Workplace violence in Australia is increasing, driven by rising aggression, psychosocial risks, and legislative change. Employers have a legal duty to prevent and manage workplace violence through risk assessments, training, and clear response processes. Failure to act can result in legal, financial, and wellbeing impacts across the organisation.
Workplace violence is becoming harder to ignore across Australian workplaces. Incidents involving aggressive customers, verbal abuse, and physical threats are no longer confined to isolated situations – they are showing up more frequently, particularly in frontline roles.
Workplace violence can present in different ways, but generally refers to behaviour that threatens or harms a worker in connection with their job. That can range from intimidation and harassment through to physical assault, often with real impacts on mental health and long-term wellbeing.
Recent reforms, including Commonwealth Workplace Protection Orders, reflect how seriously this issue is now being treated. What was once dismissed as part of the job is increasingly recognised as a psychosocial risk, with clear expectations on employers to prevent, respond to, and manage these incidents properly.
Key Takeaways: Workplace Violence in Australia
Workplace violence is increasing across Australian workplaces, particularly in frontline roles.
Employers have legal obligations under WHS laws to manage psychosocial risks.
Prevention requires training, clear policies, and proactive risk assessments.
A structured incident response plan is critical for compliance and employee safety.
Workplace violence in Australia: New laws, risks and employer responsibilities
Workplace violence in Australia is being addressed through new legislation, including psychosocial risk laws, Workplace Protection Orders, and strengthened employer obligations under WHS frameworks.
For example, we’ve seen public awareness campaigns across television and media about crossing the line, new psychosocial laws passed, OHS reforms, and more. Each piece of legislation is designed to place stricter compliance regulations on employers to identify, control, and reduce psychosocial risks, including workplace violence.
Similarly, community outreach is placing the onus on society in general to monitor and prevent violent and aggressive outbursts towards workers. But in reality, a concerted, coordinated effort is needed. So, what are the statistics saying? Workplace violence in Australia has grown exponentially, according to SafeWork:
- 1 million reports of work-related violence
- 176,000 workplace incidents occured in the last 10 years
- 53,139 accepted compensation claims arising from assault
ABS data has revealed that approximately 8 million Australians, or 41%, have experienced some form of workplace violence. To curtail this ongoing growth in violence at work, the Federal Government enacted the Commonwealth Workplace Protection Orders (WPO) scheme. Home Affairs Australia outlines that a WPO can place restrictions on those who engage in violence and aggressive behaviour, which could result in cuts to benefits and services.
”“The CWPO scheme provides legal protections for Commonwealth workers and workplaces, who deliver essential services to the community, from customer violence and aggression.”
Home AffairsAustralian Federal Government
Converge360
Thought Leadership Webinar: Workforce aggression in community and customer-facing roles
Join our upcoming webinar to explore what workplace aggression means for your organisation. From managing aggressive customers and reducing workplace bullying to strengthening incident response and building safer, more resilient workplaces.
Facilitated by our resident experts, James Sclater and Brett, who both have decades of experience in training, psychosocial risk mitigation, and workplace safety, this isn’t a session to miss!
Exploring workplace violence laws impacting Australian employers, employees and workplaces
A raft of reforms has hit our workplaces, meaning employers must act against workplace violence. We’ve seen reforms to Work Health & Safety laws and Fair Work Act, under the Commonwealth Workplace Protection Orders. Under these new reforms, if people engage in aggressive behaviour, they may face serious consequences. Such behaviours can include harassment, bullying and violence. Employees have also been given more power to report threatening behaviour and violence, through applying for an order.
Two amendments to our Sex Discrimination Act 1984 have also come into effect. Now, under the Sex Discrimination and Fair Work (Respect at Work) Amendment Act 2021 (Cth) and Anti-Discrimination and Human Rights Legislation Amendment (Respect at Work) Act 2022 (Cth), the Australian Human Rights Commission has been given greater powers to investigate compliance issues and enforce positive duty. This means that employers must take proactive and positive measures to prevent hostile and sexual misconduct.
Last but not least, psychosocial legislation has also been updated to mirror the growing needs of workers. Psychosocial hazards have grown to include workplace violence and aggression, as well as exposure to traumatic events and material (vicarious trauma). Employers must comply with these changes, and quickly, to prevent fines and reputational damage.
