This service allows the business to focus on preparing meals without having to manage the delivery process, as the service arranges for a delivery person to pick up and deliver the order. At the weekly staff meeting, one cook raised concerns about several tense exchanges between serving staff and the delivery service personnel, which has led to increased pressure on kitchen staff when fulfilling online orders. Kim is concerned these conflicts could impact the health and safety of staff and the quality of service they are providing to their customers.
The popularity of the online ordering means these conflicts could occur multiple times a day. Kim talked with the kitchen staff and serving staff about what could be done to improve their safety and work organisation.
Together Kim and the staff identified that the delivery persons were usually upset when the order was not ready for pick-up when they arrived. One of the waiters noted the deliverers often appeared to be under considerable pressure to deliver on time. The kitchen staff noted they prepare orders as they are received, which can delay online orders if made during periods where high numbers of orders are received in a short time.
But Kim decided, in advance of any solution they might propose, to implement immediately some of the control measures discussed at the staff meeting to deal with the time pressures. Kim wrote down the summary shown in Table 6 for the owners. Table 6 Example 3: WHS risk assessment report for owners.
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Conflict could escalate to harassment and unreasonable behaviour, including violence, which can cause physical and psychological injury. Long-term exposure increases risk of anxiety and depression. More frequent exposure can also increase severity of harm. Increased time pressure can lead to rushing and fatigue, causing burns, cuts, slips and trips within the restaurant.
Staff are effectively applying their training and the Workplace Behaviour Policy to address the conflicts. Staff have appropriately reported the repeated tense exchanges. The next step under the policy is for management to contact and work cooperatively with the online delivery service and with individual deliverers to resolve issues. Existing controls are not adequately addressing the increased time pressures.
These controls include preparing as much as possible in advance, such as sauces and par-cooked vegetables, and reducing repetitive actions by using suitable kitchen equipment such as food processors. Further controls are needed to address time pressures associated with the online orders.
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Elimination—Stop offering online order and delivery services. This would eliminate the hazards but also remove an income stream. Substitution—Use only in-house delivery person. Would require managing delivery process and additional delivery staff. Other controls would still be required, as this would only substitute the line of control, not the inherent risks.
This may also increase the time pressure on staff dealing with the online orders.
Substitution—Reduce the menu items available for delivery. At the moment the whole menu is available online. Records show that less than half of all food items have been ordered online. Staff could focus their preparation better if there were fewer items available for delivery. Substituting the menu would not significantly affect delivery sales. Engineering—Improve ordering system so that it automatically rearranges orders so the kitchen staff prepare online orders in time for pick-up, ahead of less urgent orders. One day of accepting online orders will be lost with this option while the changes are engineered.
All kitchen staff will need to be trained in the new order preparation procedure. Administrative—Increase expected delivery timeframes from 20 to 30 minutes on the ordering website so staff have more time to prepare orders for delivery. This administrative change may cause a minor reduction to order numbers, but will better manage customer expectations.
The benefits of reducing risks associated with the conflict and time pressure are far greater than the cost of implementing the following preferred controls:. Immediately consult with online delivery service to improve understanding of our respective needs and to identify solutions for the restaurant and for the delivery personnel. At the same time, reduce the online menu and increase the expected delivery timeframes on ordering website to 30 minutes. Implement changes to the order system within one month.
To support these changes, the manager and staff will be provided with information and training on the new menu and delivery timeframes, the changes to the order system, and the outcomes of consulting with the online delivery service and individual deliverers. It may be helpful to think through work processes or situations to identify what could go wrong. Note any hazards , risks and control measures identified as you go. Once completed, you should consider the hazards and risks you identified and implement control measures in line with the hierarchy of control measures in order to eliminate or minimise the risks , so far as is reasonably practicable.
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The model Code of Practice : How to manage work health and safety risks has been amended since its publication in December , including a number of amendments agreed to in as part of a technical and usability review of the model Code. The current version, dated May , incorporates all of those amendments. This site is undergoing constant refinement. If you have noticed something that needs attention or have ideas for the site please let us know. Search form Search. Model Code of Practice: How to manage work health and safety risks.
