Frontline Support HSE Induction

Welcome to Frontline! 

Welcome to the Frontline Support Pty Ltd (“Frontline”), as part of the team, you have the opportunity to make a difference for our customers and we’ll do as much as we can to support and develop you.  You, as well as our clients and customers are very important to us.  We hope you enjoy working with Frontline; we will endeavour to ensure that working with us will be a safe, rewarding and enjoyable experience.

Often people starting in a new position have a number of questions regarding the business, the manner in which we organise work, facilities, benefits and services available to you.  This handbook aims at answering as many of those questions as possible and will cover many aspects of working for Frontline.

This handbook is issued to you on the understanding that;

  1. a) All Policies in the handbook are original policies and are endorsed by the Managing Director of Frontline.  The endorsement of the Policies confirms Frontlines’ commitment by top management.
  2. b) Every effort has been made to ensure the information contained is correct at the time of issue.
  3. c) The company reserves the right to review, change and update policies, procedures and practices described in the handbook from time to time.  
  4. d) Workers will be advised of changes via staff meetings, notice board and email as appropriate.


This course has an assessment component. There is no pass or fail. You can re answer questions as many times as you need.

Health, Safety & Environmental Policy

About Us

Even before its inception, the plan for Frontline Support was clear – to provide specialised cleaning and support services to cleaning companies to allow them to offer these services to their clients, whilst concentrating their efforts on their core business.

Our name was developed with that ethos in mind – a company supporting its clients on the front line. We have evolved a long way since then. Our services have expanded, we have more trained staff, but the ideals remain the same.

Frontline have made significant investments in equipment, and we continually strive to make sure we have the right machine for the job to allow us to be as efficient as possible. We travel the world visiting trade exhibitions to make sure we are kept abreast of the newest ideas so that we can put them into practice and provide the best results possible to our clients.

Our quoting team carries around computer tablets which are fully integrated into our Frontline IT system. This means that one of our team can visit a site, gather the information they require to submit a quote and that information is instantly available in our office. This allows our office staff to process the quote and then submit pricing/details within a very small time window. Our aim is to quietly, quickly and efficiently deliver results to our clients with minimal disruption to their work.

Induction Policy

Frontline is committed to ensuring that all new employees are inducted into the Company at the time of engagement.  

Frontline uses the induction process as the formal process of systematically introducing and familiarising employees with their roles, responsibilities, entitlements and orientating them to applicable company policies, procedures, processes, resources and support services required to succeed and develop in their roles.

It is expected that all Managers and Employees adhere to this policy.

Advantages of an effective and systematic induction process are as follows:

  • Enable new employees to settle into the company quickly and become a productive and efficient part of the team within a short period of time.
  • •Ensure that all employees operate in a safe working environment.
  • Ensure that all employees are aware of all employment conditions.
  • •Ensure that all employees are aware of company policies, procedures and processes.
  • Assist in reducing staff turnover, lateness, absenteeism and poor performance generally.
  • •Will reduce costs associated with repeated recruitment, training and lost production.
  • Familiarises employees with the communication and consultation processes.

Employment Conditions

Conditions of Employment

Employee Collective Agreement – Frontline Support Pty Ltd, set’s out the terms and conditions of employment.  A copy of the collective agreement is provided to all new starters in the new starter employment pack.

Forms Required for your Employment

What paperwork does the Company need?

On your first day, you will be provided with an employment pack, please complete these forms accurately and in full to ensure a smooth transition of wages being payed.  These forms include but are not limited to;

  • Bank Details Form.
  • Personal & Emergency Contact Details Form.
  • Taxation Declaration.
  • Medical history form.
  • Super Choice Form.

Medical Assessment

When applying to work with the Frontline team, you undergo a Confidential Medical Assessment.  The medical information is not designed to exclude you from any allocated work assignment. Frontline has a duty of care to ensure we are aware of any conditions you may have so you are not placed at risk of injuring yourself.

As part of our duty of care, you may also be required to have a Pre-placement Medical.  All fees and charges associated with this will be met by Frontline.  Once an appointment has been made for you it is mandatory for you to attend or if you are unable to attend, to cancel the appointment providing at least 24hours notice.  Any fee levied against the company for non-attendance may be collected from you.

These forms, together with other relevant engagement documentation will be kept in your personal file.  You may at any time request to see your employment file, all requests are to be in writing.   Please note that you can keep copies of the forms completed.

Remember if we do not receive these forms we cannot pay you!

Record keeping and communication are key to keeping your personnel records up to date.  Please ensure you advise your manager in writing of any changes such as; 

  • Bank Account details
  • Change of Address
  • Change of Name
  • Change of Emergency Contact
  • Change in Medical Condition
  • Change in Super Fund

Working hours

You are engaged under casual working arrangements with Frontline Support Pty Ltd, as per Employee Collective Agreement – Frontline.   Frontline is unable to guarantee working hours which may differ on a day to day or week by week basis. Your Manager will be able to advise you of what hours you will be required for work for each separate work assignment.

