Document ID: chunk:federal_register_of_legislation:F2024L01380:reg:9:p21
Version: federal_register_of_legislation:F2024L01380
Segment Type: reg
Provision Reference: reg 9 (pt 21/36)
Character Range: 158970–162159

more difficult to identify.

Some of the things that may increase the likelihood of workers being exposed to harmful behaviours are set out below. This can help you identify when, where and why these behaviours may happen at work. For example, workplaces with low worker diversity (e.g. the workforce is dominated by one gender, age group, race or culture), some workforce characteristics (e.g. new and young workers, casual workers, workers in minority groups) and a workplace culture which tolerates or ignores harmful workplace behaviours are more likely to experience harmful behaviours.

Workers may be more likely to experience harmful behaviours or be more severely affected by it, because of their sex, gender, sexuality, age, migration status, disability and literacy.
The risk of experiencing harm rises when a person faces multiple forms of discrimination. Attributes that make a person more vulnerable to these behaviours can also make workers less likely to report concerns or incidents.

Harmful behaviours can come from a range of sources including:

   -            External behaviours from customers, clients, patients, members of the public or from other businesses (e.g. between a plumbing and an electrical sub-contractor at the same work site, or a delivery person and a retail worker).
   -            Internal behaviours from other workers, supervisors or managers.

Harmful behaviours may be an inappropriate response to other psychosocial hazards (e.g. high job demands or inadequate support). To effectively control risks, you must control the underlying causes as well as directly addressing harmful behaviours.

Violence and aggression

Things that increase the likelihood of violent or aggressive behaviour include:

    -          providing care or services to people who are distressed, confused, afraid, ill, affected by drugs or alcohol or receiving unwelcome or involuntary treatment
    -          enforcement activities (e.g. the activities of police, prison officers or parking inspectors)
    -          working in high crime areas
    -          handling valuable or restricted items (e.g. cash or medicines)
    -          poor visibility in the workplace (e.g. poor lighting or barriers)
    -          restricted movement in the workplace (e.g. limited exit points)
    -          working alone, in isolation or in a remote area with the inability to call for assistance
    -          working offsite or in the community
    -          working in unpredictable environments (e.g. where other people may pose a risk to workers' safety such as at a client's home)
    -          interacting with customers, either face-to-face, on the phone or online, or
    -          service methods or policies that cause or escalate frustration, anger, misunderstanding or conflict (e.g. low staffing levels, customer service policies, setting unreasonable expectations of the services an organisation or workers can provide).

Bullying

Things that increase the likelihood of bullying include:

    -          presence of other psychosocial hazards:
         o        high job demands
         o        low job control
         o        low support
         o