Reporting psychosocial hazards
Inadequate staffing, work overload and customer abuse are all common psychosocial hazards facing retail workers.
They must be treated as serious health and safety issues, and you should report it so there’s a record of it.
You can find some examples of psychosocial hazards below.
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Time Pressure
Time Pressure
- Reduced or missing meal or tea breaks; lack of time for toilet breaks.
- Working outside of rostered hours, arriving early or staying late.
- Performing other work tasks outside of the workplace, such as at home, especially by managers (calls, emails, texts, rosters).
- Working at an unsustainable pace, including rushing to complete tasks and skipping necessary safety processes – such as safety checks on equipment or vehicles prior to use, using equipment to assist with manual tasks (e.g. ladders or safety steps), or failing to wait for assistance with tasks that require two people, such as two-man lifts.
Mental & Physical Health Strain
- Workers reporting increased fatigue, physical soreness, stress, and burnout.
- Increased incidents of workplace injuries.
- Affects on interpersonal relationships inside and outside of work and inability to enjoy work.
- Cutting corners due to overload with safety or quality consequences such as skipping cleaning as thoroughly which can lead to food safety concerns.
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Time Pressure
Managerial & Structural Issues
- Poor supervisory or managerial support.
- Bullying, micromanagement, or pressure from managers (in-person or online).
- Lack of training for staff.
- Interdepartmental conflict, including disputes over staffing and task prioritization.
Operational Bottlenecks & Environmental Stressors
- Congestion in back-of-house areas which impacts not only emergency and fire safety, and creates cleanliness issues, but also affect the speed of workflow in these areas.
- Equipment shortages or poor maintenance, often due to overuse and being burdened with more than what the equipment is meant to handle, such as being overloaded with stock (machinery, vehicles, essential tools).
- Tasks left incomplete (e.g. cleaning, stocking) or done poorly can have cascading effects – for example, stock being put in the wrong place due to time pressures must be corrected, causing double handling.
- Congestion on selling floors of many retailers, which is causing trip hazards, customer complaints and slowing down work.
Customer - Related Pressures
- Increased customer abuse and violence, due to many factors including lack of staff, as well as staff being unresponsive and unable to help properly because of work pressure.
- More frequent customer complaints.
- With reduced staff often there are more opportunities for theft or shoplifting incidents because workers are more frequently working alone or are very isolated.
Technology & System Failures
- Issues with AI or automated tools (e.g. walkpath optimizer or scanning cameras on registers), which leads to inefficiencies which causes more workload and strain on workers.
- Incorrect data inputs can cause logistical problems – for example, if the mapping of item locations for a store is incorrect, workers will not be able to find items.
How to report psychosocial hazards in your store
All these psychosocial hazards point to issues with workload.
They must be correctly identified as safety issues and reported just like any other safety issue. You can usually report safety issues in a number of ways and this varies from company to company, but generally the first step is to speak to your line manager or store manager.
We would encourage you to put this in writing.
The second step is to check in with your manager after reporting to see where things are at.
Thirdly if your matter is unresolved or not actioned contact the SDA at your local Branch.
Remember, workload is a safety issue. And if you need help at any stage in this process the SDA is here to help.
Below are some specific processes for some companies which may also assist.
