Content Warning: This resource includes references to grooming, abuse, sexual abuse and trauma.  Please read at your own pace and stop at any time if you feel uncomfortable. Support is available through Blue Knot (1300 657 380), Lifeline (13 11 14), Kids Helpline (1800 55 1800) and 13 YARN (13 92 76). Your organisation may also offer support through its Employee Assistance Program (EAP).

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As part of our work, we often work through case studies, reviews and reports from inquiries. Although the subject matter can be confronting, it’s important to engage with these documents as they provide important insights into how harm occurs and how systems fail to respond as they should. With hindsight, it often becomes much clearer where different actions or responses might have led to a safer outcome. 

In this article we look at some of the common themes we’ve identified in how organisations responded when concerns were raised e.g. by parents, children, supporters or workers. These moments often shape the trajectory of a situation, and understanding them can help us strengthen our own practice.  

First responses matter 

The initial reaction to any complaint or feedback is really important as it helps people – including workers; clients and parents/caregivers – to feel safe to talk about safeguarding and raise concerns. 

No-one likes dealing with complaints, particularly in sensitive areas like safeguarding, but it’s important workers don’t dismiss concerns, push back or, even worse, become aggressive or defensive.  

Internal resolution doesn’t replace reporting 

Factors such as having dealt with an incident internally or parties being satisfied with the outcome do not override reporting requirements.  

In Queensland, from July 2026, this will include investigating reportable conduct and reporting to the QFCC under the Reportable Conduct Scheme. 

The risk of a narrow focus 

Having a narrow focus on making a finding about one incident can cause an organisation to become blinkered – thinking only about the investigation not the overall risk or patterns of behaviour.  

The fact that one allegation is unsubstantiated does not automatically mean that things are OK and the worker can resume normal duties. A risk assessment should always be undertaken and opportunities to strengthen safeguarding practice should be considered. 

Another risk can be that organisations rely too heavily on another agency’s decision (e.g. police decision not to prosecute) to provide assurance.   

Following up with complainants 

It’s surprisingly common to see situations where someone raised a concern but nothing seemed to change. Even when organisations take action, they don’t always close the loop with the person who spoke up. 

Within the limits of confidentiality, it’s important to let complainants know that their concerns were taken seriously and that steps were taken in response. 

Paying attention to early indicators 

Many case reviews highlight small, seemingly minor concerns—someone feeling uneasy about an interaction, something that didn’t sit right. On their own, these things can seem insignificant. But over time, small indicators can form a pattern. 

Being aware of and acting on red flags can provide the opportunity to intervene before things escalate to abuse.  

If you want to learn more 

If you want to find out more about safeguarding, we have resources on our website and also provide regular free webinars. You can sign up for these through Humanitix.  

Our next webinar will be on 18 February 2026, 1 pm to 2 pm AEST, and will focus on grooming and professional boundaries. 

If you’d like to stay informed, please subscribe to our mailing list for updates on free webinars, training and practical resources.