More than 1 in 3 workers face constant pressure but few use the workplace mental health support Australian employers already fund
As workplace psychological injury claims remain at historically high levels, new analysis highlights that the vast majority of Australian employees are not accessing the confidential, employer-funded support many workplaces already provide.
Serious psychological injury claims are up 169% over the past decade, reaching around 17,900 in 2024-25, according to Safe Work Australia's latest Key Work Health and Safety Statistics. Psychological injuries now account for 12.2% of all serious workers' compensation claims nationally and remain among the most costly and slowest to resolve: the median payout for a psychological injury is $68,600, around four times that of other serious claims, and affected workers typically spend 34.8 weeks off work, roughly five times longer than for other injuries.
Yet only 5 to 6% of employees with access to an Employee Assistance Program (EAP) actually use it, according to industry benchmarking drawing on IBISWorld and Productivity Commission data. Usage is lowest in retail, construction and manufacturing (as low as 2%) and highest in finance and government (up to 9-10%), a similar picture to utilisation rates in the UK and US, both averaging 5-10%.
Employers now carry a clear legal duty to manage psychosocial risk in the workplace, with WHS and OHS regulations rolled out progressively across every Australian state and territory since 2022, most recently in Victoria, where new psychological health regulations commenced on 1 December 2025.
While EAPs are not a substitute for addressing the workplace factors that contribute to psychological harm, they play an important complementary role by providing employees with confidential, professional support. Yet the benchmarking suggests that many employees are not accessing this support, highlighting an opportunity for employers to get greater value from the services they already fund.
Beyond supporting individual employees, a quality EAP can also help organisations strengthen their approach to psychosocial risk management. Through de-identified reporting, EAPs can provide insights into emerging workforce wellbeing trends, while manager coaching and training can build leaders' confidence in recognising and responding to concerns. Critical incident services can also provide timely professional support following distressing workplace events. Together, these services complement employers' broader responsibility to identify, assess and control psychosocial hazards.
The Employee Assistance Professional Association of Australasia (EAPAA), the peak body representing EAP providers and practitioners across Australia and New Zealand, says low EAP utilisation does not necessarily mean a program is ineffective. However, it raises important questions about whether employees understand the support available to them, trust its confidentiality and feel comfortable seeking help when they need it.
"Many employers already have good support in place," said Mary Talbot, President of EAPAA. "The gap now is that staff either don't know it's there, don't trust it's confidential, or think it's only for a crisis."
"EAP works best when people use it early, for the everyday pressures that build up over time. By the time someone reaches crisis point, we've already missed an important opportunity to help."
EAPAA says cost-of-living pressure and ongoing workplace change due to AI disruption and market/environment volatility are adding to the load on employees at a time when early, confidential support matters most, making it more important that employees know what support is available and feel confident using it.
Jennifer Cowley, who used her EAP multiple times during 15 years working in the Australian public service, says the service helped her through both a personal crisis and everyday work pressure.
"I spoke with my EAP when my Nan passed away and I needed support with grief, and separately when I was putting pressure on myself to pass a specific certification for my role," Ms Cowley said. "There's still a stigma around using it. I've heard people worry that what they share could affect how they're seen at work or even their career, which is not how EAPs work. I made a point of talking openly about using EAP support so others felt able to as well. It's a genuinely useful option for personal or professional concerns, and more people should be using it before things reach crisis point."
Mallory Allsop, GM of Assure and member of EAPAA, said the pattern is one providers see consistently across the sector.
"What we see from the provider side every day is that people wait far longer than they need to before reaching out, often because they assume EAP is only there for a crisis, or they're not sure how confidential it really is," said Allsop.
"In reality, most of what we support people with is far more everyday than that: work pressure, change, conflict, financial stress. Employers now have a real legal responsibility to manage psychosocial risk at work, and a well-used EAP is one of the most practical ways to support that."
EAPAA says closing the gap is a shared job for providers and employers: making EAP easier to understand, clearer on confidentiality, and visible to use for everyday pressures, not just a crisis.
The government and the broader mental health sector also have a role in positioning EAP as an early, everyday support, EAPAA says. That includes recognising EAP in psychosocial safety guidance and national mental health strategy, and making it a standard referral option for GPs, helplines and digital services. With millions of Australians already covered by an employer-funded EAP, it is one of the fastest routes to professional support available, at no cost to the public system.
"The real value of an EAP comes when people know it's there, understand what it's for and reach out early," Ms Talbot said. "Our focus as an industry body is making sure employers understand what quality EAP provision actually looks like, and making sure employees feel safe using it, both before and during a crisis."
"Not all EAPs are equal. Our standards exist so employers can be confident the service they're funding is delivered by qualified clinicians, protects staff confidentiality and supports their legal obligations. If you're reviewing your EAP, ask your provider how they meet those standards."
