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CSG July 2023 speaker: Amy Lynes: Facing a rise in customer aggression

Facing a rise in customer aggression

Presentation by: Amy Lynes, Senior Workplace Relations Consultant, National Retail Association

CSG event video now available (members only)
Presentation package now available (members only)

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 was discussed in a presentation on 11 July by Amy Lynes, Senior Workplace Relations Consultant with the National Retail Association (NRA). She spoke about the impact of customer aggression on frontline retail employees, both in large retailers and small local businesses.

The industry is focused on how to manage this trend, alongside other workplace health and safety obligations, including controlling psychosocial risks and proactively preventing sexual harassment, to keep their employees safe and properly supported.

Amy said the NRA has seen a huge increase in demand from their members for training courses on dealing with aggressive customers, as well as members accessing their guides on topics such as preventing workplace sexual harassment.

Her presentation was followed by questions and discussion.

The presenter:

Amy Lynes joined the National Retail Association (NRA) in 2022, where she is a Senior Workplace Relations Consultant. NRA is a not-for-profit peak industry body that represents the interests of over 40,000 shop fronts across Australia. Prior to that Amy, who has a law degree, led a Human Resources team for over a decade with a national retail and manufacturing business. This included overseeing areas such as learning and development, industrial relations and work health and safety.


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Melbourne &

CSG July 2024 special event - Site Visit - Melbourne & Olympic Parks

Site visit to Melbourne & Olympic Parks

CSG special event

How: In-person attendance only.

Date: Tuesday 9 July 2024, noon
Non-Members welcome to attend

Site visit to Melbourne & Olympic Parks
Enjoy the chance to see inside the safety systems of some of Melbourne’s biggest event and sporting venues with Scott McMillan, Director of Safety at Melbourne & Olympic Parks on 9 July.
Melbourne & Olympic Parks (M&OP) is home to seven national, elite sporting teams and welcomes millions of visitors annually. The precinct is acclaimed for hosting the Australian Open, a range of sporting codes, as well as top international acts and musicians.
On the site visit, Scott will show the safety side of what goes into putting on some of its main sporting events. This includes discussing the challenge of providing safe delivery, in a short time frame and on a very large scale.

About the Venue:

The original Olympic Park sporting arena, established in 1933, was demolished in 1946 for redevelopment to prepare the precinct to host field hockey and cycling events during the 1956 Olympic Games. By 1988, another significant redevelopment was underway to establish a purpose-built, multi-venue National Tennis Centre to host the Australian Open. In 2006 the precinct hosted various events for the Commonwealth Games.
Today the precinct is home to six of Melbourne’s premier venues: Rod Laver Arena, Margaret Court Arena, John Cain Arena, AAMI Park, CENTREPIECE and Kia Arena. A $972 million-dollar Melbourne Park Redevelopment has recently been completed by the Victorian Government.

Date: Tuesday 9 July 2024
Time: 12:00pm to 1:00pm
Attendees should plan to arrive at least 10 minutes in advance of the tour.
Where: Melbourne & Olympic Parks, Olympic Blvd, Melbourne.
Attendees will be notified of the exact meeting point prior to the event.
By public transport:
Tram 70 (Wattle Park) from Flinders Street and Richmond Stations. It stops at Rod Laver Arena (Stop 7B), John Cain Arena (Stop 7C) and AAMI Park (Stop 7D).  Tram 48 (North Balwyn) and Tram 75 (Vermont South). These stop adjacent to the MCG on Wellington Parade.
By car:
Parking is available at the Eastern Plaza Car Park (Entrance D, Olympic Boulevard). Cost $7.50 Can be pre-booked at
Cost: Financial members* free. Others $15
RSVP: COB Friday 5 July 2024. Online using our RSVP form
Join: Join CSG now [Individual membership fee: $85.]
*If unsure of your membership status, contact This email address is being protected from spambots. You need JavaScript enabled to view it.
   RSVP: by Friday 5 July.
Online using our RSVP form or Email: This email address is being protected from spambots. You need JavaScript enabled to view it., phone the secretary T: (03) 9387 9768 Mobile 0417 040 252

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