Operational Blueprint documents (LEX 89131): Customer aggression - Post incident contact 104-07020070 (effective from 18 November 2025) Customer aggression - Staff support 104-07040000 (effective…

Written by Claude Haiku 4.5 from the extracted text on 27 Feb 2026. It can miss or misread redacted and scanned pages. Check the source before relying on it.

Services Australia released operational procedure documents outlining post-incident contact protocols following customer aggression incidents (effective 18 November 2025) and staff support procedures (effective 12 December 2025). The post-incident contact procedure requires managers and team leaders to contact customers after aggression or counterproductive behaviour to understand the incident, reinforce behavioural expectations, assess ongoing safety risks, resolve triggering issues, and discuss potential consequences including verbal warnings, warning letters, Managed Service Plans (MSP), or service restrictions. Contact should be made by the staff member's direct manager, or by a colleague if the affected staff member is themselves a manager. The procedure emphasises considering timing based on incident severity, with immediate contact possible when provisional MSPs are implemented due to safety risks. Documents were released in part, with information exempted under section 47E(d) of the Freedom of Information Act.