Central Safety Group Melbourne

Facing a rise in customer aggression

It is always such a pleasure to have a speaker who is so knowledgeable about their topic and, therefore, so engaging. Such was the case with Amy Lynes' presentation to us. Not that it was a pleasant topic to speak about -some of the statistics and scenarios Amy shared with us were quite shocking.

Amy is a member of the legal practice that sits within the National Retail Association (NRA) and their data shows that customer aggression was already a big issue before Covid and has increased since. I'm sure many of us are aware of how this has led to an exodus of staff from many businesses. Retailers of all sizes are turning to the NRA for guidance, and there has been sky-rocketing demand for their courses that deal with this issue as well as others, such as sexual harrassment. It is interesting to note, however, that there is only so much a staff member can do when the root cause is the badly-behaved customer.

Amy and her colleagues work actively to raise awareness in various capacities, such as making submissions to draft bills and developing campaigns -e.g. the "No-one deserves a serve" campaign with the union (Shop, Distributive and Allied Employees Association). She noted, however, that laws are made, but the issue becomes whether those laws are used.

Amy talked about innovative approaches by some retailers and how they need to be tailored to particular circumstances. For instance, depending on the type of brand as well as the location. In the case of the latter, the approach for a street-front store is different from one in a shopping mall.

One striking take-home message for me was that, for young workers in fast food and retail, it is often their first job. They may not know what is acceptable or unacceptable and, therefore, what should be reported, especially when it comes to sexual harassment. Not to mention that they are unlikely to be equipped with the skillls to deal with difficult situations. Something all of us should be aware of when we are customers.

That is why it's important to have organisations like NRA available as a resource for employers and employees alike. As Amy said, it is so helpful to learn from others. That is the CSG ethos as well of course!

Financial members may be interested to revisit our March 2020 presentation Dealing with customer abuse (log in first). Kenn Rogers spoke about how the Reject Shop deals with customer abuse of their young workforce.

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Amy Lynes

Date & Time: Tuesday 11 July 2023, noon

CSG Hybrid Lunchtime Presentation -via zoom or in person

Speaker: Amy Lynes, Senior Workplace Relations Consultant, National Retail Association

Topic: Facing a rise in customer aggression

Retail workers are currently confronted by a trend of rising bad behaviour from customers, manifest as frustration, anti-social behaviour and aggression, which is affecting employees’ workplace safety and wellbeing.

This issue will be discussed in a presentation on 11 July by Amy Lynes, Senior Workplace Relations Consultant with the National Retail Association (NRA).....read more

Note: RSVP by close of business Monday 8 May 2023.  When booking, please ensure you select the July Event from the dropdown list (shaded orange), to RSVP.

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Site Visit: Victorian Tunnelling Centre

Date & Time: WEDNESDAY 14 June 2023, noon

Location: Holmesglen Institute Drummond Street campus, Chadstone

Numbers limited -book early to secure your place.

Site Visit -Victorian Tunnelling Centre
The Victorian Tunnelling Centre (VTC) at Holmesglen Institute’s Drummond Street campus in Chadstone offers specialist training to workers in the construction and operation of a variety of tunnels including rail, road, and utilities tunnels.....read more

Note: RSVP by close of business Friday 9 June 2023.  When booking, please ensure you select the June Event from the dropdown list (shaded orange), to RSVP.

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Health and Safety Representatives – Partners in safety

We have been very pleased to welcome WorkSafe Victoria as a Corporate Member this year and now to have one of their HSR Support Officers, Mike Craig, present to us. The feeling was clearly mutual, because Mike sent a thank you note to the organisers and attendees saying "[There was] some lovely feedback from the participants and some great questions from the audience at the end. Please pass along my thanks to all and sundry."

It is clearly a topic of great interest to our membership, as there was a big turnout for this presentation. It was particulalry timely for some of those present, because they had either just conducted HSR training in their workplace or were about to do so. In fact, it was great to see some HSRs from Melbourne Polytechnic in the audience.

Mike sees HSRs as WorkSafe's eyes and ears on the ground, and so it is a three-way partnership between HSRs, the employer and the regulator. He outlined the powers of HSRs, both what they can do and what they can't do. It is important to point out that they are not a replacement for a safety professional. He made the analogy with First Aiders, who are not required to do more than they are trained to do, but are a first port of call prior to the arrival of paramedics.

One of Mike's key messages about his role as an HSR support officer is that his main purpose is to support consultation in workplaces. Indeed, with consultation and representation being principles of health and safety protection under the Act, HSRs and Health & Safety Committees are vital links in the safety chain.

Mike also mentioned a range of supports available to HSRs from WorkSafe, including a monthly newsletter to which he encourages HSRs subscribe.

Mike's talk stimulated quite a bit of discussion, which is included in the video recording.

Financial members may be interested to read a report from Professor David Caple's presentation in August 2012 What additional support can WorkSafe provide for Health and Safety Representatives (HSRs)? (log in first) to gain an historical perspective and see what progress has been made since David's review.

