Mrs Crosio asked the Minister representing the Minister for Social Security, upon notice, on 20 March 1997:

(1) What arrangements are in place to provide security for staff and clients at the Department of Social Security offices in (a) Fairfield and (b) Cabramatta.

(2) Is the security provided at both offices considered adequate.

(3) Will the Minister review security conditions at both offices to guarantee that the safety of staff and clients is not jeopardised; if not, why not.

(4) Has the Minister received reports of violence or abuse, or threats of violence or abuse, involving staff and clients at either office referred to in part (1); if so, (a) how many, (b) on what dates did the violence or abuse or threats of violence or abuse take place and (c) what action has the Minister taken in relation to each report.

Mr Ruddock —The Minister for Social Security has provided the following answer to the honourable member's question:

(1) The arrangements in place to provide security for staff and customers are in accordance with the requirements set out in the Department's Security Manual. These measures are designed to ensure staff have personal security by providing a secure environment in which to work; effective systems to summon assistance in the event of an incident; and, detailed policy and guidelines to advise staff of the correct procedures to be followed where incidents of aggression occur.

In general, aggressive customer behaviour is considered by the Department to include any behaviour which creates an intimidating, frightening or offensive situation and/or adversely affects work performance.

The following arrangements are in place to provide security for staff and clients at the Department of Social Security (DSS) offices in Cabramatta and Fairfield:

.   The use of identity cards for staff which allows any unauthorised persons on Departmental premises to be identified.

.   The use of keypad locks and swipe card access on doors from the public area to the general office.

.   Duress alarms at all points where staff deal with customers, including private interview rooms.

.   Since 1990, a security guard in the public area of both offices.

.   The Department's Customer Management Policy outline—the responsibility of staff and supervisors for dealing with and reporting incidents of aggression; the procedures for responding to customer aggression incidents and follow up action; and, support for staff involved in incidents.

.   Counter staff complete the Customer Services Officers Training Program which includes an initial two week full time training course. The Staff Counsellor also provides regular in-office revision training for counter staff in the Customer Aggression Procedures.

(2) The Department of Social Security believes that security provided at both offices is adequate. The number of incidents as a proportion of the total number of contacts is very low.

(3) Security arrangements in the offices are reviewed after each occasion when an incident occurs by the appropriate Section Manager or Office Manager and also as part of the regular 6 monthly Occupational Health and Safety inspection by the Regional Manager and Occupational Health and Safety Representative.

(4) Reports of customer aggression have been completed by staff from the Cabramatta and Fairfield offices as follows:

The figures in the following table will be greater than the total number of incidents as staff have an option of recording a multiple of responses.

* Indicator and incident details added to customer's electronic records