COURSE OVERVIEW:

Welcome to the Manage Significant Safety Threats in Retail Workplaces course. This comprehensive program is designed to strengthen your ability to recognise, assess and control serious safety risks affecting both customers and workers across supermarkets, department stores, specialty shops, shopping centres and mixed retail environments.

This course begins by providing an overview of the main safety threats that arise in retail operations, outlining the legal WHS, consumer safety and duty-of-care obligations for retailers and managers, clarifying the roles of managers, supervisors and team members in hazard identification and control, and explaining how risk assessment, incident reporting, consultation and continuous improvement processes work together to create a safer, more compliant retail workplace.

A very high proportion of customer injuries in retail settings are caused by slips, trips and falls, often arising from routine activities such as cleaning, restocking and weather-related conditions. This section examines how wet floors from spills of drinks, food, rainwater, cleaning solutions and leaks can become dangerous if not cleaned promptly, and how loose items on floors such as packaging, hangers, plastic wrap, toys, produce and paper increase the chance of slips or missteps. It also explores the risks associated with uneven flooring, loose tiles, frayed carpets, raised thresholds and transition strips, poorly placed entrance mats that bunch or slide underfoot, cables, extension leads or hoses crossing customer walkways, poor lighting in aisles, change rooms, stairwells and car parks, slippery external surfaces in car parks, ramps and footpaths when wet or oily, and cluttered aisles during restocking or promotions when trolleys, pallets, baskets and displays obstruct safe passage.

Customers are also exposed to significant struck-by and collision hazards in busy, confined and shared spaces within retail premises. This section looks at how customers can be hit by stock trolleys, pallet jacks, roll cages or shopping trolleys when traffic routes and work zones are not well separated, and how shelving or displays may tip or collapse if climbed on, leaned against or overloaded. It considers the dangers of items falling from high shelves or overstacked displays, including boxes, cartons and heavy products, the risk of automatic or manual doors closing unexpectedly or swinging into customers, and collisions with other customers or staff in crowded aisles, sale events or promotional areas.

Manual handling and reaching tasks undertaken by customers themselves can create less obvious but still serious safety threats. This section explores situations where customers attempt to lift heavy or awkward items such as bags of pet food, cases of drinks, furniture or large boxes, and how poor lifting technique or underestimation of weight can lead to strains, falls or dropped stock. It also addresses the risks of reaching for stock stored very high or low, leading to overbalancing, stepping on shelves or baskets, or using unsafe makeshift steps. Additionally, it considers the risk of falls or loss of balance when customers carry multiple shopping bags or children while using stairs, escalators or uneven surfaces.

Chemical and product exposure can have immediate health effects on customers, particularly in stores that handle a wide range of chemical and household products. This section examines exposure to cleaning chemicals used in aisles, toilets or food areas that may cause skin or eye irritation or breathing discomfort if not properly controlled, and irritation from aerosols and fragranced products such as deodorants, perfumes and cleaning sprays that may be used or tested in-store. It also considers contact with leaking products including bleach, detergents, automotive fluids, pool chemicals and batteries, the risks associated with customers handling household chemicals and fuels without noticing damaged packaging or leaks, and injuries from broken glass arising from bottles, jars, mirrors or display items.

Food safety and product hazards in retail create potential for both acute injury and serious illness if controls fail. This section looks at food-borne illness when contaminated or poorly stored food products are purchased, and allergic reactions when ingredients are mislabelled or cross-contaminated with allergens such as nuts, gluten, dairy and seafood. It examines the risk of cuts from sharp packaging, can lids, broken plastic or metal edges on products, and burns from hot food counters, heated cabinets, self-serve coffee machines or microwave stations where customers handle hot items in some stores.

Vertical movement systems in retail environments introduce specific mechanical safety threats that must be tightly managed. This section covers the risks associated with escalators, lifts and stairs, including trips when stepping on or off escalators, especially when customers are managing prams or trolleys, and falls on stairs where handrails are not used or steps become slippery. It also explores entrapment of clothing, shoelaces or footwear in escalator mechanisms, and hazards associated with sudden lift movements or doors closing on people entering or exiting.

Security, car parks and emergency events can quickly escalate into serious safety threats for customers if they are not carefully planned for and managed. This section discusses aggression or intimidation from other customers during disputes over queues, parking or sales events, and the risk of customers being caught up in theft-related incidents, confrontations or police and security interventions. It examines smoke inhalation and burns in rare but serious cases of store or shopping centre fires, panic, pushing or falls during evacuations or emergency alarms, and thermal discomfort in poorly ventilated or temperature-controlled areas. It also focuses on vehicle-related risks in car parks, such as being struck by moving vehicles, reversing cars or delivery trucks, and the importance of clear pedestrian pathways and traffic management.

