Your CPSU representatives have been appealing to Centrelink for years to adopt a ‘zero tolerance’ approach to workplace violence and to undertake a joint review with CPSU, facilitated by independent experts, of the problem in Centrelink workplaces.
Your CPSU representatives have been appealing to Centrelink for years to adopt a ‘zero tolerance’ approach to workplace violence and to undertake a joint review with CPSU, facilitated by independent experts, of the problem in Centrelink workplaces.
Your national CPSU representatives (Centrelink Section Council and delegates) have had an initial look at the new guidelines and here are some of their comments:
“Centrelink have just released a new paper on Dealing with Customer Aggression. A comparison of the new paper with one dated 25/08/2000 shows no real change. Is anyone in National listening?”
“Again they are treating the symptoms and ignoring the causes.”
“Half the problem is not only that staff are discouraged from lodging an ep63, but because so many incidents of aggression happen at reception, staff are not given the opportunity to leave the counter and code the ep63.”
“We know that if Centrelink spent less time monitoring and pressuring staff attendance and spent more time on removing customer aggression they would probably fix a major cause of high personal leave.”
“Didn’t national management tell us there was a ‘zero tolerance policy’ on customer aggression?!”
“With staffing levels at critical lows and customers lined up out the door, we need to look at the systemic causes of aggression and the most effective responses.”
“I’m sick of hearing about CSAs being hurt and Centrelink not taking action to fix the real problem.”
“We have security guards in CSCs - are these treating the cause or the symptoms?”
“It’s not fair on us and it’s not fair on the majority of customers who expect a non-violent environment.”
What do you think?
CPSU has set up a special feedback box on our website. Go to https://www.cpsusurveys.org.au/customeraggression.asp and quickly tell us whether you think the Customer Aggression guidelines should be improved and if so, how. Think about what will make your workplace safer.
Your National OHS Committee meets soon The risk of violence in many Centrelink workplaces highlights the importance of joint CPSU – management forums such as the National OHS Committee. Through this committee, and local committees, you can be heard and important OHS issues can be raised and resolved cooperatively.
The new National OHS Committee will meet on 7 May. Your representatives will take your feedback on the Customer Aggression Guidelines to the meeting and push Centrelink for a real response: let’s look at violence in the workplace systematically and come up with some real solutions!
