Workplace Aggression & Violence: Are these risks on your radar?
Recent findings from Safe Work Australia show a rise in workplace violence claims, especially in industries where employees interact with the public. Over the past five years, there has been a 56% increase in workers’ compensation claims related to violence and aggression. While this may not affect every business, it’s important to be aware of the risks if your team regularly deals with clients, customers, or patients.
Key Findings
Below are the key findings from the Safe Work Australia Data Report (August 2024) on workplace and work-related violence and aggression in Australia.
Violence-related claims have increased
Workers’ compensation claims for assault and exposure to workplace violence have risen by 56% since 2017-18. This increase is especially noticeable in healthcare, education, and public administration, where employees face higher risks of aggression.’Gendered differences in workplace violence
While workplace violence affects both men and women, there has been a 73% increase in claims made by women over the last decade, compared to a 33% increase for men. Women, particularly in healthcare and social assistance, are facing higher risks.Client and customer aggression is a common risk
Clients and customers are identified as the leading sources of workplace violence. For businesses that engage directly with the public, addressing this risk is important.Hostile and intimidating behaviours
The most common forms of workplace violence include angry or hostile behaviour, shouting and swearing, and intimidation. Although these behaviours may not seem as severe as physical violence, they can still present serious risks if prolonged or frequent.Vulnerable workers may face heightened risks
Data from the PAW survey reveals that some vulnerable groups, such as Aboriginal and Torres Strait Islander workers and those who identify as indeterminate or intersex gender, report higher rates of workplace violence. For example, 21% of Aboriginal and Torres Strait Islander workers experienced workplace violence in the previous six months, compared to 12% of non-Indigenous workers.
What does this mean for your business?
Under WHS laws, businesses must assess whether workplace violence or aggression is a potential hazard and, if so, implement appropriate controls. The type of control measures will depend on the nature of your work, your work environment, and the risks your employees face when interacting with the public.
A case study: Minda Incorporated
The case of Minda Incorporated highlights the importance of identifying and managing workplace violence risks. Minda, a not-for-profit support services provider, was fined $42,000 after a worker was physically and sexually assaulted by a client. The worker, who had been employed by Minda for only two months, was instructed to cover a shift at a different location where she had never worked and was not informed of the client’s history of violent and sexually inappropriate behaviour.
During her shift, the worker was assaulted, resulting in significant physical and psychological harm, leading to four months off work due to injury. SafeWork SA investigated the incident and found that Minda had failed to provide a safe system of work. The company did not communicate the behavioural risks of the client, and this lapse in information led directly to the incident.
This case highlights the critical role that clear communication and proper handover procedures play in ensuring worker safety. Employers have a duty of care to inform workers of any known risks, especially in environments where they may be exposed to dangerous behaviour. As SafeWork SA Executive Director Glenn Farrell noted, “employers must identify the risk of physical and sexual violence, harassment, and discrimination in workplaces and have effective means of managing them.”
Following the incident, Minda was required to revise its shift handover processes to ensure that all workers receive adequate information about potential risks before starting any shift. This case underscores the need for businesses to not only identify and manage risks but also communicate those risks clearly to employees. Failure to do so can result in serious harm to workers and significant legal and financial consequences for the business.
Taking the Next Steps
Even if workplace violence may not be an immediate concern for every business, it’s important to assess whether your employees could face any risks, especially in roles where they regularly interact with clients or customers. Addressing these risks may involve open communication, better reporting systems, and tailored safety procedures.
One practical and cost-effective way to engage your team in managing these risks is through the Managing Aggressive Customers VR Training—a first-of-its-kind, off-the-shelf solution in Australia, launching in late 2024. Brought to you through a partnership between Risk Collective and Start Beyond, this immersive training provides a solid foundation for any business that deals with customers.
The training focuses on four key customer-facing environments:
Behind a shop counter
In-store on the floor
Reception/customer contact point
Remote working call centre
Through 360° scenarios combined with presenter-led information, workers are placed in real-world situations, allowing them to learn through experience. The training includes interactive features such as scene hunts, quizzes, surveys, and a bulging narrative with choice points, where the user's decisions impact how the situation unfolds. This engagement helps build practical skills in handling aggressive customer behaviour in a safe and controlled setting.
By offering a cost-effective, off-the-shelf solution, this training provides businesses with the tools to assist with meeting regulatory requirements and engage their employees in a highly interactive and safe way. If you’re looking for an effective way to prepare your team for customer interactions, feel free to reach out for more details on how this training can benefit your business when it launches in late 2024.