SHORT FUSE?
74% of our front line staff reported experiencing aggression in a recent survey.
THAT’S NOT ON.
So, please, be considerate.
Alarming recent survey results
We asked our front line staff about aggressive behaviour from customers and the community and how it affects them. Here is what they told us:
Details of aggressive behaviour towards front line staff
- 74% of staff surveyed have faced aggression from customers or community members.
- 24% of those surveyed reported abusive behaviour as happening 2-3 times per year.
- 24% of the reported abuse was threatening behaviour.
The impact of aggressive behaviour on front line staff
As part of the survey, staff members were asked how the behaviour impacts them. The main negative impacts were noted as:
- Increased stress
- Increased anxiety
- A changed perception of safety at work.
About the Campaign
Aggression towards our front line workers is becoming more frequent, and it’s not okay.
The message is simple: look past the uniform and see the person. We're all part of the same community. When we show up, we're usually there to offer help and assistance. So please be considerate.
Our crews brave all conditions to fix the power and work to keep it safe and reliable.
This campaign reminds everyone: Aggression doesn’t help. Respect does.
"Working on Angus street, a member of the public threatened to fight and kill us, and our traffic controllers."
You Should See Me
We want the community to understand that we’re neighbours, parents, sons, daughters, and teammates. We’re all part of the same community. Look past the uniform and see me.
Expand each section below to hear first-hand about the impact of aggressive behaviour.
Misha
Self confessed foodie who loves to travel and spending time with family.
Dealing with aggressive behaviour"In a front line role on the phones, I’ve encountered my fair share of aggressive customer behaviour. One incident that stands out involved a customer disputing the outcome of their quality of supply results. The customer escalated the situation, raising her voice and making personal attacks. I was able to calm the conversation, ensure the customer felt heard, and escalated the matter through the proper channels for further investigation. Dealing with aggression is often layered, sometimes even crossing into racism. Though born and raised in Australia, I’m of Indian descent, and occasionally customers make assumptions about me based on stereotypes. These situations can challenge our ability to assist effectively, but they also remind me of the human side of our work: we are daughters, mothers, and real people on the other end of the line." |
Blan
Likes to go on solo meditation sessions to reset his thoughts and enjoy inner peace. He also gets involved with natural disaster charities and enjoys rope-based adventures like rock climbing and deep cannon abseiling as well as nature based activities such as going fishing and camping.
Dealing with aggressive behaviour"I have had several occasions where third party truck drivers did not want to co-operate with SA Power Networks' procedures, arguing that procedures are over the top, that it is nonsense, or it did not apply to them. A long time ago, I was at work when someone was about to leave the site without securing the load in his truck. I asked him to comply with our standard procedure. He argued that he did not need to. I stayed firm and requested him to follow procedures. Then he became upset, raised his voice and scolded me in Hindi with many nasty words. Fortunately (or unfortunately), I understood what he was saying to me as I understand Hindi. I did not feel threatened or intimidated, however, I could see the driver upset and I assume he would have been under time pressure or having a bad day and I can imagine that could have been scary for different individuals." |
Joshua
Hobbies include a love of Muay Thai kickboxing and spending time researching ancient Greek / Roman philosophy.
Dealing with aggressive behaviour"I have experienced many incidents of tough calls and situations. One of these involved accessing a property to trim a tree that crossed the customer’s boundary. The customer threatened that he and his three sons, all ex-military, would not miss with a rifle if we ever entered his property. This was an incredibly alarming statement and left me feeling worried and anxious for the safety of our staff. Fortunately, we were able to find a way to access the tree without entering his property, but the threat left me feeling uneasy and frightened. The potential consequences were terrifying and weighed heavily on me. I escalated the matter to ensure the situation was handled appropriately and to minimise any risk, but the entire experience left me feeling anxious and worried for our people." |
Courtney
Loves going to the beach, walking her dog along the river and beach, visiting the Barossa and McLaren vale regions and spending time with family.
Dealing with aggressive behaviour"I have experienced my fair share of aggressive behaviour while working. I've been verbally abused for turning off power and had to leave a worksite after aggressive behaviour by a customer. One time there was a customer that was so angry they had a knife. I had to shelter in a truck as he tried to stab the tires of the truck. It was a frightening experience. It is sad that we sometimes have to get the police involved to complete our work." |
We like to help. With care. So, please, be considerate.
We’re committed to delivering safe, dependable power to our community, and our teams take pride in making that happen. They work hard to connect and restore supply so homes and businesses can keep moving. We know that the work required to maintain this service can sometimes cause disruptions, and we appreciate your understanding. Please be considerate and show kindness as our crews work to keep the power flowing.
What you can do
From time to time, the power might go out. This could be from an unplanned outage due to storm activity or environmental issues, or because we have to do planned maintenance. We understand that is not convenient. You need power.
We will always do our best to get it back on safely and as soon as possible. Here is what you can do:
- Sign up for updates about power at your property
- Be prepared for an outage
- What to do when the power goes out
Please be considerate and help us make respect the norm.
* Statistics from a survey to front line staff about their experiences of aggressive behaviour by customers and the community.