Customer Service Reception and Conflict Management SWMS

Product Overview

This SWMS covers reception work and the management of customer conflict from shift preparation through closing and worker support. It supports work planning and risk management for customer interactions, complaints, disputes, security concerns and emergency responses.

Activities & Specific Tasks Covered

This document includes task-specific risk controls for:

• Prepare the reception area
• Conduct shift handovers and share relevant risk information
• Open and manage reception services
• Handle routine customer enquiries
• Manage customer complaints
• Resolve claims disputes
• Process payment disputes
• Manage lost property
• De-escalate conflict
• Respond to emergencies
• Report incidents and support workers
• Close and secure the reception area

Who is this for?

Suitable for workers, supervisors and businesses operating customer service reception areas.

Specific Job Steps & Hazards Covered

Legislation & References

The template includes references relevant to the documented work, including:

• Applicable Commonwealth, state or territory WHS/OHS legislation and regulations.
• Model Code of Practice: How to Manage Work Health and Safety Risks, as adopted or applied in the relevant jurisdiction.
• Model Code of Practice: Work Health and Safety Consultation, Cooperation and Coordination, as adopted or applied in the relevant jurisdiction.
• Model Code of Practice: Managing Psychosocial Hazards at Work, as adopted or applied in the relevant jurisdiction.
• Work Health and Safety (Managing Psychosocial Hazards at Work) Code of Practice 2024 (Cth), where applicable.
• Model Code of Practice: First Aid in the Workplace, as adopted or applied in the relevant jurisdiction.
• AS 3745 Planning for emergencies in facilities.
• AS/NZS 4801 Occupational health and safety management systems guidance, where used by the organisation.
• Applicable privacy, anti-discrimination, consumer protection, security licensing and records-management requirements for the jurisdiction and organisation.

---

Standard SWMS Features (Click to Expand)

• Task-specific job steps, hazards and control measures
• Initial and residual risk ratings
• Assigned responsible persons for each job step
• Plant, equipment and PPE requirements where applicable
• Permits, qualifications and high-risk construction work details where applicable
• Worker consultation, sign-off and review sections