What To Do When Encountering Incidents In A Customer’s Residence

In the plumbing industry, professionals often find themselves working within the homes of customers. During these visits, situations may arise that expose employees to moral and/or physical concerns relating to the customer and/or other people who are at the house. This article aims to delve into these scenarios, identify warning signs, and discuss strategies for employers to offer assistance and support to their team members.

Recognising the situations and signs

1. Physical abuse: signs of physical abuse can encompass marks such as bruises, burns, lacerations, fractures, or other forms of bodily injury. In some instances, the customer or their caregiver might try to explain the injuries and how they got them, which may appear inconsistent to the employee.
2. Emotional abuse: signs of emotional abuse can manifest as fear, social withdrawal, mood swings, or unwarranted hostility displayed by the customer.
3. Neglect: neglect may present as poor hygiene, malnutrition, dehydration, untreated medical conditions, or an unsanitary and hazardous home environment.
4. Psychological abuse: psychological abuse can be challenging to spot, but it may manifest as excessive control, isolation, threats, or intimidation.
5. Customer initiated sexual harassment: this can encompass physical advances, suggestive comments, discomfort-inducing behaviour, inappropriate attire, questioning, or conversations.

Processes

1. Ensure safety: if an employee witnesses or experiences any of the above or believes someone is in immediate danger, prioritising safety is of utmost importance. They should remove themselves immediately from the house and call emergency services (000). They can do this anonymously.
2. Document evidence: if it's safe to do so, take notes, or record any relevant information discreetly. Document the date, time, location, people involved, and any conversations the employee overhears or participates in.
3. Speak to the supervisor/manager: notify their supervisor/manager about the situation, and the employer may need to provide guidance or take internal actions.
4. Self-care: suggest the employee seeks support from friends, family, and/or a counsellor to help with any stress or anxiety it may cause. Mates in Construction is an excellent resource within the building and construction industry.
5. Respect privacy: while it's essential to report abuse, respect the customer's privacy and confidentiality throughout the process. Do not discuss the situation with anyone not involved in the investigation.

Who to contact

If an employee does experience or witness different situations, it could be beneficial to report their concerns to the appropriate authorities. In many cases, this will involve contacting the relevant body:

• Child Safety Queensland (1800 177 135)
• Relationships Australia QLD (1300 063 232)
• Family and Domestic Violence (1800respect) - this can also be via text message using the same number
• Law enforcement (000), depending on the situation

This can be anonymous if the employee feels more comfortable.

Reporting abuse in a customer's home is a responsibility that should never be taken lightly. It requires vigilance, compassion, and a commitment to protecting those who may be vulnerable. By recognising the signs of abuse, documenting evidence, and following the proper reporting procedures, service providers can contribute to the safety and well-being of individuals in their care.