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Free Webinar -Practical advice for handling incidents involving contractors

CSG members LinkSafe are holding a free online event on Wednesday 24th May at 2pm AEDT on the topic of Practical Advice for Handling Incidents involving Contractors, to be presented by Mark Alston and Sue Bottrell.

Many organisations struggle to find a healthy balance when a contractor has an incident. Who conducts the investigation? What are the responsibilities of the principal contractor or client? What are the responsibilities of the contractor? Will everyone tell us the truth?

How contractor investigations are handled can significantly impact client/contractor relations, impact safety, increase liability and prevent continuous improvement of safety. Mark Alston from Investigation Differently, and Sue Bottrell will discuss the best way to achieve a healthy balance in managing investigations involving contractors.

Investigations Differently Director, Mark Alston, has extensive experience facilitating investigations that commenced when he was a Federal Agent in the Australian Federal Police. Mark has more than 20 years of experience in Australia and internationally in a diverse range of industries including defence, mining, government, health, utilities and construction https://investigationsdifferently.com.au/

As it's a free event, it's bound to book out quickly, so make sure you register now via the link here.

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Mike Craig

Date & Time: Tuesday 9 May 2023, noon

CSG Hybrid Lunchtime Presentation -via zoom or in person

Speaker: Mike Craig, HSR Support Officer, WorkSafe Victoria

Topic: HSRs – Partners in safety

Health And Safety Representatives (HSRs), elected to represent their fellow employees, along with workplace Health and Safety Committees can make an important difference to workplace safety culture and outcomes.
Mike Craig, Health and Safety Representative Support Officer with WorkSafe Victoria, will discuss how Safety Managers can assist in making these workplace safety roles and relationships as productive and constructive as possible in a lunchtime CSG presentation on 9 May....read more

Note: RSVP by close of business Monday 8 May 2023.  When booking, please ensure you select the May Event from the dropdown list (shaded orange), to RSVP.

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CSG: Over 60 years and still going strong

There are so many people to thank for the past and continuing success of Central Safety Group after more than 60 years of existence: an impressive roll call of volunteers who have run the group; expert speakers who have shared their knowledge freely; and loyal members who have supported us.

All of this was celebrated last October at our special lunch at Parliament House Victoria. I think the joyous atmosphere that day was enhanced by the fact that it was the first time we had all seen each other in person for more than two years. The networking side to CSG was on show and embraced enthusiastically -some of those connections have borne fruit already. Helen O'Keefe offered the use of her Board Room for our monthly events now that we have moved to a hybrid format -it is a great venue and Helen's generous sponsorship means that we are able to use it free of charge. Several people also offered to be presenters / source speakers / host site visits and we have already had a couple of those speakers this year -more to come. 

We were honoured to have Dr Narelle Beer, Executive Director of Health and Safety, WorkSafe Victoria attend and give the keynote address. We welcomed Narelle's commitment on behalf of WorkSafe Victoria to maintain ties with our group, which has been put into practice with WorkSafe Victoria becoming one of three Corporate Members that have joined CSG in 2023.

There were many other highlights of the day, including David Caple AM as MC, and Barry Naismith from OHS Intros giving a fascinating overview of the history of OHS in Victoria. Our longest-serving president, Ollie Matthews, was honoured for his 22 years of service to the group (1998-2022). He had flown in from South Australia for the day, interrupting a holiday in SA & NT! 

A scrapbook was handed around with documents and photos gathered over the years, which are forming part of a history being written by our Membership Co-ordinator. If you have any memories or achival material you would like to contribute to this project, please conatct Marina via This email address is being protected from spambots. You need JavaScript enabled to view it..

I asked our current President, Nan Austin, for her reflections on the event and the future of CSG. She said: "Emerging from the Covid-19 pandemic, the CSG Committee confidently proceeded with plans to celebrate our 60 years of monthly discussions on workplace safety with a luncheon at the Victorian Parliament House Dining Room in October 2022. This event was all the more poignant with the recent closure of the Western Safety Group as the only other Victorian regional industrial safety group established under the Department of Labour still operating. Our history is displayed in our formal bank account name as the Central District Industrial Safety Group. I thank all our members, speakers and especially committee members who have supported CSG over these years. We are now planning a strategic review to ensure our continued relevance in the fast evolving sphere of workplace safety. We look forward to your contributions to this activity and our ongoing monthly events. We also welcome your reflections on our past, present and future."

For those who missed it, or others who would like to re-live this special occasion, we have produced a memorable package. There were a few technical challenges on the day, including our original plan for filming the speakers. However, our wonderful secretary Heather Turner saved the day by filming it with her phone and, while it will not be nominated for an Academy Award, it certainly captures the atmosphere well.

