Managing Aggression and Violence at Work

What counts as aggression or violence

WorkSafe defines aggression or violence as any situation where a worker is abused, threatened or assaulted in connection with their job.

That can be physical, verbal or even subtle behaviour. Think yelling, intimidation, threats or outright assault. It can come from customers, clients, the public or even other workers.

And yeah, it’s not just a “bad day at work”. It’s a legit health and safety risk, both physically and psychologically.

Why it matters

Work-related violence doesn’t just leave bruises. It can cause long term psychological harm, stress and reduced confidence at work.

Even the risk of violence can impact workers, especially in industries where it’s common like healthcare, retail or public-facing roles.

Key point here: it should never be treated as “part of the job”.

Employer responsibilities

Under Victorian OHS laws, employers must provide a workplace that is safe and without risks to health, including psychological risks like aggression and violence.

That means:

• Identifying risks
• Putting controls in place
• Training and supporting workers
• Reviewing and improving systems over time

It’s not optional. It’s a legal duty.

How to manage the risk (the practical bit)

WorkSafe lays it out as a simple step-by-step process:

1. Identify hazards

Look at where aggression or violence could happen.
This might come from:

• Customer interactions
• Working alone or in isolated areas
• High stress environments
• Poor communication systems

2. Assess the risks

Work out:

• How likely it is
• How serious the outcome could be
• Whether it’s happened before

3. Control the risks

This is where you actually fix things. Examples include:

• Better workplace design or layout
• Security measures like barriers or CCTV
• Clear procedures for handling difficult situations
• Training workers in de-escalation
• Ensuring enough staff and supervision

Often you’ll need a mix of controls, not just one fix.

4. Review and improve

Keep checking if your controls are working and update them when things change or after an incident.

Reporting and response matters

A big theme in the guide is encouraging reporting.

If incidents aren’t reported, they can’t be fixed. Employers need systems where workers feel safe to speak up and know something will actually be done.

When something does happen:

• Take it seriously
• Investigate properly
• Support the worker
• Fix the root cause

Culture is the real game changer

You can have all the policies in the world, but if the workplace culture says “just deal with it”, nothing changes.

WorkSafe pushes a simple idea:
violence and aggression should never be accepted as part of the job.

Leaders set that tone. If they don’t care, no one else will.

TL;DR

• Aggression or violence = abuse, threats or assault at work
• It’s a serious safety risk, not just behaviour issues
• Employers must identify, assess and control risks
• Prevention = systems, training, environment and culture
• Reporting and follow-up are key to stopping repeat incidents