appropriate and considered response remains.

Workplace Plus can support employers, managers and leaders to assess workplace complaints and determine appropriate next steps, ensuring that you’re meeting your employer obligations and mitigating unnecessary risks.

For more information, contact us today.