ServiceNSW: Occupational Violence survey results
Thank you to all members who completed the Public Service Association’s Occupational Violence Survey. Your feedback has provided a powerful insight into the daily challenges and risks many of our members in ServiceNSW face. Especially in roles involving public interaction. Here is a clear summary of what we heard and the actions the PSA will take.
Key findings
Work environment & public interaction
- 54% of respondents work in Service Centres; 32% in Contact Centres
- 75% always interact with the public as part of their role.
- 61% have been in their role for more than 5 years.
Incidents of violence in the past 12 months
- 84% experienced verbal abuse
- 41% experienced verbal threats
- 40% experienced intimidation
- 35% experienced bullying from staff or management
- 8% experienced physical assault
- 7% reported sexual harassment.
Frequency of incidents
- 32% experienced violence more than 6 times.
- 17% said violence was ongoing or repeated.
Who was responsible
- 70% said the perpetrator was a member of the public.
- 28% said a supervisor or manager was involved.
- Most incidents occurred on-site (67%) or online/phone (26%)
Reporting and follow-up
- 51% formally reported the incident.
- 26% informally mentioned it.
- Top reasons for not reporting:
- 41% cited lack of time or support.
- 38% believed nothing would be done.
- 32% didn’t think it was serious enough.
Employer response
- Only 4% said a formal investigation took place.
- 6% said there was disciplinary action.
- 48% said no action was taken.
Personal impact
- 87% experienced stress or anxiety.
- 59% reported decreased job satisfaction.
- 32% sought mental health support.
- 19% took time off work.
Current safety measures in the workplace
- CCTV surveillance (66%), duress buttons (60%), and staff training (62%) are most common.
- Only 19% have physical barriers.
- 6% reported no safety measures in place.
Training and confidence
- 69% received occupational violence training in the past 12 months.
- Only 22% feel very confident de-escalating a violent situation.
- 20% feel not confident at all.
Perception of safety
- Only 6% feel completely safe at work.
-
43% feel slightly safe or not safe at all.
What members want
When asked what would improve safety:
- 40% want a clear and enforced occupational violence policy.
- 36% want better de-escalation training.
- 32% suggested office layout improvements.
- 26% want physical barriers and more on-site security.
Union response
These findings are deeply concerning. No worker should be exposed to abuse, intimidation, or violence while doing their job. Occupational violence is not part of the job. It is a failure of the system.
The PSA calls on Service NSW to:
- Adhere to their work health and safety obligations as an employer.
- Develop and enforce a clear policy on occupational violence.
- Investigate and act on all reports of violence.
- Increase physical protections: duress buttons, barriers, and on-site security.
- Provide better access to mental health support.
- Strengthen training to build worker confidence and capability.
Next steps
Service NSW delegates will be meeting shortly to develop a comprehensive response and plan, including:
- Raising these issues at the next consultative committee meeting.
- Developing a formal submission to Service NSW seeking immediate improvements.
- Continuing to support any member who experiences violence at work.
Need support?
If you have experienced occupational violence, we encourage you to:
- Contact your union delegate or organiser.
- Use your workplace EAP services.
- Speak to us confidentially for advocacy and advice.
You deserve to feel safe at work. Your union, the Public Service Association will stand with you every step of the way.
Contacts
Service NSW Departmental Committee delegates
Kieren Streat Chairperson
Kylie Sorensen Vice Chair
Will Thomson Secretary
Robbie Gratton Assistant Secretary
Simon Dawson
Joshua Karadaghian
Dana Mahafza
Edwin Garland
Kylie Sorensen
Bec White
Rae Steel
Chris Ambroisine
PSA staff