I’ve been curiously observing how AI has become increasingly prominent in how employees raise grievances.
There’s a growing trend across all of our clients of people using AI to draft formal complaints, resulting in submissions that are polished but often lack the necessary substance or accuracy.
Justice Hatcher’s report highlights that the Fair Work Commission (FWC) is seeing a surge in AI-assisted unfair dismissal applications that are lengthy and professional but miss the mark in terms of genuine merit.
A current example is the FWC’s dismissal of the Woolworths “plumber’s crack” claim, with the Deputy President criticising the influx of unmeritorious, AI-generated claims.
The “Polished but Misplaced” Issue
AI is adept at producing responses that sound appropriate and well-structured. If you describe a workplace issue, AI can quickly turn it into a convincing formal complaint, complete with references to psychological
safety, duty of care, or psychosocial hazards.
However, AI is not present for the actual conversations and cannot detect tone, context, or underlying intent. As a result, situations that are merely awkward or poorly handled can easily be exaggerated into something
much more serious.
This reframing can have significant effects. Labelling a matter as “unsafe” or “traumatic” can trigger a shift in how it’s handled. Managers may become defensive, HR could move to formal processes, and legal teams might
get involved. The original issue can be lost amidst the escalation, making resolution more difficult and fracturing working relationships irreparably.
Don’t get me wrong, I am an absolutely an advocate of AI, and believe it can still be a valuable tool when used thoughtfully. It can help you:
- Sort through your thoughts
- Draft a first version, especially when emotions are high
- Review and adjust your language
However, it’s crucial to be aware of its limitations. AI can:
- Jump to conclusions and exaggerate the seriousness of situation
- Push for escalation before simpler options are tried
- Remove personal responsibility from the process
- Miss the human context, background, and relationships involved
Workplace problems are rarely clear-cut. They’re shaped by people and experiences that AI cannot fully grasp.
For all its strengths, AI lacks the ability to navigate these subtleties.
A Balanced Approach
The key takeaway? Use AI as a support tool, not as the decision-maker. Before submitting a formal complaint, pause and ask yourself:
- What outcome do I really want?
- Is there a simpler way to achieve it?
- Have I tried to address this directly?
- Am I escalating because it’s necessary, or just because it feels safer?
- Have I genuinely checked the facts and not let AI hallucinate?
Organisations also have an important role to play:
- Encourage informal resolution and conversations wherever possible
- Build confidence in early, honest conversations
- Help employees distinguish between situations that are uncomfortable and those that are truly unsafe
- Create space for resolving issues before the need to formalise them arises
While AI can enhance the way we process workplace concerns, it’s essential not to lose the human touch. Early, genuine conversations are still the cornerstone of resolving workplace issues effectively.
Holly Wilson | Ombpoint Adviser
