Introducing the novel initiative, ‘Don’t cross the line’, an endeavour tailored to urge society on pondering upon the ramifications of aggressive behaviour towards workers. These employees oftentimes face shouting, hostile language and physical hostility in their daily operations, especially those working within sectors like retail, hospitality, transport, education and health care.
Highlighted through various vignettes, this campaign showcases situations typically arising due to delayed transportation, confusion with orders or extensive queues. WorkSafe’s Health and Safety Executive Director, Sam Jenkin, has identified that scenes akin to these are increasingly becoming a regular occurrence in workplaces throughout the locality.
Jenkin prompts everyday individuals on challenging their belief systems about seemingly ‘minor’ bouts of aggression being inconsequential, while advocating respectful interaction with workers. “Occasions where things go awry are typical, however, there is no justification for projecting one’s frustrations onto diligent workers through intimidation, shouting or usage of expletives,” stated Mr Jenkin.
Work-related hostility can range from verbal abuse and menacing body language, to physical assault or even instances of spitting. Claims addressed to WorkSafe regarding injuries originating from presumed work-related violence have seen a gradual rise in the past decade— escalating from 465 in 2014 to a staggering 973 in 2024—with public-facing job roles being the most vulnerable.
An SDA survey carried out in 2023 involving 4,600 fast food and retail workers from Australia highlighted that 87 per cent faced verbal aggression from customers with over half of them experiencing it on a frequent monthly, weekly or daily basis.
Jenkin stresses on employers’ responsibility in safeguarding workers from potential work-related aggression or violence. “Open dialogues between employers and employees about types of hazards that the latter might confront are vital; following which reasonable measures should be adapted to reduce such risks,” claimed Mr Jenkin.
“This could involve alterations within the physical setting, such as improved lighting or installation of emergency alarms, changes within systems and processes like the Bluesafe WHS Management system for handling aggressive clients, or arranging worker training in de-escalation strategies.”
The campaign rides on the back of WorkSafe’s previous successful initiative ‘It’s never OK’. Its focus is not only on employer obligations to tackle work-related violence but it also broadens the message to raise community awareness around the cumulating detrimental effects of seemingly minor acts of hostility.
To provide widespread coverage, ‘Don’t Cross the Line’ has launched across online and offline media channels and will run until 30 June. Workers with concerns regarding the controls established in their workplace to manage risks are encouraged to touch base with WorkSafe’s advisory service on 1800 136 089.
Original article link: https://www.worksafe.vic.gov.au/news/2025-04/stop-and-think-you-cross-line