WorkSafe campaign challenges aggression towards workers

The campaign depicts frustrated people directing their anger at workers in retail, hospitality, transport, education and health care. The scenes include reactions to transport delays, order mix-ups and long queues.

WorkSafe Executive Director of Health and Safety Sam Jenkin said these situations occurred too often in Victorian workplaces. “We are calling on everyday people to stop and reflect on the way we all interact with workers, and challenge the belief that seemingly ‘small’ acts of aggression are harmless,” Mr Jenkin said. “Everyone has days where things don’t go to plan, but there is simply no excuse for taking your frustrations out by yelling, swearing or intimidating workers who are just trying to do their job.”

Work-related aggression and violence encompasses verbal abuse, threatening gestures or body language, physical assault and spitting. WorkSafe claims for injuries due to suspected work-related aggression or violence climbed steadily over the past decade, from 465 in 2014 to 973 in 2024. Workers in public-facing roles face the greatest risk.

A 2023 SDA survey involving 4,600 Australian retail and fast food workers found that 87 per cent had suffered verbal abuse from a customer. More than half of respondents reported experiencing it monthly, weekly or daily.

Mr Jenkin said employers also had a duty to protect workers against work-related aggression and violence. He said employers must consult workers about the hazards they encounter and take reasonable steps to remove or reduce the risks.

He outlined controls including better lighting, duress alarms, plans for managing aggressive clients and training workers in de-escalation strategies. “It’s critical that employers develop, implement and regularly review these controls in consultation with workers,” Mr Jenkin said.

The campaign extends the message of WorkSafe’s earlier ‘It’s never OK’ campaign, which focused on employers’ obligations to address work-related violence. The new campaign targets the wider community, highlighting how smaller acts of hostility can accumulate. It is running across screens, radio, print, outdoor and online media until 30 June.

Workers concerned about the measures their workplace has in place to manage these risks can call WorkSafe’s advisory service on 1800 136 089.

How Blue Safe can help: Our free WHS self-check can help you review your approach to workplace health and safety, including consultation and managing risks. Use it to identify areas of your business’s WHS practices that may need closer attention. Take the free WHS self-check