Why Contact Officers Matter – Supporting Early Resolution 

The absence of formal workplace complaints does not necessarily mean the absence of problematic behaviour. That is an important distinction for HR leaders.

The Australian Human Rights Commission’s 2022 Time for Respect survey found that only 18% of workplace sexual harassment incidents were formally reported. Organisations that rely primarily on formal complaints to understand what is happening may therefore be seeing only part of the picture.

A well-designed Contact Officer program provides another pathway. Contact Officers give employees someone they can approach to discuss concerns, understand relevant policies and explore the options available to them before deciding whether to take a matter further.

The role is support, not investigation

A Contact Officer provides information and support to employees who raise concerns about bullying, harassment, sexual harassment, discrimination or other disrespectful workplace behaviour. Their role is to help people understand applicable policies, available support and possible pathways for responding.

Just as importantly, they are not there to investigate allegations, decide whether conduct is unlawful, advocate for one party, mediate the issue or determine the outcome. The Australian Human Rights Commission’s Contact Officer guidance similarly describes the role as a designated point of support for colleagues who may have experienced discrimination, bullying or harassment.

As Bronwyn Dennis of iHR Australia puts it, one challenge for contact officers can be resisting the instinct to solve the problem. A good Contact Officer listens, helps the employee understand their options and knows when the matter needs to be referred elsewhere.

Why waiting for a formal complaint is a risk

Workplace concerns rarely begin with a formal grievance. An employee may be dealing with repeated low-level behaviour, uncertainty about what they have experienced or concern about involving HR too early.

Without a trusted pathway, people may stay silent, try to manage a risky situation themselves, or move straight to a formal process when a more proportionate response may have been available. A skilled Contact Officer can help employees understand those pathways without taking the decision away from them.

This matters in the current compliance environment. Under the positive duty in the Sex Discrimination Act, organisations must take reasonable and proportionate measures to eliminate relevant unlawful conduct, including workplace sexual harassment, as far as possible. Safe Work Australia also emphasises addressing harmful behaviours early and encouraging workers to report concerns.

A Contact Officer is not, by itself, the answer to those obligations. It can, however, be an important part of a broader system for prevention, early reporting and appropriate response.

Choosing the right people matters

One common mistake is appointing the obvious person, often HR or a senior manager. That can create confusion because those roles may later be responsible for assessing, investigating or resolving the issue. The Contact Officer role works best when its boundaries are clear.

Effective Contact Officers are trusted and respected, actively listen without jumping to conclusions, understand workplace policies and referral pathways, and are confident enough to recognise when something needs escalation. They also need training to manage confidentiality appropriately. Confidentiality should not be confused with secrecy: there may be situations involving immediate safety concerns, patterns of behaviour or organisational risk that need to be escalated.

A Contact Officer program is not “set and forget”

Appointing volunteers, providing initial training and publishing their names on the intranet is only the starting point. Contact Officers need regular check-ins, refresher training, up to date resources, clear escalation pathways and access to support when unfamiliar situations arise.

Organisations also need to consider how they assess whether the program is working. Success should not be measured simply by whether complaints or reports decrease. Increased reporting may mean employees better understand inappropriate behaviour, know where to seek support and have more confidence in the organisation’s response mechanisms. The objective is not simply fewer reports. It is fewer harmful behaviours and a safer, more respectful workplace.

For HR leaders, the question is therefore not only: Do employees know how to make a complaint? It is also: Do employees know where they can go before they are ready to make one?

Build Contact Officer capability before it is needed

iHR Australia’s Contact Officer Training helps organisations equip Contact Officers with the practical knowledge, role clarity and confidence to support employees appropriately, understand the boundaries of confidentiality and navigate referral and escalation pathways.

Whether you are establishing a Contact Officer network or refreshing an existing one, training should be part of the system, not an afterthought. Explore iHR Australia’s Contact Officer Training or speak with us about training for your organisation.