Security Risk Management Review key findings and recommendations

Minister for Government Services the Hon Bill Shorten MP announced the Services Australia Security Risk Management Review in May 2023.

Former Chief Commissioner of Victoria Police Mr Graham Ashton AM APM led the review.

The review considered a number of matters, including:

• adequacy of physical security measures at Services Australia service centres
• whether improvements need to be made to customer Managed Service Plans
• the adequacy and operations of state criminal laws to maximise the protection of staff, customers and the public.

In relation to service centres, the review was asked to:

• examine the security and procedural measures that provide a safe environment for employees, customers and members of the public
• examine the effectiveness of Services Australia’s work health and safety system, regarding the effectiveness of controls in respect of customer-related violence
• examine Services Australia’s approach to detecting, responding and managing service delivery to customers who demonstrate threatening, aggressive and violent behaviours
• consult with staff and union representatives about the adequacy of arrangements to provide a safe and secure work environment.

Key findings and recommendations

A summary of the review’s key findings and recommendations is available to download.

• Security Risk Management Review key findings and recommendations
• Security Risk Management Review key findings and recommendations

Next steps

Services Australia is committed to taking all steps in relation to the safety and security of our staff. The agency will act on the recommendations from the review, so that staff can serve the community without fear of violence.