Leave Entitlements

Leave entitlements

As your employment with Frontline is that of a casual basis, leave conditions are varied and listed below;

Personal leave (Sick leave / Carer’s leave) 

All employees are required to advise their Manager that they are going to take Personal (sick or carer’s) leave. It is Frontlines Policy that notification is to be done as soon as possible, via a phone call.  It is not deemed acceptable to send an email or text message.

Sick leave unpaid – All casual employees are entitled to unpaid sick leave.  Evidence, by way of medical certificate must be supplied to Frontline for the period of leave taken.

Carer’s leave unpaid - All casual employees are entitled to two (2) days unpaid carers leave, each time, to care for a member of the employees immediate family or house hold due to illness, injury or an unexpected emergency.   This leave can be taken in 1 continuous period (e.g. 2 working days in a row) or in separate periods as agreed between the employee and Frontline (e.g. 4 half days in a row).

Compassionate leave – unpaid 

All employees are entitled to 2 days unpaid compassionate leave (also known as bereavement leave).  Compassionate leave can be taken, each time, when a member of the employees immediate family or household dies or suffers a life-threatening illness or injury.  Immediate family is an employees; spouse, de facto partner, child, parent, grandparent, grandchild, sibling or a child, parent grandparent, grandchild or sibling of the employees spouse or de facto partner.

All employees are required to advise their Manager that they are going to take compassionate leave. It is Frontlines Policy that notification is to be done as soon as possible, via a phone call.  It is not deemed acceptable to send an email or text message.

Community service leave – unpaid  

All Employees are entitled to take community service leave for certain activities such as;

  • •Voluntary emergency management activities, such as;
    • othe activity involves dealing with an emergency or natural disaster
    • othe employee engages in the activity on a voluntary basis
    • othe employee was either requested to engage in an activity, or it would be reasonable to expect that such a request would have been made if circumstances had permitted
    • othe employee is a member of, or has a member-like association with a recognised emergency management body.
    • Jury duty (including attendance for jury selection).

Long service leave

All employees are entitled to Long service leave as governed by the national workplace relations system, Fair Work Act 2009 (Cth) and the Long Service Leave Act 1987.  Long service leave is an entitlement to long-serving workers, where upon the completion of 10 Years’ service with an employer the employee is entitled to 13 weeks leave.  A further 1.3 weeks leave is granted for each completed year of service thereafter.   Generally, long service leave is paid at the ordinary weekly wage a worker is entitled to immediately before going on leave, or at the time of employment termination.  Casual workers accrue long service leave just like full-time workers however, the payment for a period of leave is based on the weekly hours worked.  An employer and worker can negotiate the manner in which long service leave is taken. 

Pro rata leave 

Pro rata long service leave is paid to a worker who leaves their employment or has their employment terminated after seven years of service (but less than 10 years).  The employee is entitled to the monetary equivalent of 1.3 weeks leave for each completed year of service. This is often referred to as pro rata long service leave.   A worker is not entitled to a pro rata payment if their employment is terminated on the grounds of serious and wilful misconduct, or if the employment is unlawfully terminated by the worker e.g. failure to give the required amount of notice upon termination. 

Your Pay & Performance

Your Pay

All Employees are required to complete individual timesheets.  These must be completed daily, signed off each fortnight and passed to Cheryl (Payroll) no later than the cut off time of 11am on the Thursday. 

Your wages are paid according to the times shown on your timesheet.

Your pay fortnight begins on a Thursday and ends on the Wednesday.  Your pay will be deposited into your designated bank account on the Friday or the following Monday, depending on your Bank.

Payslips will not be sent out to all employees and can be collected from the office.

Your wages and claims are strictly confidential and must only be discussed with management. 

Your Superannuation

You will be paid superannuation contributions based on ordinary time earnings these payments are known as super guarantee contributions and they will be made in accordance with the relevant Legislation into your nominated fund at the end of each month.

Over or under payments

If after receiving your pay or pay advice you have a reason to query the amount, you should immediately raise the matter with the Managing Director.  Your query will be investigated as soon as possible.  If any adjustments are required, these will be processed as quickly as possible.  This is for both over and under payments.

Pay reviews

Wages are reviewed in line with the applicable agreement.

Reviews are conducted with your delegated manager and are confidential.  Wages should not be discussed with co-workers.

Reviews are based on key performance indicators such as;

  • Your individual performance.
  • •Overall compliance with Company policies, procedures and processes.
  • Safety performance.
  • •Skill levels.

My performance

Your performance will be subject to ongoing reviews by the Managing Director.  The purpose of a review is to provide feedback on your strengths and possible areas of opportunity for improvement.  Working together to identify any developmental needs or support that will assist you to meet Frontlines operational requirements.

Uniform & Dress Standards

Uniforms & dress standards

Frontline provides a work uniform to present a smart professional image to customers and clients.   This is the Frontline way.

Once you have successfully completed your probationary period, you will be issued with a uniform.  As items become no longer suitable or through wear and tear, a replacement will be provided to you.  