Workplace bullying, harassment and aggression: What employers need to know
Employers and organisations have a responsibility to create and uphold safe working environments for employees – and that means workplaces free from violence, bullying, harassment, and aggression. These are clearly outlined under WHS laws. But for many employers, it can be tricky to understand or know how to navigate instances of workplace violence, harassment and bullying.
To paint a picture, Suicide Prevention Australia (SPA) reports that workplace distress has become “the norm, not the exception”. Statistically, 90% of Australian workers experience some form of work-related distress during their career. SPA contend that employers cannot place these issues on the resilience of the employee. Rather, it’s a systemic issue that employers must fix. Equally, policies may be in place, but workplace culture is another that needs to be reviewed. For example, SPA say that:
- Only 20% of workers feel supported
- 15% say that their workplace culture encourages support seeking
- SMBs are among the highest with reported workplace distress (30%)
- One in two workers say difficult clients and customers are behind their distress
What is workplace violence, bullying and duty of care?
Workplace violence is any incident where a worker is abused, threatened, or physically harmed in connection with their work. Workplace bullying involves repeated unreasonable behaviour that creates a risk to health and safety, while an employer’s duty of care requires taking reasonable steps to prevent harm and ensure worker wellbeing.
Let’s break down the definitions further:
| Workplace bullying definition | Workplace bullying is repeated, unreasonable behaviour directed at a worker or group that creates a risk to health and safety. It includes actions like intimidation, humiliation, exclusion, or ongoing criticism that can cause psychological harm. |
| Workplace violence definition | Workplace violence is any incident where a person is abused, threatened, or physically assaulted in connection with their work. This can include verbal abuse, aggressive behaviour, or physical attacks from customers, clients, or colleagues. |
| Legal duty of care definition | Legal duty of care is an employer’s obligation to take reasonable steps to protect the health, safety, and wellbeing of workers. This includes identifying risks (such as bullying or violence) and implementing measures to prevent harm. |
Managing violent customers and aggression in the workplace with EAP Support
Develop clear and easily accessible policies
Take a firm stand against bullying and workplace violence by giving your employees power to act and stand against aggressive behaviour. Many employees may feel powerless and unsure what to do when faced with aggressive behaviour. As such, make sure they know their rights (asking the person to leave, informing security, etc.), through clear policies, such as code of conduct.
Develop clear and easily accessible policies
Take a firm stand against bullying and workplace violence by giving your employees power to act and stand against aggressive behaviour. Many employees may feel powerless and unsure what to do when faced with aggressive behaviour. As such, make sure they know their rights (asking the person to leave, informing security, etc.), through clear policies, such as code of conduct.
Encourage reporting
Enable and encourage reporting of violent, aggressive, and abusive behaviours – including harassment and bullying. Ensure that employees know their reporting is confidential and will be dealt with seriously. Finally, establish a transparent and clearly defined reporting process so all employees know what to do.
Encourage reporting
Enable and encourage reporting of violent, aggressive, and abusive behaviours – including harassment and bullying. Ensure that employees know their reporting is confidential and will be dealt with seriously. Finally, establish a transparent and clearly defined reporting process so all employees know what to do.
Use hazard identification assessments
Actively utilise psychosocial risk assessments and other tools to identify, assess, and manage risks to employees. With workplace violence explicitly identified as a psychosocial risk, employers must act to prevent hazards from growing – otherwise, they may face heavy fines and reputational damage.
Use hazard identification assessments
Actively utilise psychosocial risk assessments and other tools to identify, assess, and manage risks to employees. With workplace violence explicitly identified as a psychosocial risk, employers must act to prevent hazards from growing – otherwise, they may face heavy fines and reputational damage.
Provide ongoing training
Train staff on ways to effectively handle workplace aggression. For example, de-escalation techniques when customers present as aggressive or threatening. Demonstrate what employees should do when a customer is acting aggressive. For example, accessible egress points and how to contact security. Such training should be provided to managers and staff alike, through webinars, seminars, and eLearning modules.
Provide ongoing training
Train staff on ways to effectively handle workplace aggression. For example, de-escalation techniques when customers present as aggressive or threatening. Demonstrate what employees should do when a customer is acting aggressive. For example, accessible egress points and how to contact security. Such training should be provided to managers and staff alike, through webinars, seminars, and eLearning modules.
Above all, a seamless program that addresses the wellbeing of your employees is paramount. This is where EAP support can play a vital role. Through an employee assistance program, employees can seek confidential support from a qualified and experienced clinician to overcome possibly traumatic experiences arising from facing or witnessing aggression, stress, mental health conditions and more.
