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To ensure they take 'reasonable management action' when handling complex workplace processes, employers need policies that provide for fairness and consistency, but also some flexibility, lawyers say.

It's important to keep in mind that the law requires actions to be "reasonable", but not "perfect", says Clayton Utz special counsel Laura Hillman, in a new HR Daily Premium webcast.

Overall, she says, best-practice tips for managing complex processes fall into three categories: policies; planning; and paper trail.

Regarding the first of these, a key area where Hillman sees issues arising is with policies and procedures that set strict requirements, for example around timeframes, or that commit an employer to certain actions, such as saying that "all complaints will be investigated"...