| Business | Policy |
|---|---|
| Aldi | Step 1: To raise your safety concern, speak with your direct leader at any time. This would be your Store Manager or whoever is in charge (like the Assistant Store Manager or Duty Manager). You can also report concerns to your Health and Safety Representative. They’ll pass it on to the Store Manager. Step 2: The Store Manager or leader you have reported to then should log the issue in ALDI’s online safety system. The Regional Safety team and Executive Manager are then notified, and someone is assigned to fix it. The issue stays open until it’s resolved. If you want an update at any time, your Store Manager or Health and Safety Representative should be able to provide one on your request. Step 3: If the concern remains unresolved after this, discuss your concern further with your manager. If still unresolved, or if you need any help at any stage, contact your local SDA Branch or local store SDA Delegate or HSR. |
| Best and Less | Step 1: You can report any incidents or hazards to your line manager or you can also report directly through the Safety Champion Portal. If reported to a manager they’ll record it also in the WHS software, Safety Champion. Step 2: Depending on the type of incident, Safety, Loss Prevention, and Property teams are notified of the reported incident or hazard and it should be investigated. Investigations and corrective actions are tracked in Safety Champion. You can also get a copy of the report or an update on the outcome. Step 3: If the concern remains unresolved after this, discuss your concern further with your manager. If still unresolved, or if you need any help at any stage, contact your local SDA Branch or local store SDA Delegate or HSR. |
| Big W | Step 1: Report all hazards and safety issues to your line manager. They should record it in the hazard reporting system (PULSE). Step 2: If the matter remains unresolved or they don’t take action, speak to the Store Manager. Step 3: If the concern still remains unresolved after speaking to your store manager, contact your local SDA Branch or local store SDA Delegate or HSR. You can also use the anonymous Speak Up process at any time or speak to your local SDA Branch or local SDA Delegate or HSR at any time for support in this process. |
| Bunnings | Step 1: There are several ways a hazard can be reported in Bunnings. Any worker can report any safety hazard directly by using the Hazard Reporter app on Zebra devices. Workers can also report safety issues to your leader face-to-face or via Workchat. Workers can also raise concerns directly to their local Safety Improvement Team or SDA Union Health and Safety Representative. Step 2: All the reports from hazard reporter go to a central database which both your store and the Bunnings safety team can access. Your store should also discuss these reports and any which have been directed to your Safety Improvement Team (SIT) directly in the SIT Committee meetings which should be occurring regularly. The minutes of SIT meeting are printed on the SIT board. Some Bunnings sites will also share them via Workplace or in team huddles. If you report the issue to your leader, your leader should either log it into the Hazard Reporter, address it immediately, or send it to Team Assist (who escalate it to the right team who can help), or record it as a near miss or incident. Step 3: If the concern remains unresolved, consult the resolution guide. It explains how to raise concerns at the site level, through support teams, or externally to WorkSafe or through to the SDA Union. At any time speak to your local SDA Branch or local SDA Delegate or HSR |
| Coles | Step 1: Report any incidents or near misses or hazards to any Manager on Duty. Step 2: The Manager on Duty should call the Critical Incident Desk (CID), which collects the initial details and this should automatically send a formatted report to the right people to help fix the issue. Serious incidents should be escalated immediately. The information is then entered into Salesforce, where Coles investigates and analyses the data. Step 3: If the concern remains unresolved after this, discuss your concern further with your manager. If still unresolved, or if you need any help at any stage, contact your local SDA Branch or local store SDA Delegate or HSR. |
| Costco | Step 1: To report an incident or hazard complete a hard copy incident form. You can ask your manager or location manager for a copy of this form. Step 2: There’s no set timeframe for when you’ll get feedback - it depends on the incident. However, you should receive an acknowledgement and updates and if you wish to know where things are up, speak to a manager. Costco should close out issues with you so you know the outcome of what you’ve raised. Step 3: If the outcome is unsatisfactory, discuss your concern further with your manager. If still unresolved, or if you need any help at any stage, contact your local SDA Branch or local store SDA Delegate or HSR. |
| David Jones | Step 1: There are various options for reporting incidents and hazards. You can report incidents and hazards to your manager or your site manager in person or a member of your health and safety committee or local HSR. They will log it into the online system Tracksafe. Step 2: For updates and if you feel your concerns have not been resolved, speak with your site manager. Step 3: If your matter remains unresolved contact your local SDA Branch or speak to your store SDA delegate or HSR. |
