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Free Issue Resolution Policy Template

Download our free Issue Resolution Policy Template:

*For internal use only. Not for resale or redistribution. By downloading, you agree to our Free Resources Licensing Agreement

Issue Resolution Policy example

Purpose of an Issue Resolution Policy

An Issue Resolution Policy establishes the framework and expectations for handling conflicts, complaints, or concerns within the organization. By providing a structured and equitable process, it cultivates a safe and healthy working environment, effectively managing associated risks, ensuring employee well-being, and minimizing potential hazards.

How to Use

This Issue Resolution Policy template should be customised by a competent person, signed by a top-level manager (e.g. the director), and displayed in the workplace or provided by other means (e.g. website). It should also be communicated to new workers as part of their induction or onboarding process.

This document is a template only and it must be customised for your business. Other aspects that need to be considered include ensuring that:

  • Relevant legal requirements have been met,
  • Workplace specific risks are identified and managed, and
  • Workers are consulted with during the customisation / review process.

When to Use

This document should be displayed in a prominent area or uploaded to your website/ centralized document system. You should also use it during employee inductions, and you may wish to refresh your workers on the contents of the policy periodically as part of a safety meeting or refresher training.

Who Should Use

This document should be endorsed with the signature of the appropriate top-level manager (such as a director). It can be used by your Safety Advisor, Project Manager, or other Manager/s to communicate the requirements to workers (including new workers).

Legal Considerations

Generally, under the WHS legislation, there is no specific legal requirement to have or display a Issue Resolution Policy. However, it is best practice. It can help meet general legal duties, including:

s(19)(3)a WHS Act – Duty to Provide a Safe Working Environment

Workers also have legal responsibilities, including:

s(28) WHS Act – Duty of workers:

  • Taking care of yourself
  • Taking care of others
  • Following procedure
  • Following instruction


What is an Issue Resolution Policy?

An issue resolution policy is a set of guidelines and procedures implemented by organizations to address conflicts, complaints, or concerns that arise among employees, customers, or stakeholders.

Why are Issue Resolution Policies important?

Issue resolution policies are important because they provide a systematic and transparent process for resolving disputes or grievances, promoting fairness, accountability, and effective communication within the organization.

What types of issues can be addressed through the policy?

The issue resolution policy can address a wide range of issues, including interpersonal conflicts, harassment or discrimination complaints, performance-related concerns, disputes over policies or procedures, and customer complaints.

Did you know?

The concept of issue resolution policies has evolved significantly over time, with some of the earliest recorded instances dating back to ancient China and Greece. In ancient China, Confucius emphasized the importance of harmony and mediation in resolving disputes, while in ancient Greece, the philosopher Aristotle advocated for impartial judgment and fair treatment in conflict resolution. These ancient principles continue to influence contemporary approaches to issue resolution, showcasing the enduring relevance of age-old wisdom in navigating conflicts and fostering peace.

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