Definition: Exposure to violence refers to workers' risk of encountering physical violence, verbal aggression, or threatening behaviour from clients, customers, members of the public, or colleagues. This includes physical assault, verbal threats, intimidation, and aggressive behaviour that workers may encounter as part of their role. Both direct exposure and the anticipation of potential violence are significant psychosocial hazards.
Overview
Violence at work is not limited to physical assault. Verbal aggression, threatening behaviour, and intimidation cause psychological harm even when they do not result in physical injury. For workers whose roles involve regular contact with distressed, agitated, or adversarial individuals, the anticipatory stress of potential aggression is itself a chronic psychosocial hazard.
Exposure to violence is particularly prevalent in healthcare, emergency services, social work, retail, hospitality, security, and justice sector roles. But it also occurs in settings that are often less prepared for it, including banking, real estate, and customer service environments during disputes or collections processes.
The psychological effects of work-related violence include post-traumatic stress symptoms, hypervigilance, anxiety, and changes in how workers approach their role. Workers who are regularly exposed to aggression often develop defensive behaviours that affect their performance and relationships. They may also begin to normalise the risk, which creates its own complications for hazard management.
Control measures focus on reducing the likelihood of exposure through work design, training, and environmental factors, as well as on providing effective support after incidents occur.
Why it matters
Exposure to violence and harassment from clients or third parties is the third largest driver of psychological injury claims in Australia, accounting for 15.7% of mental health claims. The Model Code of Practice explicitly names violence as a psychosocial hazard. WorkSafe NZ's 2024 guidance includes exposure to violence and other traumatic events in its hazard framework. Both regulatory frameworks expect organisations to manage violence risk proactively through the hierarchy of controls, not only by providing counselling after incidents.
Warning signs
Signs this is managed well
- Workers in high-risk roles have adequate training and protocols for managing aggression
- Incidents are reported and analysed systematically to identify patterns
- Environmental and procedural controls are in place to reduce exposure
- Workers feel able to refuse unsafe situations or call for backup
- Post-incident support is activated promptly after exposure events
Signs this is a risk
- Workers in certain roles describe regular exposure to verbal aggression as simply part of the job
- Incidents are underreported because workers believe nothing will be done
- Inadequate security, staffing, or environmental protections in client-facing roles
- Workers are not given genuine authority to manage or disengage from aggressive clients
- Post-incident support is reactive and inconsistent
Control measures
- 1Conduct a violence risk assessment for roles with client or public-facing exposure
- 2Implement environmental controls such as staffing ratios, physical barriers, and emergency call systems
- 3Provide training in recognising escalation and de-escalating aggressive behaviour
- 4Establish clear protocols for when workers can disengage from or refuse interactions
- 5Create a reporting system that makes it easy to document incidents without stigma
- 6Activate structured post-incident support, not just access to an EAP, after serious exposure events
Legal context (Australia and New Zealand)
Violence is explicitly named as a psychosocial hazard in the Model Code of Practice: Managing Psychosocial Hazards at Work. WorkSafe NZ's 2024 guidance includes exposure to violence as a hazard in its framework. Under both regimes, organisations must manage violence risk through the hierarchy of controls: first seeking to eliminate or reduce the risk through work design, environment, and procedures, and only supplementing with individual support measures. The regulatory obligation is proactive, not merely reactive to incidents.
See it measured
Want to track exposure to violence in your own workforce?
Clearhead measures all 18 factors monthly — giving H&S leaders a live risk picture and employees a personalised reflection.
Self-assessment
Answer a few questions to get a directional risk indicator for this factor in your organisation.
Quick Assessment
How is Exposure to Violence managed in your organisation?
Answer all questions to see a risk indicator for this factor. No data is stored or sent anywhere.
Regulatory timeline
How this factor has been formalised in Australian and New Zealand workplace health and safety frameworks.
Regulatory timeline
- 2022
Violence named as a psychosocial hazard in the Model Code of Practice, including verbal and psychological forms alongside physical violence.
- 2024
WorkSafe NZ guidance includes exposure to violence and other traumatic events as a hazard category.
- 2025
Victoria's Compliance Code requires assessment of exposure to aggression and violence as part of psychosocial hazard identification.
Related factors
- Exposure to Trauma →Whether workers encounter traumatic events or material as part of their role.
- Harassment and Bullying →Whether workers experience unwanted, repeated, or hostile behaviour from others.
- Support →Whether workers receive adequate support from their manager and colleagues.