Published: 4 October 2026 | Review due: 4 April 2027 | Reviewed by: Julie Ring, Owner & Director, Workers Compensation Solutions
When a worker reports a psychological injury, the employer’s early response can influence the worker’s wellbeing, the quality of the claim information and the prospects of a safe, sustainable return to work. This practical checklist helps Australian employers respond calmly, respectfully and consistently.
Jurisdictional scope: This is general Australian employer guidance. Workers compensation, work health and safety, privacy, discrimination and employment requirements differ between jurisdictions and may change. Follow the directions of your insurer, claims agent and applicable regulator, and obtain legal or clinical advice where required.
Immediate psychological injury response checklist
1. Prioritise immediate safety and support
- Check whether the worker is safe and whether urgent medical or crisis support is required.
- Listen without challenging, diagnosing or making promises about claim acceptance.
- Ask what immediate workplace support would help.
- Respect the worker’s privacy and share information only with people who genuinely need it.
- If there is an immediate risk of harm, follow your emergency response process.
2. Record and notify promptly
- Record when and how the injury was reported, using the worker’s own words wherever possible.
- Confirm the relevant notification and claim-lodgement requirements for your jurisdiction.
- Notify your insurer or claims agent promptly and provide the worker with the correct forms and contact details.
- Keep objective records of actions, conversations and documents.
- Escalate any separate WHS-reporting requirement through the appropriate internal process.
3. Appoint one respectful point of contact
- Nominate a capable contact who can coordinate communication without overwhelming the worker.
- Agree how and when the worker prefers to be contacted.
- Separate supportive contact from claim investigation and workplace fact-finding.
- Explain the next steps, likely time frames and who will make claim decisions.
4. Preserve relevant information
Secure relevant records such as incident reports, correspondence, rosters, position descriptions, policies, training records and earlier workplace actions. Employer statements should be factual, objective, relevant and supported by documents wherever possible. Avoid assumptions about motivation, diagnosis or causation.
5. Identify and control workplace risks
A claim response does not replace the employer’s duty to manage psychosocial hazards. Consider whether work design, job demands, low control, poor support, role clarity, organisational change, remote work, violence, aggression, bullying, harassment or workplace relationships may require immediate controls or a broader risk review.
6. Plan safe work participation early
- Use current medical capacity information rather than assumptions about what the worker can do.
- Explore safe adjustments, alternative duties, hours, location, supervision and communication arrangements.
- Consult the worker and relevant stakeholders while protecting confidential information.
- Set review dates and adjust the plan as capacity, barriers and workplace circumstances change.
7. Coordinate the claim without taking sides
Maintain clear roles between the employer, worker, insurer or agent, treating team, rehabilitation provider and any workplace investigator. The insurer or claims agent determines liability. The employer should focus on timely information, respectful communication, risk control and practical recovery-at-work support.
What employers should avoid
- Debating the worker’s account during the initial notification.
- Pressuring the worker to disclose more medical information than is necessary.
- Circulating sensitive information widely.
- Delaying notification while conducting an internal investigation.
- Assuming a psychological injury prevents all work.
- Using return to work as a substitute for controlling psychosocial hazards.
- Making legal, medical or claim-acceptance statements outside your role.
Information to have ready for the insurer or claims agent
- Worker and employment details.
- Date the injury was reported and the reported circumstances.
- Current certificate or capacity information, where provided.
- Relevant factual workplace records.
- Actions already taken to support the worker and manage risk.
- Available suitable duties or workplace adjustments.
- A nominated employer contact.
Frequently asked questions
Should we investigate immediately?
Preserve information promptly, but do not let an internal investigation delay insurer notification or immediate support. Decide whether a separate, procedurally fair investigation is required and keep its purpose distinct from the workers compensation claim process.
Can we contact a worker who is medically unfit?
Appropriate, agreed contact can support connection and recovery, but the frequency, channel and purpose should be respectful and consistent with medical guidance. Nominate one point of contact and avoid repeated requests from different people.
Does a claim remove our WHS responsibilities?
No. Employers must continue to identify and manage psychosocial risks. Safe Work Australia states that psychosocial hazards must be managed under applicable WHS duties, including consultation with workers and health and safety representatives.
Need help with a psychological injury claim?
WCS can provide an independent review of the claim position, stakeholder roles, workplace barriers and next actions. Explore our psychological injury support, claims management support and return-to-work services, or request a complimentary Program Health Check.
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