Document ID: chunk:federal_register_of_legislation:F2024L01380:reg:9:p25
Version: federal_register_of_legislation:F2024L01380
Segment Type: reg
Provision Reference: reg 9 (pt 25/36)
Character Range: 170807–173980

persons with a history of poor behaviour (e.g. patrons at pubs or clients at gyms). If service is necessary, such as for medical care, put in place additional measures to protect workers and others.
    -          Provide alternative methods of customer service to eliminate face-to-face interactions (e.g. online or click-and-collect services, or no contact delivery drops).
    -          Establish procedures for dealing with harmful behaviour from customers or clients and how workers and managers can respond.
    -          Limit the amount of cash, valuables and medicines held on the premises and handle them securely (e.g. only accept cashless payments) see the Safe Work Australia Guide for Transporting and Handling Cash for more information.
    -          Use face shields where spitting or intentionally coughing is a risk.
    -          Avoid the need for workers to work alone where possible (e.g. working in pairs, closing the business with security personnel present, or providing a safe escort to a worker's transport).
    -          Provide supervision of work and support for workers, especially new, young and inexperienced workers.
    -          Procedures for working in isolation and uncontrolled environments (e.g. carrying out situational risk assessments to determine at each visit the safety of a client's home before commencing duties).
    -          Provide a sufficient number of workers (e.g. during peak periods of customer attendance and for the level of care needed for clients).
    -          Alternate tasks in the workplace - particularly tasks requiring high levels of customer interaction - with other work tasks and ensure workers have regular breaks if aggression or incivility is likely.
    -          Encourage workers to keep records and screen shots if harmful behaviour occurs online or through phone communication and report the behaviour to their supervisor.
    -          Assess risks of client aggression and violence and whether additional control measures are required for dealings with some clients.
    -          Implement management plans where a client is known to have a history of aggression or violence. Develop the plan in consultation with appropriately qualified people and communicate it to all relevant workers.
    -          Reduce waiting times and missed calls (e.g. by training 'relief' workers to take calls or transferring calls to other areas).
    -          Encourage workers to escalate problem calls to senior workers.
    -          Encourage workers to report incidents and behaviours of concern.
    -          Provide a range of accessible and user-friendly ways to make a report informally, formally, anonymously and confidentially.

Information and training

    -          Improve role clarity by ensuring workers have well-defined roles and clear expectations.
    -          Provide adequate resources and training to workers so they are able to perform their role confidently and competently.
    -          Provide information on the standards of behaviour expected in the workplace, including the use of social media or other technologies.
    -          Train workers in how