Product Overview

Summary: This Safe Operating Procedure sets out clear, practical steps to keep customers safe in wood product showrooms, from entry through to purchase and loading. It helps Australian businesses control slip, trip and manual-handling risks, manage interaction with display stock and machinery, and demonstrate due diligence under WHS laws while still delivering an engaging showroom experience.

Wood product showrooms present a unique combination of hazards: heavy boards and panels, stacked timber, sample displays, finishing products, and areas where customers interface with loading bays or cutting services. This SOP provides a structured, end-to-end approach to managing customer safety, covering everything from floor layout and housekeeping through to safe demonstrations of cutting, edging and finishing equipment. It translates WHS duties into practical, day-to-day instructions that frontline staff can actually follow, reducing the likelihood of customer injuries and associated claims.

Designed for Australian timber, hardware and building supply environments, the procedure addresses common risks such as slips on sawdust, trips over offcuts or packaging, contact with sharp edges, falling stock, and unsafe customer lifting. It also sets expectations for supervision of children, control of customer access to back-of-house areas, and safe processes for loading purchases into vehicles. By implementing this SOP, businesses can standardise their approach across multiple sites, support staff training and inductions, and provide documented evidence of risk management in the event of an incident or regulator enquiry.

Key Benefits

• Reduce the likelihood of customer slips, trips and falls in wood product showrooms.
• Ensure consistent, defensible safety practices across all locations and shifts.
• Demonstrate compliance with Australian WHS legislation and duty of care obligations.
• Improve staff confidence in managing customer behaviour around hazardous areas and equipment.
• Minimise incident-related costs, reputational damage and potential insurance claims.

Who is this for?

• Showroom Managers
• Retail Store Managers
• WHS Managers
• Health and Safety Representatives (HSRs)
• Floor Supervisors
• Customer Service Team Leaders
• Operations Managers
• Franchise Owners
• Warehouse and Despatch Supervisors
• Risk and Compliance Managers

Hazards Addressed

• Slips on sawdust, water, polish or other contaminants on showroom floors
• Trips over timber offcuts, packaging, pallets, display stands and uneven surfaces
• Struck-by injuries from falling timber, panels, doors or stacked wood products
• Cuts and puncture wounds from sharp edges, splinters, nails, screws and hardware
• Manual handling injuries from customers attempting to lift or move heavy or awkward timber products
• Crush injuries and vehicle interaction risks in loading zones and click-and-collect areas
• Exposure to wood dust and fumes from coatings, adhesives or finishing products during demonstrations
• Pinch and entanglement hazards near cutting, edging or trimming equipment used for customer orders
• Child safety risks arising from climbing on displays or accessing restricted areas

Included Sections

• 1.0 Purpose and Scope
• 2.0 Definitions and Key Terms
• 3.0 Roles and Responsibilities (PCBU, Officers, Managers, Workers)
• 4.0 Showroom Layout and Design Safety Requirements
• 5.0 Housekeeping, Cleaning and Floor Condition Controls
• 6.0 Safe Display and Stacking of Timber and Wood Products
• 7.0 Customer Access Control and Restricted Areas
• 8.0 Supervision of Children and Vulnerable Customers
• 9.0 Safe Demonstration of Cutting, Edging and Finishing Services
• 10.0 Management of Wood Dust, Fumes and Noise in Customer Areas
• 11.0 Manual Handling Guidance for Customers and Staff Assistance Protocols
• 12.0 Loading Bay and Vehicle Interaction Safety for Customers
• 13.0 Incident, Near Miss and Hazard Reporting Involving Customers
• 14.0 Emergency Response and First Aid for Customer Injuries
• 15.0 Training, Induction and Communication Requirements
• 16.0 Inspection, Monitoring and Continuous Improvement
• 17.0 Document Control and Review

Legislation & References

• Work Health and Safety Act 2011 (Cth) and equivalent state and territory WHS Acts
• Work Health and Safety Regulations 2011 and equivalent state and territory WHS Regulations
• Safe Work Australia – How to Manage Work Health and Safety Risks: Code of Practice
• Safe Work Australia – Managing the Work Environment and Facilities: Code of Practice
• Safe Work Australia – Hazardous Manual Tasks: Code of Practice
• AS 3745: Planning for emergencies in facilities
• AS/NZS 4801: Occupational health and safety management systems (superseded but still commonly referenced)
• AS 1657: Fixed platforms, walkways, stairways and ladders – Design, construction and installation