| Dan Murphy’s and BWS | Step 1: Report into pulse the incident or hazard. Workers can enter reports directly or managers can enter these. This can be done online or manually - stores should have a safety flip chart and manual versions of reporting forms are in this folder. Ensure you let the manager know if manual forms have been completed so they can be entered online later. Step 2: The report will be sent to relevant parties and investigated. You can obtain a copy of the first page of the report if you wish. Step 3: If the outcome is unsatisfactory, discuss your concern further with your manager. If still unresolved, or if you need any help at any stage, contact your local SDA Branch or local store SDA Delegate or HSR. . |
| Kmart | Step 1: There are a few different ways you can raise your safety concerns. You can report safety issues to your line manager. They’ll enter it into SOLVE. Or you can also use the QR code system, especially if you're working during backshift hours when managers aren’t around. The form created from the QR code goes to the Store Manager, who should raise it with the safety committee. Anyone can use this system. Or you can also ask to join the monthly health and safety committee, or request to attend the committee meeting to raise your specific request. Alternatively, you can also ask your elected Health & Safety Representative (HSR) to raise the issue on your behalf. There’s also an anonymous reporting line if you prefer to report confidentially. Step 2: If your concerns remain unresolved, discuss your concern further with your manager. Step 3: If still unresolved, or if you need any help at any stage, contact your local SDA Branch or local store SDA Delegate or HSR. |
| Target | Step 1: There are a few different ways you can raise your safety concerns. You can report safety issues to your line manager. The manager will enter this into IRIS (Information Reporting Information System) Or you can also use the QR code system, especially if you're working during backshift hours when managers aren’t around. The form created from the QR code goes to the Store Manager, who should raise it with the safety committee. Anyone can use this system. Or you can also ask to join the monthly health and safety committee, or request to attend the committee meeting to raise your specific request. Alternatively, you can also ask your elected Health & Safety Representative (HSR) to raise the issue on your behalf. There’s also an anonymous reporting line if you prefer to report confidentially. Step 2: If your concerns remain unresolved, discuss your concern further with your manager. Step 3: If still unresolved, or if you need any help at any stage, contact your local SDA Branch or local store SDA Delegate or HSR. Step 3: If still unresolved, or if you need any help at any stage, contact your local SDA Branch or local store SDA Delegate or HSR. |
| Myer | Step 1: Discuss the concern with your direct manager. They will review any related documents (like hazard reports or risk assessments), and complete Part 1 of the Safety Dispute Resolution Report Form together with you. Step 2: If the issue isn’t resolved during this meeting, your manager will escalate it to the Site Manager, who will investigate further and complete Part 2 of the form. If needed, the Site Manager will escalate to the Risk & Safety Manager/Advisor, who reassesses the issue and may involve the National Safety Manager if it remains unresolved. Step 3: The National Safety Manager reviews all information, consults with relevant parties, and completes Part 4 of the form. If the issue still isn’t resolved, external advice may be sought from regulators or associations. At any stage, you can request feedback, and outcomes should be shared with affected team members and documented in the Site Operational Plan. If there’s an elected Health & Safety Representative (HSR), they must be involved. If the concern is not resolved, at any point you can ask for the SDA’s assistance. You can contact the SDa through an SDA delegate, or through your local SDA Branch. |
| Super Retail Group | Step 1: There are various options for reporting incidents and hazards. You can report incidents to your manager, the person in charge, or a team leader. Or you can log an incident in WORMs (Web Operations Risk Management System), but this can only be done on-site using an SRG computer. If needed, a Manager, Person in Charge, or Health and Safety team member can help you complete the report. Step 2: For updates and if you feel your concerns have not been resolved, speak with your site manager. Step 3: If the matter remains unresolved you can raise your concerns, contact your local SDA Branch or speak to your store SDA delegate or HSR. |
| Woolworths | Step 1: Report all hazards and safety issues to your line manager. They should record it in the hazard reporting system (PULSE). Step 2: If the matter remains unresolved or they don’t take action, speak to the Store Manager. Step 3: If the concern still remains unresolved after speaking to your store manager, contact your local SDA Branch or local store SDA Delegate or HSR. You can also use the anonymous Speak Up process at any time or speak to your local SDA Branch or local SDA Delegate or HSR at any time for support in this process. |
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