Financial members can view it here (log in first)

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Australian Work Health and Safety (WHS) Strategy 2023–2033

I received a media release from the Australian Institute of Health & Safety that would be of interest to CSG members -about their endorsement of Safe Work Australia's 10-year WHS Strategy. Here is their statement:

Too many Australians each year die or become seriously injured or ill due to work; this is unacceptable and preventable. The Australian Institute of Health and Safety (AIHS) endorses the vision of safe and healthy work for all Australians in the new Australian Work Health and Safety (WHS) Strategy 2023–2033.

We believe that every Australian, whatever their job, whether in rural workplaces or cities, has the right to healthy and safe work. As the peak national body for the health and safety profession, we commit to supporting the vision of the new Strategy.

“It may be a small note in the purpose and scope, but the recognition that this strategy should also contribute to the work and understanding of all in the WHS system including researchers, experts and practitioners who play a role in owning, contributing to, and realising the national vision is an important reminder of the critical role of our profession”, says Naomi Kemp, AIHS Chair.

Each and every day, our members provide evidence-based and practical advice to organisational leaders on health and safety matters so they can prevent work-related psychological and physical harm to their workers and meet their duties under work health and safety legislation.

Alongside Safe Work Australia, its members, and this new strategy, the AIHS will:

• Uphold standards for WHS education and training to enable good WHS practice, based on the OHS Body of Knowledge.
• Drive informed collaboration as the independent experts sitting between unions and employer organisations to respond to WHS challenges effectively.
• Promote and showcase innovation and exemplary WHS practices that prevent work-related psychological and physical harm.
• Build an effective WHS workforce by promoting the career path and ensuring professional and ethical standards.
• Raise the capability and credibility of the profession through certification to assure employers and governments of the quality of advice needed to save lives in our workplaces.
• Support Australian researchers to provide employers and governments with evidence regarding current and emerging risks to deepen knowledge and broaden understanding.
• Shape contemporary policy and practice by providing regulators with the evidence base beyond the WHS system to inform policy and regulation.

Following the release of the new Strategy, the AIHS will be releasing its new Strategic Plan - Vision 2026 which will provide more detail. “The AIHS looks forward over the next decade to continuing our commitment to healthier, safer workplaces and communities,” Ms Kemp said.

To view the complete strategy, click here.

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Free Webinar -Cyber Awareness and Safeguarding of Information

CSG members LinkSafe are holding a free online event on Wednesday 26th April at 2pm AEDT on the topic of Cyber Awareness and Safeguarding of Information, to be presented by Michael Connory, CEO at Security in Depth

As businesses continue to expand their online presence and reliance on technology, the emergence of sophisticated cyber-attacks has become a harsh reality that demands immediate attention. 

In this session, Michael will discuss crucial strategies for identifying potential threats, highlight the indispensable value of partnering with ISO27001 accredited businesses, and underscore the significance of adopting robust cybersecurity measures to safeguard the integrity and sustainability  of your company.

Join LinkSafe as they equip you with the knowledge and tools needed to fortify your organisation's digital defences and ensure a secure future in the face of cyber uncertainty. 

As it's a free event, it's bound to book out quickly, so make sure you register now via the link here.

Financial CSG members can also catch up with the presentation given to us on this topic by Michael Connory in November 2020 Web Safety Risks. That was our first zoom presentation and it was as timely then as it is now. Michael has a wealth of knowledge and gave a great deal of practical advice.

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Designing a sustainable workplace

We were so pleased to have this interesting topic presented by long-time CSG member Rosie O'Halloran. One of the strengths of our association is that we have members who share their expertise and knowledge with us, and that their particular experiences can also be applied in a range of other workplaces.

Rosie began by giving a snapshot of the period from the 1970s to the 2000s and the evolution of design issues with indoor workplace environments. One aspect that hasn't changed much is the tendency for ergonomics to be the poor cousin to design -that it can be sacrificed to an overriding consideration of aesthetics.

Rosie showed photos that demonstrated this challenge as well as other images of poor design from the workplace that was the subject of her recent Green Star project at the Unversity of Melbourne. Rosie developed a comprehensive methodology that includes a range of engagement methods as well as the application of science and photographic evidence.

Rosie gave many practical examples of what to consider when choosing furniture and equipment. It was interesting to see how her project team developed prototypes and mock-ups of furniture that were tested by users and improved prior to manufacture and roll-out.

While the Green Star ergonomics credit rating for interior design requires certification by a Certified Professional Ergonomist, Rosie emphasised that her methodology can be applied by a generalist OHS practitioner, because she has proven that it works and it complies. In fact, she won an award for it! A great catchphrase sums up one of Rosie's take-home messages: good ergonomics = good economics.

Ergonomics is always topical and we have several other presentations in our archives that may be of interest, including David Trembearth's Musculoskeletal Issues - What’s New and David Caple's Sit-Stand Desks (log in first).

We encourage members to follow Rosie's example in sharing knowledge by presenting to the group, so if you would like to make a contribution, please contact Jane Loudon: This email address is being protected from spambots. You need JavaScript enabled to view it..

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