Introduction 1. Duty holders who have a role in managing work health and safety risks include: persons conducting a business or undertaking PCBUs designers, manufacturers, importers, suppliers and installers of plant, substances or structures, and officers. Person conducting a business or undertaking WHS Act section Primary duty of care A PCBU must eliminate risks in the workplace, or if that is not reasonably practicable, minimise the risks so far as is reasonably practicable.
Examples of where a PCBU will have a health and safety duty include when: the PCBU engages workers to carry out work the PCBU directs or influences workers in carrying out work other people may be put at risk from work carried in their business or undertaking, and the PCBU manages or controls a workplace or fixtures, fittings or plant at the workplace. Designers, manufacturers, importers and suppliers of plant, substances or structures WHS Act Part 2 Division 3: Further duties of persons conducting businesses or undertakings Designers, manufacturers, importers and suppliers of plant, substances or structures must ensure, so far as is reasonably practicable, the plant, substance or structure they design, manufacture, import or supply is without risks to health and safety.
The WHS Regulations include a number of specific requirements for consultation and information sharing to assist in meeting these duties, for example: manufacturers to consult with designers of plant importers to consult with designers and manufacturers of plant, and the person who commissions construction work to consult with the designer of the structure. Workers WHS Act section Duties of workers Workers have a duty to take reasonable care for their own health and safety and to not adversely affect the health and safety of other persons.
Management commitment Effective risk management starts with a commitment to health and safety from those who operate and manage the business or undertaking. To demonstrate your commitment, you should: get involved in health and safety issues so that you understand the hazards and risk associated with your operations consult workers and other duty holders on the hazards and risk, and how to control them invest time and money in health and safety ensure you and your workers clearly understand health and safety responsibilities and have the knowledge and skill to do tasks safely, and apply health and safety values and behaviours to your own work practices.
A step-by-step process A safe and healthy workplace does not happen by chance or guesswork. This process is known as risk management and involves the four steps set out in this Code see Figure 1 below : Identify hazards—find out what could cause harm. Assess risks , if necessary—understand the nature of the harm that could be caused by the hazard, how serious the harm could be and the likelihood of it happening.
This step may not be necessary if you are dealing with a known risk with known controls.
Control risks — implement the most effective control measure that is reasonably practicable in the circumstances and ensure it remains effective over time. Review hazards and control measures to ensure they are working as planned. Figure 1: The risk management process Many hazards and their associated risks are well known and have well established and accepted control measures.
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Consulting workers WHS Act section 47 - Duty to consult workers WHS Act section 48 - Nature of Consultation A PCBU must consult, so far as is reasonably practicable, with workers who carry out work for the business or undertaking and who are or are likely to be directly affected by a health and safety matter.
Consulting, cooperating and coordinating activities with other duty holders WHS Act section 46 - Duty to consult with other duty holders The WHS Act requires that a PCBU to consult, cooperate and coordinate activities with all other persons who have a work health or safety duty in relation to the same matter, so far as is reasonably practicable.
When should a risk management approach be used?
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Examples of when you should work through the steps in this Code include: starting a new business expanding or purchasing an existing business changing work practices, procedures or the work environment changing organisational structure or job roles introducing new workers or returning workers to the workplace purchasing new or used equipment or using new substances working with a new supplier or new commissioner of your services planning to improve productivity or reduce costs new information about workplace risks becomes available responding to workplace incidents even if they have caused no injury responding to concerns raised by workers, health and safety representatives or others at the workplace, or required by the WHS regulations for specific hazards.
Step 1—How to identify hazards Identifying hazards in the workplace involves finding things and situations that could potentially cause harm to people. Hazards generally arise from the following aspects of work and their interaction: physical work environment equipment, materials and substances used work tasks and how they are performed, and work design and management. How to find hazards Inspect the workplace As a person conducting a business or undertaking PCBU , regularly walking around the workplace and observing how things are done can help you predict what could or might go wrong.
Things to look out for include the following: Does the work environment enable workers to carry out work without risks to health and safety for example, space for unobstructed movement, adequate ventilation, lighting?
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