Model guidelines - managing and responding to threats, aggressive behaviour and violence from members of the public

ISBN 978-1-925061-31-4
Category Guidelines and model policies
Publication Date 30 June 2014


These guidelines have been developed by my office to provide practical guidance to staff on how to deal with members of the public appropriately and safely. They outline what is expected of staff and the people interacting with them, as well as procedures for dealing with people who display threatening, aggressive or violent behaviour.

The guidelines are adaptable to a range of situations involving interactions between staff and members of the public. They also aim to support organisations in taking reasonable steps to ensure a safe working environment for their staff.

This is the first edition of our model guidelines on this topic. I hope they provide organisations and their staff with meaningful, practical support in the workplace.

[PDF, 208.1KB]

Download Report

Right-click on the format you wish to download, and save to your computer to view once the download is complete. Viewing documents, whilst downloading at the same time, may result in the file not displaying completely or correctly.


Word: Not available.

HTML: Not available.

Get Adobe Reader