Case Studies

A restaurant hosted a booking for a queer performance art group but faced internal concerns about how to create a safe environment.

Key issues identified:

• No LGBTQIA+ inclusion training
• Gendered bathrooms only
• Staff made inappropriate jokes about LGBTQIA+ people
• Lack of inclusive signage or materials
• General lack of understanding about trans identity and inclusive language

Action steps taken:

1. Training & Policy
   • Hired a consultant for LGBTQIA+ inclusion training
   • Created and communicated a zero-tolerance discrimination policy
   • Trained staff on respectful greetings, language, and pronoun use
      
2. Physical Infrastructure
   • Replaced signage with all-gender labels
   • Committed to long-term renovations (private cubicles, sanitary bins)
   • Offered pronoun badges to all staff
      
3. Customer-Facing Improvements
   • Updated confirmation emails with inclusive language and accessibility details
   • Reviewed promotional content to ensure LGBTQIA+ representation
   • Trained staff on responding to discrimination from patrons

Outcome:

• The LGBTQIA+ guests reported feeling safe and respected
• Staff confidence increased
• All-gender restrooms supported wider staff and customer comfort
• Online feedback praised the venue’s inclusivity
• Management committed to ongoing training and updates

Hunter, a transgender nurse, changed their name and pronouns and began taking testosterone while working at a hospital in Melbourne. Despite wearing a pronoun badge and a name tag with their correct name, they are routinely misgendered and deadnamed by both patients and colleagues.

Over time, Hunter begins to feel isolated and excluded at work. Co-workers avoid conversations, create distance in shared spaces like the lunchroom, and stop involving Hunter in social interactions.

Patients subject Hunter to verbal abuse, transphobic slurs, and even inappropriate physical contact. When Hunter reports these incidents, management responds dismissively, suggesting that by socially transitioning, Hunter should “expect this kind of reaction” and “deal with the implications.”

This lack of institutional support and understanding takes a serious toll on Hunter’s mental health, professional confidence, and sense of safety. With no clear protections, intervention strategies, or leadership accountability in place, Hunter is left to navigate a hostile and invalidating work environment alone.

As one of the few visible LGBTQIA+ and trans advocates in her regional town, Jess frequently faces hostility from far-right activists and community members who oppose LGBTQIA+ inclusion.

While organising a Pride Month event, Jess is targeted online by far-right groups labelling the celebration a “child grooming event.” Overnight, she receives a flood of online threats, queerphobic slurs, and hate-fuelled abuse. She becomes increasingly concerned that these online threats could escalate into physical violence — particularly during the public event.

At a recent youth social gathering she facilitated, a group of men shouted queerphobic slurs at the young attendees. When Jess raised safety concerns with her workplace leaders, she was told she was “overreacting.” Later, those same senior staff refused to be photographed with the Pride Flag at the celebration event Jess organised, saying, “Because you know what that looks like.”

Daily microaggressions, transphobia, and a lack of visible support make Jess’s workplace an increasingly hostile environment. The cumulative impact of online abuse, workplace dismissal, and public hostility begins to weigh heavily on her mental health. Despite being responsible for protecting and uplifting LGBTQIA+ youth in her community, Jess feels she’s receiving little to no protection herself.

When she gets home at the end of the day, Jess feels exhausted, demoralised, and increasingly unsure how much longer she can continue doing this important — but isolating — work.

Lee, a QTIPoC employee, co-facilitated their workplace’s Pride Group — a space for LGBTQIA+ advocacy and inclusion. They dedicated significant time and energy, often beyond their official role, to support the group’s success.

Over time, Lee began experiencing lateral violence from within the group. Some members questioned his right to lead, gossiping about his motives and suggesting he was using the role for personal gain. Others scrutinised his behaviour in meetings, undermining their ideas and contributions. Online, vague posts criticised the group’s leadership for “not doing enough.”

The backlash escalated, and Lee — feeling increasingly isolated and disheartened — stepped down. With no one willing to take on the leadership role for fear of becoming the next target, the Pride Group dissolved.

What was once a safe space, educational resource, and vital support system for LGBTQIA+ employees was lost to unchecked lateral violence.

Rose, a non-binary hospitality worker, was required to wear a gendered uniform that did not reflect their identity. When Rose asked for an alternative option, management refused, saying:

“Company policy requires you to choose either the men’s or women’s uniform.”

Rose also faced challenges accessing a safe bathroom. The workplace only had gendered facilities, and when they raised concerns, a manager responded:

“Just use the one that matches what you look like.”

Without support or accommodations, Rose experienced growing stress and anxiety, leading to physical and mental health impacts. They began avoiding staff meetings and social events, fearing further exclusion.

Eventually, the lack of affirming policies, safe facilities, and workplace support led Rose to resign in search of a more inclusive environment.

Sonny, an intersex man, was asked by his employer to feature in an educational video for the workplace’s social media, explaining what it means to be intersex and outlining the organisation’s steps toward creating a safer environment for intersex employees.

While Sonny agreed in good faith, no safeguards were put in place to protect his safety online. He was tagged in the post without consent, and no training or preparation was provided to help him understand the potential risks or manage public exposure.

Once published, the video was shared widely, reaching hundreds of people — many of whom left violent, abusive, and discriminatory comments. Because Sonny was tagged, individuals were able to message him directly, resulting in sustained online harassment.

Over time, the video was downloaded onto private devices and reposted across multiple platforms, making it impossible for Sonny to have it fully removed. The harassment continued for years, deeply affecting his:

• Emotional wellbeing
• Mental health
• Career progression
• Sense of safety at work as well as his safety within his personal life

Despite the harm, Sonny received little support from his employer. The experience left him feeling betrayed and unsafe, ultimately leading to his resignation after losing trust in the organisation’s commitment to protecting him.

A mid-sized tech company launched an internal LGBTQIA+ inclusion initiative following staff feedback about the lack of visibility and safety. An external LGBTQIA+ educator was invited to deliver a foundational training session.

Challenges identified

• Nearly 50% of employees called in sick or worked remotely the day of the training.
• Those who attended were already LGBTQIA+ or active allies — not the employees who most needed to learn.
• Informal feedback revealed some staff felt the training “wasn’t relevant” or that it was “being forced on them.”
• LGBTQIA+ employees expressed disappointment and increased hesitation about being out at work.
   

Actions taken

• Senior leadership publicly acknowledged the poor attendance and reaffirmed their commitment to inclusion.
• LGBTQIA+ training was made mandatory for all staff, with deadlines and follow-up sessions.
• Managers were trained to model inclusive behaviours and respond to resistant attitudes constructively.
• Additional modules were added, including unconscious bias, bystander intervention, and psychological safety.
• LGBTQIA+ employees were offered dedicated support throughout the process.
   

Outcomes

• Within six weeks, 100% of staff completed the training.
• Post-training surveys showed improved confidence using inclusive language and better understanding of LGBTQIA+ workplace experiences.
• LGBTQIA+ employees reported feeling more visible and supported.
• A staff-led LGBTQIA+ working group was launched to sustain momentum and drive cultural change.
• Inclusive practices were embedded into recruitment, policy reviews, and internal communications.
• The company received positive recognition — including new LGBTQIA+ clients and a nomination for an inclusion award.