Most organisations don’t need convincing that customer aggression is real. If you manage a public-facing site in Perth—council customer service, libraries, community facilities, retail, health reception, education front counters, utilities, or property management—chances are you have already dealt with it.
Customer aggression is not always physical. Often it starts as raised voices, intimidation, refusal to comply, threats, stalking behaviour, or repeated escalating complaints. The problem is that when staff aren’t supported by a clear procedure, they’re forced to make judgement calls under pressure—and responses become inconsistent.
A customer aggression procedure gives your staff a clear, calm framework for handling difficult behaviour safely and consistently. It also gives management a defensible system for escalation, incident reporting, and follow-up.
Smartsec Security Solutions supports Perth and Western Australia organisations with practical customer aggression procedures that align to real staffing conditions, not ideal scenarios.
What is a customer aggression procedure?
A customer aggression procedure is an operational guide that defines:
- what behaviours are considered aggressive or threatening
- what staff should do first (and what not to do)
- how to de-escalate while keeping people safe
- when and how to escalate to a supervisor or security
- when to contact police or emergency services
- what to document and how to follow up
A good procedure is not a “policy statement.” It is a step-by-step response tool that staff can use in the moment.
Why customer aggression procedures often fail
In many Perth organisations, procedures exist but are not usable. Common reasons include:
- the procedure is too long, too formal, or written like a compliance document
- it relies on staff doing things that are not realistic in a real incident
- it assumes security is always available, or always nearby
- it does not define escalation pathways if the first contact doesn’t answer
- it does not define thresholds for police involvement
- training is ad hoc, so response depends on individual confidence
- there is no follow-up process, so repeat offenders return and patterns continue
A strong customer aggression procedure fixes this by being short, clear, rehearsable, and aligned to how the site actually operates.
Who needs a customer aggression procedure in Perth?
Any organisation that serves the public can benefit. In Western Australia, the highest need is often found in:
- council customer service centres
- libraries and community hubs
- reception counters and service desks
- health environments (clinics, waiting areas, reception)
- education admin areas and student services
- property and facilities management environments
- retail and shopping centre management offices
- sites where fines, enforcement, restrictions, or complaint handling occurs
If your staff must say “no” to people—refuse service, enforce rules, manage complaints, or handle sensitive decisions—then your risk is higher and the need for a clear procedure is stronger.
A practical customer aggression response framework
The most effective procedures are built around a simple escalation pathway. It should be consistent, predictable, and easy to remember.
A strong customer aggression procedure typically includes:
Early identification: recognise the escalation
Staff should be trained to recognise early warning signs, such as:
- raised voice, rapid speech, clenched fists, pacing
- refusal to comply with reasonable directions
- invasion of personal space, blocking exits
- verbal threats, intimidation, discriminatory abuse
- fixation or repeated contact beyond normal complaint behaviour
Early identification matters because it allows staff to de-escalate before the situation becomes unsafe.
De-escalation: calm, clear, and boundaries
A good procedure gives staff language and boundaries, not vague advice.
Key principles often include:
- speak calmly and slowly, keep instructions simple
- acknowledge emotion without agreeing to unsafe demands
- maintain space and avoid being cornered
- avoid arguing facts during escalation—focus on safety and next steps
- offer options and clear pathways (appointment, supervisor, written process)
- set boundaries early (“I can help if we keep this respectful”)
The procedure should also clearly define when de-escalation is no longer appropriate and escalation is required.
Escalation: when to call for support
This is where procedures must be realistic. If a procedure says “call security immediately” but you don’t have security on-site, it fails.
Your escalation steps should define:
- who staff contact first (supervisor, duty manager, security, control room)
- what to do if that person doesn’t answer
- how to discreetly signal for help
- where staff should position themselves while waiting for support
- when to move other customers away or close service temporarily
If you use duress alarms, the escalation should include exactly what happens after activation, including monitoring centre response expectations and fallback contact pathways.
Withdrawal and safety: knowing when to disengage
Staff should not be expected to “win” a confrontation.
A clear customer aggression procedure includes permission to:
- end the interaction if behaviour continues
- step away to a safer position
- move behind secure doors or into staff-only areas
- call police if there is a credible threat or immediate risk
This section should be explicit. Staff often hesitate because they fear they’ll be judged for “overreacting.”
Police and emergency thresholds: remove uncertainty
Procedures should remove guesswork by defining thresholds such as:
- credible threats of harm
- stalking behaviour or threats outside the workplace
- physical assault or attempted assault
- weapons present or implied
- damage to property during escalation
- refusal to leave when directed, where safety is at risk
The procedure should also define who calls, what information to provide, and what to record.
After the incident: documentation, welfare, and follow-up
A customer aggression procedure should not end when the person leaves.
A robust procedure includes:
- incident reporting requirements (what to record, when, and where)
- CCTV and evidence preservation steps (if applicable)
- staff welfare checks and debrief support
- follow-up actions such as banning notices, conditions of entry, or restricted contact pathways
- review of what failed and what needs improvement
This is how you prevent repeated incidents and reduce long-term risk.
Environmental and design controls that support staff safety
Customer aggression procedures are most effective when the physical environment supports them. Many Perth sites have counters or reception layouts that unintentionally increase risk.
A review of staff-facing spaces often considers:
- safe positioning and escape routes for staff
- line of sight from colleagues to front counters
- duress button placement and accessibility
- barriers or counter design that reduces reach-over risk
- waiting area layout that avoids trapping staff
- signage that sets expectations for behaviour
If your site has recurring issues, a CPTED or public-facing layout review can be a useful complementary step, particularly for libraries, council service centres, and community hubs.
Training: the missing link in most procedures
A procedure is only as good as staff confidence in using it.
At minimum, training should ensure staff can:
- recognise early escalation signals
- use de-escalation language and set boundaries
- activate escalation pathways quickly and discreetly
- understand lockdown or shelter-in-place expectations where relevant
- document and preserve evidence after an incident
Even a short practical session or tabletop walk-through can materially improve response consistency.
When to step up to a broader risk assessment
If customer aggression is happening regularly, or if there are broader threats across the site (after-hours risks, poor visibility, access issues, repeated trespass), then a customer aggression procedure may be one component of a larger control uplift.
In those cases, a broader security risk assessment can help:
- identify linked risks across the whole site
- prioritise controls by risk level and feasibility
- define longer-term treatments beyond procedural controls
- support a defensible business case for investment
What you should receive when you engage support
If you engage Smartsec to assist with a customer aggression procedure, you should expect practical outputs such as:
- a clear, site-specific procedure aligned to staffing reality
- escalation pathways and fallback contact logic
- suggested de-escalation language and boundaries
- guidance for training and simple scenario rehearsals
- incident documentation steps and evidence preservation guidance
The goal is a procedure that staff can follow, management can stand behind, and stakeholders can trust.
Next step: a confidential conversation
If you need a customer aggression procedure in Perth, Smartsec Security Solutions can help you develop a clear, practical procedure that supports staff safety and consistent response.
For a confidential conversation, please contact us via our Contact page.