Retail workers face many of the same slip, trip and fall hazards as customers, often at a higher frequency and under greater time pressure. This section examines wet or greasy floors created by spills, mopping, cleaning, produce misting and leaking equipment, and the dangers of loose stock, packaging, hangers and plastic wrap left on floors both front-of-house and back-of-house. It addresses the obstruction of aisles, stockrooms and loading docks by pallets, roll cages, ladders and trolleys, the impact of uneven flooring, damaged tiles, worn carpets and thresholds, and poor lighting in storerooms, stairwells, docks and external areas. It also looks at slippery surfaces in cool rooms, freezers and external yards, emphasising the need for housekeeping, maintenance and work planning.

Manual handling and ergonomic strain are central issues in retail work due to constant stock movement, merchandising and customer service tasks. This section explores lifting and carrying heavy boxes, cartons, furniture, seasonal stock and promotional materials, repetitive lifting, stacking and shelving at awkward heights above the shoulder or below the knee, and pushing and pulling heavy pallet jacks, roll cages, stock trolleys and multi-level carts. It also considers handling large or awkward items such as whitegoods, televisions, furniture and large boxes, reaching into deep bins, cool rooms or over conveyors, and standing for long periods on hard floors at checkouts or service counters. The strain associated with awkward postures at point-of-sale terminals or computers, including neck, shoulder and wrist issues, is also examined with an emphasis on ergonomic design and rotation.

Moving equipment and falling stock are significant contributors to worker injury when stock-handling, merchandising and customer service are undertaken in busy, confined spaces. This section looks at the risk of being struck by moving trolleys, roll cages, pallet jacks or forklifts where they are used, and injuries caused by items falling from overstacked or poorly secured shelving and racking. It examines the collapse of unstable product displays or promotional stands, and hand and finger injuries from doors, drawers, roll cages or display mechanisms, reinforcing the need for safe stacking, load limits and control of movement in shared work areas.

Interactions with vehicles, docks and external areas add another layer of risk for retail workers, particularly those involved in receiving and dispatching stock. This section explores interactions with delivery trucks, vans and forklifts in loading docks and yards, falls from truck decks or loading docks during loading or unloading, and crush risks between vehicles and fixed structures during deliveries and manoeuvring. It also considers slips and trips in external areas in poor weather or low light, highlighting the importance of traffic separation, edge protection and clear pedestrian routes.

Chemicals and hazardous products handled by retail workers can affect health and safety if not controlled through appropriate procedures and PPE. This section examines routine exposure to cleaning chemicals such as floor cleaners, disinfectants, bathroom cleaners and degreasers, and frequent use of glass cleaners, aerosols and sprays that may cause skin, eye or respiratory irritation. It examines contact with leaking products including bleach, detergents, solvents, pool chemicals, automotive liquids and fuels, handling automotive and household batteries with risks of electrolyte or corrosive leakage, and exposure to pesticides, herbicides or fertilisers in hardware or garden sections. It also considers heavy use of sanitisers and disinfectant wipes leading to dermatitis and skin dryness, and inhalation of perfumes and fragranced products in cosmetic or demonstration areas.

Cold chain, noise and environmental conditions bring additional safety considerations for many retail roles, especially in grocery, fresh food and large-format stores. This section covers cold stress from working in cool rooms and freezers during stock handling, slips on icy or wet floors in freezer and chiller areas, and handling cold or frozen products without suitable hand protection. It also addresses the risk of refrigerant exposure from leaks or maintenance failures in confined spaces, high noise levels from music, announcements, trolleys, machinery and crowds, communication difficulties in noisy environments that increase error and collision risk, and visual strain from bright lights, screens and constant visual displays.

Electrical, infection and biological hazards affect both front-of-house and back-of-house roles in retail settings. This section examines risks from faulty electrical equipment such as POS systems, display lighting, extension leads and chargers, overloaded power boards and damaged cords in back-of-house or display areas, and the use of electrical cleaning equipment near wet surfaces. It also explores exposure to respiratory infections from close contact with large numbers of customers, handling cash, products and shared equipment that may be contaminated, and exposure to blood or bodily fluids when responding to customer incidents, first aid or spills. Pest-related issues, including rodents, birds and insects in stockrooms and waste areas, are also considered for their health and contamination risks.

Finally, violence, fatigue and office-based risks present significant threats to the wellbeing and performance of retail staff and may indirectly affect safety outcomes. This section explores threats, verbal abuse and physical aggression from customers over service disputes, refusal of service or age/ID checks, robbery-related violence or intimidation at tills and service points, and shoplifting incidents that escalate into physical confrontations. It also examines harassment or bullying from customers or co-workers, high workload and time pressure during peak periods leading to fatigue, long shifts, shift work and irregular rosters that reduce alertness, and pressure from sales targets, upselling expectations and customer satisfaction metrics. The section further considers emotional strain from dealing with difficult, aggressive or distressed customers, limited breaks causing dehydration, headaches and reduced concentration, and prolonged computer work for supervisors, managers or inventory staff in back-of-house office spaces where ergonomic set-up may be poor.

