01
DO THIS NOW
Immediate actions
- 1
Keep distance and maintain a clear exit route.
- 2
Use calm verbal and non-verbal communication; do not argue, threaten or challenge.
- 3
Move away and protect others when safe.
- 4
Notify security or a manager using the site method.
- 5
Call Triple Zero (000) for violence, a weapon or immediate danger.
- 6
Withdraw to a secure location and provide factual updates from safety.
02
RECOGNISE
Signs and triggers
- Threats, intimidation, escalating anger or abusive behaviour
- Pacing, clenched fists, invasion of personal space or blocked exit
- Property damage, assault or weapon
- Behaviour causing immediate fear for safety
!
DO NOT
Actions that increase the risk
- Do not crowd, corner, touch or physically intervene.
- Do not argue, shame, threaten or match aggression.
- Do not block your own exit route.
- Do not continue service or discussion when safety is deteriorating.
- Do not follow the person after they leave unless police direct it.
03
SUPPORTING RESPONSE
Role-based actions
Worker involved
- Use distance, calm communication and a clear withdrawal route.
- End the interaction and retreat when de-escalation is not working.
Nearby workers / manager
- Summon support discreetly, move others away and avoid surrounding the person.
- Provide police/security with known risks and a safe access route.
After immediate danger
- Check everyone’s safety and provide first aid or urgent medical attention.
- Preserve evidence and offer practical and psychological support.
04
EMERGENCY-SERVICES HANDOVER
Information to provide
- Exact location and current behaviour
- Description and number of people involved
- Weapons, injuries, threats and property damage
- Direction of travel and known vehicle
- Known triggers only if factual and relevant
- People isolated, evacuated or requiring help
05
WHEN THE IMMEDIATE DANGER HAS PASSED
Recovery and reporting
- Ensure everyone is safe and arrange medical attention.
- Preserve CCTV, messages, damage and witness details.
- Report the incident under workplace and police processes.
- Provide welfare, debrief and trauma support without forcing disclosure.
- Review controls, staffing, alarms and lessons with affected workers.
Approved reference sources
This draft must be checked against the site emergency plan, OEM procedures, SDS, local law and emergency-service direction.
Safe Work Australia — Emergency plans and procedures↗SafeWork NSW — Preventing and responding to work-related violence↗