Grievance Officer Role and Complaint Handling

Equal Opportunity Commission

Event outline

This two-day training course will provide Grievance Officers with essential skills they need to effectively manage grievances of discrimination and harassment in the workplace.

As the legal entity responsible for handling complaints relating to discrimination and harassment the Equal Opportunity Commission is in a unique position to provide the knowledge and skills development for those responsible for managing complaints within their organisation.

Well trained Grievance Officers will:

  • Deal with issues before they become major problems;
  • Ensure that relevant policies and procedures are effective;
  • Support a positive workplace culture;
  • Reduce the organisation's risk of liability;
  • Handle grievances in a professional, fair, ethical and confidential manner;
  • Develop skills in interviewing and mediation;
  • Understand the importance of natural justice and procedural fairness in resolving grievances.

Day one clarifies the role of Grievance Officers within the organisation, required knowledge and skills, conflicts of interest and interview skills with practice scenarios.

Day two further develops the skills of the Grievance Officer to include mediation.  Investigation not included.

Workshops are designed to be interactive where theory is put into practice.


All participants will need to have previously participated in the Equal Opportunity Law and Workplace Culture training. Further details on this pre-requisite course can be found on our website or by calling (08) 9216 3900.


To assist participants in gaining the knowledge and skills to effectively perform their role as a Grievance Officer.


At the end of the program participants will be able to:

  • Identify the components of a Grievance Management Framework;
  • Explain the role and responsibilities of the Grievance Officer in addressing a complaint;
  • Discuss natural justice and explain the importance of building it into a complaint process;
  • Explain the role and importance of confidentiality;
  • Identify the most appropriate process for managing a complaint;
  • Identify mediation processes and demonstrate use of a mediation model in a group exercise.

"Comprehensive, thorough, presented by experts"
"Great style, engaging & knowledgeable - worth the money"
"It is a very important training for all HR professionals"
"Good interactive learning environment, role playing helped with the theoretical learning"
"Good informative value, interesting & useful"
"Relevant information that can be used by all persons & roles"
"Practical application, thought provoking"
"Very informative for all staff"

As these workshops are very popular you are encouraged to register promptly. Registration is essential as numbers are limited.

If you would like to attend please complete the Commission's online registration via our website under Community Education & Training - Courses by Calendar.

Dates & registration

There are no dates listed for this event.

Provider information

The Commissioner for Equal Opportunity provides information and education about rights and obligations under the Equal Opportunity Act 1984 and investigates and conciliates complaints of alleged unlawful discrimination.