By the end of this course, you will be equipped with comprehensive knowledge, structured risk-assessment techniques and practical control strategies to identify, manage and escalate significant safety threats in retail workplaces, supporting safer environments for customers and workers while maintaining efficient, compliant and customer-focused retail operations.

Each section is complemented with examples to illustrate the concepts and techniques discussed.

LEARNING OUTCOMES:

By the end of this course, you will be able to understand the following topics:

1. Introduction to Safety Threats in Retail

• Overview of serious safety threats affecting customers and workers in retail
• Legal WHS, consumer safety and duty-of-care obligations for retailers and managers
• Roles of managers, supervisors and team members in hazard identification and control
• Risk assessment, incident reporting, consultation and continuous improvement processes

2. Customer Safety Threats – Slips, Trips and Falls

• Wet floors from spills (drinks, food, rainwater, cleaning, leaks) not cleaned promptly
• Loose items on floors – packaging, hangers, plastic wrap, toys, produce, paper
• Uneven flooring, loose tiles, frayed carpets, raised thresholds and transition strips
• Poorly placed mats at entrances that bunch or slide underfoot
• Cables, extension leads or hoses crossing customer walkways
• Poor lighting in aisles, change rooms, stairwells and car parks
• Slippery external surfaces in car parks, ramps and footpaths when wet or oily
• Cluttered aisles from restocking, trolleys, pallets, baskets or promotional displays

3. Customer Safety Threats – Struck-By and Collision Hazards

• Being hit by stock trolleys, pallet jacks, roll cages or shopping trolleys
• Shelving or displays tipping or collapsing if climbed on, leaned against or overloaded
• Falling items from high shelves or overstacked displays (boxes, cartons, heavy products)
• Automatic or manual doors closing unexpectedly or striking customers
• Collisions with other customers or staff in crowded aisles or at sale events

4. Customer Safety Threats – Manual Handling and Reaching

• Lifting heavy or awkward items (bags of pet food, cases of drinks, furniture, large boxes)
• Reaching for stock stored high or low, causing strain or falls from stepping on shelves or baskets
• Carrying multiple shopping bags or children and losing balance on stairs or escalators

5. Customer Safety Threats – Chemical and Product Exposure

• Exposure to cleaning chemicals used in aisles, toilets or food areas causing skin/eye irritation or breathing discomfort
• Irritation from aerosols and fragranced products (deodorants, perfumes, cleaning sprays) used or tested in-store
• Contact with leaking products (bleach, detergents, automotive fluids, pool chemicals, batteries)
• Handling household chemicals and fuels without noticing damaged packaging or leaks
• Contact with broken glass from bottles, jars, mirrors or display items

6. Customer Safety Threats – Food Safety and Product Hazards

• Food-borne illness from purchasing contaminated or poorly stored food products
• Allergic reactions when ingredients are mislabelled or cross-contaminated (nuts, gluten, dairy, seafood, etc.)
• Cuts from sharp packaging, can lids, broken plastic or metal edges on products
• Burns from hot food counters, heated cabinets, coffee machines or microwave stations in some stores

7. Customer Safety Threats – Escalators, Lifts and Stairs

• Trips when stepping on or off escalators, particularly with prams or trolleys
• Falls on stairs with inadequate handrail use or slippery steps
• Entrapment of clothing, shoelaces or footwear in escalator mechanisms
• Sudden lift movements or doors closing on people entering or exiting

8. Customer Safety Threats – Security, Car Parks and Emergencies

• Aggression or intimidation from other customers during disputes (queues, parking, sales events)
• Risk of being caught in theft-related incidents, confrontations or police/security interventions
• Smoke inhalation and burns in rare cases of store or shopping centre fires
• Panic, pushing or falls during evacuations or emergency alarms
• Heat or cold discomfort in poorly ventilated or temperature-controlled areas
• Vehicle-related risks in car parks – being struck by moving vehicles, reversing cars or delivery trucks

9. Worker Safety Threats – Slips, Trips and Falls

• Wet or greasy floors from spills, mopping, cleaning, produce misting and leaking equipment
• Loose stock, packaging, hangers and plastic wrap left on floors front-of-house and back-of-house
• Pallets, roll cages, ladders and trolleys obstructing aisles, stockrooms and loading docks
• Uneven flooring, damaged tiles, worn carpets and thresholds
• Poor lighting in storerooms, stairwells, docks and external areas
• Slippery surfaces in cool rooms, freezers and external yards