Have you got an EAP? Looking to unlock more for your EAP investment? Why not give Converge a try…
How to Respond to Workplace Violence in Australia (Step-by-Step) with Psychosocial Risk Strategies
Responding to workplace violence, harassment and bullying in Australia requires a clear, legally compliant and safety-first approach. Employers must act quickly to protect employee safety and wellbeing, meet Work Health & Safety laws in Australia, and manage psychosocial risks in the workplace.
Employers should follow a structured process to respond to workplace violence incidents safely and legally. A structured, proactive response not only addresses the immediate incident but also strengthens long-term workplace violence prevention and organisational safety.
1. Ensure immediate safety: Remove the worker from harm, de-escalate aggressive behaviour, and contact security or emergency services if needed - especially in cases involving aggressive customers at work or physical threats.
2. Report and document the incident: Record details such as what happened, who was involved, and any witnesses. Accurate reporting supports workplace incident response plans and helps meet workplace bullying laws in Australia.
3. Provide support to affected employees: Offer access to EAP services, counselling, or medical support. Early intervention is critical for employee safety and wellbeing and reduces long-term psychological harm.
4. Assess risks and investigate: Conduct a workplace risk assessment for violence and psychosocial hazards. Investigate the incident in line with your workplace harassment policy and managing workplace conflict and aggression procedures.
5. Take corrective action: Implement appropriate outcomes based on findings - this may include disciplinary action, policy updates, or additional controls to support workplace violence prevention and preventing workplace bullying.
6. Review and strengthen prevention measures: Update training, policies, and controls to better protect frontline worker safety and reduce future incidents. This ensures ongoing compliance with employer duty of care in Australia.
How managing workplace violence with EAP and training results in greater wellbeing outcomes for employees
Through training and supporting employees, employers can reduce the traumatic outcomes of workplace violence. The evidence is clear: if an employer takes proactive steps to minimise workplace violence, wellbeing can remain unaffected. By building and fostering a sense of safety and establishing a supportive culture, employees may feel more productive, less fearful, and more confident. The outcomes could look like:
- Greater or restored trust from employees
- Reduced stress and trauma experienced in the workplace which can lead to turnover and burnout
- Reduced outcomes of anxiety, stress and depression
Through EAP support, employers can have more tools at their disposal to manage workplace risks. For example, through Converge’s EAP support streams, we can offer counselling to affected employees and guide managers who are unsure how they should handle aggression. We also offer in-depth training programs that target workplace violence through seminars, workshops, coaching, eLearning and more. Why not get in touch by filling out our form below to discuss your EAP needs with our team?
Frequently asked questions: Workplace aggression, bullying, harassment and violence
What is workplace violence in Australia?
Workplace violence in Australia refers to any incident where a worker is abused, threatened, or physically assaulted in connection with their work. This includes verbal abuse, aggressive behaviour, and physical attacks from customers, clients, or colleagues.
What are examples of workplace aggression?
Workplace aggression can include verbal abuse, intimidation, harassment, threatening behaviour, and physical violence. Common examples include aggressive customers, workplace bullying, and escalating conflict between employees.
What laws cover workplace violence in Australia?
Workplace violence is regulated under Work Health and Safety (WHS) laws, the Fair Work Act, and recent reforms such as Commonwealth Workplace Protection Orders. These laws require employers to identify psychosocial risks and ensure employee safety.
What is an employer’s duty of care for workplace violence?
Employers have a legal duty of care to protect workers from harm, including workplace violence and aggression. This includes identifying risks, implementing control measures, providing training, and responding appropriately to incidents.
How can employers prevent workplace violence?
Employers can prevent workplace violence by conducting risk assessments, implementing clear policies, providing staff training, encouraging reporting, and addressing psychosocial hazards before they escalate.
How should workplaces respond to violent incidents?
Workplaces should respond by ensuring immediate safety, documenting the incident, supporting affected employees, investigating the cause, and updating policies or controls to prevent recurrence.
What are psychosocial risks in the workplace?
Psychosocial risks are factors that can cause psychological harm, such as workplace violence, bullying, high job demands, and exposure to traumatic events. These risks must be managed under WHS legislation.
How does workplace violence impact employee wellbeing?
Workplace violence can lead to stress, anxiety, burnout, reduced productivity, and long-term psychological harm. Proactive prevention and support, such as EAP services, can significantly improve wellbeing outcomes.
