Aggression and violence

Verbal abuse, threats or physical violence from members of the public, clients or others on site towards workers.

Also known as: Aggression, Aggressive behaviour, Occupational violence, Violence, Aggressive people

How to control aggression and violence

Design work areas with physical barriers, controlled entry and clear exits so workers cannot be cornered by aggressive people.
Avoid working alone in public-facing or isolated locations; pair workers up or use regular check-ins with a supervisor.
Provide duress alarms or mobile phones and agree a clear process for calling police when someone becomes threatening.
Train workers to recognise warning signs, de-escalate conflict and withdraw to safety rather than confront an aggressive person.
Record every incident of abuse or violence, including verbal threats, and review controls and support for affected workers afterwards.

Typical controls, most effective first. Your SWMS sets the controls for your own job and site.