10. Worker Safety Threats – Manual Handling and Ergonomic Strain

• Lifting and carrying heavy boxes, cartons, furniture, seasonal stock and promotional materials
• Repetitive lifting, stacking and shelving at awkward heights (above shoulder or below knee)
• Pushing and pulling heavy pallet jacks, roll cages, stock trolleys and multi-level carts
• Handling large or awkward items (whitegoods, televisions, furniture, large boxes)
• Reaching into deep bins, cool rooms or over conveyors, causing back and shoulder strain
• Standing for long periods on hard floors at checkouts or service counters
• Awkward postures at point-of-sale terminals or computers leading to neck, shoulder and wrist strain

11. Worker Safety Threats – Moving Equipment and Falling Stock

• Being struck by moving trolleys, roll cages, pallet jacks or forklifts (where used)
• Items falling from overstacked or poorly secured shelving and racking
• Collapse of unstable product displays or promotional stands
• Hands and fingers caught in doors, drawers, roll cages or display mechanisms

12. Worker Safety Threats – Vehicles, Docks and External Areas

• Interaction with delivery trucks, vans and forklifts in loading docks and yards
• Falls from truck decks or loading docks when loading or unloading stock
• Crush risk between vehicles and fixed structures during deliveries and manoeuvring
• Slips and trips in external areas, especially in poor weather or low light

13. Worker Safety Threats – Chemicals and Hazardous Products

• Routine exposure to cleaning chemicals – floor cleaners, disinfectants, bathroom cleaners and degreasers
• Frequent use of glass cleaners, aerosols and sprays causing skin, eye or respiratory irritation
• Contact with leaking products – bleach, detergents, solvents, pool chemicals, automotive liquids and fuels
• Handling batteries (automotive and household) with risk of contact with electrolyte or corrosive leakage
• Exposure to pesticides, herbicides or fertilisers in hardware or garden sections
• Heavy use of sanitisers and disinfectant wipes leading to dermatitis and skin dryness
• Inhalation of perfumes and fragranced products during demonstrations or in cosmetic areas

14. Worker Safety Threats – Cold Chain, Noise and Environment

• Cold stress from working in cool rooms and freezers during stock handling
• Slips on icy or wet floors in freezer and chiller areas
• Handling cold or frozen products without suitable hand protection
• Risk of refrigerant exposure from leaks or maintenance failures in confined spaces
• High noise levels from music, announcements, trolleys, machinery and crowds
• Communication difficulties in noisy environments increasing error and collision risk
• Visual strain from bright lights, screens and constant visual displays

15. Worker Safety Threats – Electrical, Infection and Biological Hazards

• Faulty electrical equipment (POS systems, display lighting, extension leads, chargers) causing shock or fire
• Overloaded power boards and damaged cords in back-of-house or display areas
• Use of electrical cleaning equipment (scrubbers, vacuums, polishers) near wet surfaces
• Exposure to respiratory infections from close contact with large numbers of customers
• Handling cash, products and shared equipment that may be contaminated
• Exposure to blood or bodily fluids when responding to customer incidents, first aid or spills
• Pest-related issues (rodents, birds, insects) in stockrooms and waste areas

16. Worker Safety Threats – Violence, Fatigue and Office-Based Risks

• Threats, verbal abuse and physical aggression from customers (service disputes, refusal of service, age/ID checks)
• Robbery-related violence or intimidation at tills, registers and service points
• Shoplifting incidents escalating into physical confrontations
• Harassment or bullying from customers or, in some cases, co-workers
• High workload and time pressure during peak periods (sales, holidays, weekends) leading to fatigue
• Long shifts, shift work and irregular rosters reducing alertness and increasing error risk
• Pressure from sales targets, upselling expectations and customer satisfaction metrics
• Emotional strain from dealing with difficult, aggressive or distressed customers
• Limited breaks causing dehydration, headaches and reduced concentration
• Prolonged computer work for supervisors, managers or inventory staff causing neck, back and wrist strain
• Poor ergonomic setup of office workstations in cramped back-of-house areas

COURSE DURATION:

The typical duration of this course is approximately 3-4 hours to complete. Your enrolment is Valid for 12 Months. Start anytime and study at your own pace.

COURSE REQUIREMENTS:

You must have access to a computer or any mobile device with Adobe Acrobat Reader (free PDF Viewer) installed, to complete this course.

COURSE DELIVERY:

Purchase and download course content.

ASSESSMENT:

A simple 10-question true or false quiz with Unlimited Submission Attempts.

CERTIFICATION:

Upon course completion, you will receive a customised digital “Certificate of Completion”.