No employer wants their employees to be threatened by or subject to violence at work. But Safe Work statistics show that violence is all too common in Australian workplaces:
- 37% of workers report being sworn or yelled at in the workplace.
- 22% of workers report being physically assaulted or threatened by patients or clients.
- 40% of mental illnesses at work are caused by harassment, bullying, or exposure to violence.
- Serious workers’ compensation claims (involving at least one week away from work) increased 56% from 2017 to 2022.
- Clients and customers are the most common source of work-related violence.
- As well as physical harm, workplace violence is proven to lead to:
- Decreased work performance.
- Increased use of sick and annual leave.
- Lower employee engagement and higher turnover rates.
- Increased work time spent on addressing incidents and complaints.
These statistics highlight the importance of having a well documented, and well understood, workplace safety plan to keep your staff safe in the face of violence at work. But what does that look like on the ground?
This article outlines preventative measures, immediate responses to danger, and how to support employees when violence - including family violence - affects workplace safety.
Different types of workplace violence
Violent incidents at work can take many forms:
- A customer or member of the public becoming aggressive or abusive.
- A conflict between colleagues escalating into physical violence.
- A serious incident happening nearby, such as a robbery, ram raid, active shooter, or other violent event that spills into your area.
For small and medium-sized businesses, these situations can feel overwhelming. You may not have security staff, a dedicated HR team, or formal emergency plans in place.
The good news is that there are practical, achievable steps you can take to reduce risk, prepare your team, and respond effectively if something does go wrong.
Australian employer’s legal responsibilities responding to workplace violence
Under the model WHS laws, employers must manage the health and safety risks (including psychological risks) of workplace violence and aggression, whether that’s between workers or other people in the workplace, like customers and clients.
This doesn’t mean predicting every possible scenario. It does mean:
- Identifying foreseeable risks.
- Putting sensible controls in place.
- Training staff so they know what to do under pressure.
- Establishing clear reporting procedures.
Prevention first: reducing the risk of violence
The safest incident is the one that never happens. While you can’t eliminate risk entirely, you can reduce both the likelihood and severity of violent situations.
Some control measures will be common for all offices - such as emergency planning, training, zero tolerance for violence - while others may only be appropriate for certain workplaces or work, e.g. barriers or security screens between employees and customers, alarms or panic buttons when working alone with a client.
Identify risks and take preventative measures
Start by looking at your specific environment:
- Do staff deal directly with the public?
- Do you handle cash, alcohol, or high-value items?
- Are people working alone, late at night, or in isolated areas?
- Have there been previous incidents or near misses?
Knowing where risk exists allows you to focus your efforts where they matter most. You can then investigate and implement preventative steps in your workplace, including:
- Setting clear behaviour expectations, including signage that describes (and prohibits) unacceptable behaviour, including abuse, threats, and intimidation.
- Training staff in de-escalation tactics, including recognising early warning signs of aggression and using calm, neutral language. The aim isn’t to resolve conflict - it’s to reduce tension and keep people safe.
- Improving physical security, including having good lighting, clear sightlines, and layouts that allow staff a safe exit if needed.
- Using CCTV and visible safety measures. The focus should be on safety, not surveillance.
When violence happens: responding to immediate danger
Even with strong prevention, incidents can still occur. In these moments, clarity and speed matter.
Panic buttons and silent alerts
For higher-risk workplaces, panic buttons are one of the most effective tools available. They allow staff to:
- Call for help discreetly.
- Alert management or security instantly.
- Avoid escalating a situation by openly calling police.
If panic buttons aren’t feasible, consider:
- Emergency phone shortcuts.
- Agreed code words or phrases.
- Internal messaging alerts.
The key is that staff can get help quickly and discreetly.
Have a clear emergency response plan
In a crisis, people fall back on what they’ve practised. Your plan should clearly outline:
- When to call emergency services.
- When to evacuate, lock down, or shelter in place.
- How to communicate with staff during the incident.
- How to confirm everyone is safe afterwards.
Plans should be written, simple, and regularly reviewed and refreshed.
First aid
Employers have a duty to provide workers with first aid facilities, equipment, and access to staff trained in first aid (“first aiders”). As part of your health and safety planning, ensure all employees know about the first aid available, including:
- Where first aid kits are located.
- Who your trained first aiders are and where to find them.
- The location of the first aid room, if you have one.
- Procedures to follow if they need first aid.
Get more information on workplace first aid at Safe Work Australia.
Train for serious external threats
For major incidents nearby (such as violent crime or an active shooter in the area), all staff should understand basic principles such as:
- Leaving the area if it’s safe to do so.
- Securing themselves if escape isn’t possible.
- Contacting authorities when safe.
This training should be calm and factual, as clarity reduces panic.
Empower managers to act
Managers should be explicitly authorised to:
- Close the business immediately.
- Send staff home.
- Call emergency services.
- Override normal procedures.
No one should hesitate because they’re worried about “getting approval.” Safety always comes first.
When violence comes to work through family violence
Not all risks to your workers originate in the workplace. Employees may disclose that they are experiencing family or domestic violence, or you may become aware through behaviour changes, safety concerns, or third-party contact.
Domestic violence can affect workplace safety in serious ways:
- An abusive partner turning up at the workplace
- Harassing calls or messages during work hours
- Stalking or threats that place others at risk
- Fatigue, distress, or distraction increasing accident risk
For employers, this is both a people issue and a health and safety issue. Respond calmly and take disclosures seriously. Thank them for trusting you, and stay calm and non-judgemental.
Respect confidentiality; be clear that this information will be shared only on a need-to-know basis, and if there is an immediate risk, emergency services may need to be contacted.
Put a workplace safety plan in place. This could include changing their hours of work or their work location, providing secure parking, screening calls or emails, and removing their contact information from public facing materials.
If needed, make reasonable adjustments to their work. This could include flexible working arrangements, changes to their responsibilities or workload, and reminding them of their entitlement to domestic and family violence leave.
Supporting staff after any violent incident
What happens after an incident matters just as much as the response itself.
Check in - individually
People react differently to trauma. Some will want to talk, while others won’t.
Check in privately with people affected, avoid minimising the experience, and offer time or flexibility where needed.
Offer professional support
Early access to counselling or mental health support can prevent longer-term harm, even when no one is physically injured. If you have an Employee Assistance Program, remind staff of this and how they can access the services.
Review and improve
After any incident or near miss:
- Review what worked and what didn’t.
- Update plans, training, or controls as needed.
- Involve staff in the learning process - their insights are invaluable.
Where to get more help
- If people are in danger or a crime is being committed - call 000 and ask for police.
- Safe Work Australia has advice on managing workplace violence and aggression.
