A new WorkSafe campaign – ‘Don’t cross the line’ – is encouraging the community to consider the toll of aggression on workers who are regularly confronted by yelling, swearing and violence at work.
The campaign features scenes where frustrated people vent their anger at workers in industries such as retail, hospitality, transport, education and health care – such as when transport is delayed, there’s a mix-up with an order, or a long queue.
WorkSafe executive director of health and safety Sam Jenkin said scenes like these played out all too often in workplaces across the state.
“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 can include verbal abuse, threatening gestures or body language, physical assault or even spitting.
WorkSafe claims for work-related injuries due to suspected work-related aggression or violence have risen steadily over the past decade – more than doubling from 465 in 2014 to 973 in 2024 – with workers in public-facing roles most at risk.
A 2023 survey of 4,600 Australian retail and fast food workers found 87 per cent had experienced verbal abuse from a customer, with more than half of respondents reporting this happened on a monthly, weekly or even daily basis.
Mr Jenkin said employers also had obligation to protect workers from the risk of work-related aggression or violence.
“Employers must consult with workers and have open conversations about the type of hazards workers face, then take reasonable steps to eliminate or reduce the risks,” Mr Jenkin said.
“It’s critical that employers develop, implement and regularly review these controls in consultation with workers.”
The ‘Don’t cross the line’ campaign has launched on screens, airwaves, print, outdoor and online media and will run until June 30.
Any worker who has concerns about the controls in place in their workplace to manage the risks can contact WorkSafe’s advisory service on 1800 136 089.