It is your responsibility to ensure;

  • Shirts must be clean, ironed and in good condition.
  • •Pants or shorts must be clean, ironed and in good condition.
  • Enclosed, non-slip footwear must be clean.
  • •Maintain high personal hygiene standards with clean, tidy and well groomed                                                                       hair reflecting a professional appearance.

If you lose any item of uniform a fee may be charged to cover replacement.


  • If you are required to operate plant and equipment you must be aware that loose clothing can easily be snagged on dangerous moving parts of plant and tools, you must not have any loose clothing when operating any plant or tools.
  • •All long hair must be tied up, neatly, to avoid any potential contact with tools, plant and equipment. 
  • •Enclosed, non-slip footwear that is safe for the environment in which you are working should be worn at all times.  
  • •Frontline may require you to wear certain personal protective equipment (PPE) when undertaking work activities that present a risk to your health and safety.  PPE issued is part of your uniform and is issued to protect you from certain hazardous tasks, this is a reasonable direction, and is considered compulsory.  All employees have a responsibility to follow this direction under the Work Health and Safety Act 2012.   

Items of PPE may include, but are not limited to;

  • Face masks
  • Hearing protection
  • Gloves
  • Goggles 
  • Alternative safety footwear
  • Weather protection; Hat, Sunscreen, glasses, long shirt & wet weather protection

It is also your responsibility to ensure that the (PPE) is maintained and kept clean. If at any time the PPE that you have been issued with is lost, damaged or malfunctions contact your supervisor to have it replaced before commencing your duties.

If you have any questions concerning the correct use and maintenance of PPE please speak with your supervisor. You must at all times ensure that PPE is maintained in a clean and hygienic. Incidents of careless loss or damage and/or misuse to PPE will be investigated by the Managing Director and where negligence is proven you may be charged for replacement.

Wherever you see a blue and white mandatory safety sign, you must comply with the wearing of the PPE.

Mandatory PPE sign

Example uniform Standard

Code of Conduct

Policy Statement

Frontline have a way of working that aims to achieve a productive, positive working environment for all employees, customers and all others.  The Code of Conduct establishes a standard by which we conduct ourselves towards others and perform our professional duties on behalf of Frontline. Its aim is to help us to aspire to the highest standards of ethical conduct. 

All employees have a responsibility to: 

  • Respect and uphold the good name of Frontline Support Pty Ltd;
  • Not to make any negative or untruthful statements about Frontline to the media or online social platforms;
  • Comply with all laws, Acts, Regulations and company policies, procedures and all processes at all times;
  • Always work in a safe manner that ensures their safety and the safety of all others.  Cooperate with any reasonable policy or procedure of the person conducting the business or undertaking (Frontline) relating to health or safety at the workplace that has been notified to employees;
  • Attend fit for work and not to be under the influence of alcohol or drugs or any other illegal substances;
  • Notify management if taking any prescribed medication which may affect your safety and wellbeing whilst at work;
  • Adhere to the highest standards of workplace behaviour, diversity and equal opportunity – Recognise and appreciate the value of our differences by treating everyone they interact with, fairly, with courtesy, respect; 
  • Always act honestly, avoiding situations which may give rise to a conflict of interest or the perception of such a conflict;
  • Not to unlawfully discriminate against people in the provision of our services, and in all aspects of employment including recruitment, training, promotion, remuneration, benefits and termination of employment on prohibited grounds (such as age, gender, race, disability, religion etc);
  • Respect the privacy of all individuals;
  • Attend for work at the agreed times and carry out all reasonably requested duties in a professional, responsible and diligent manner;
  • Maintain personal grooming and dress standards at all times as detailed in My Conditions;
  • Keep Frontlines information confidential at all times as per the confidentiality agreement;
  • Treat company property, equipment and tools with respect at all times.

All management and employees are required to adhere to this policy.  A breach of this policy may result in disciplinary actions being taken.

What time are timesheets due by on timesheet day?

  • 11am
  • 12pm
  • 5pm

As part of my employment conditions, I may have to submit to a drug and alcohol test?

  • Yes, I may have to submit to a drug and alcohol test
  • No. A drug and alcohol test is not a condition of my employment

My Safety

Frontline provides a range of specialised cleaning, maintenance and support services throughout South Australia and other regions.   

Frontline is firmly committed to the work, health, safety and general wellbeing of all its workers, contractors, clients and authorised visitors  to ensure that all works are carried out safely and that they are not put at risk from the conduct of business or undertaking so far as is reasonably practicable.  

Frontline will;

  • Provide and maintain a safe workplace and healthy working environment;
  • Provide and maintain safe systems of work, designed to prevent injury or illness to workers, and all others;
  • Provide and maintain plant and substances in safe condition;
  • Provide and maintain facilities for the welfare of all workers;
  • Provide and keep up to date any information, instruction, training and supervision needed to make sure that all workers are safe from injury and risks to their health and safety;
  • Provide monitoring of the health of workers and conditions in the workplace to prevent injury or illness of workers;
  • Ensure compliance with the Work Health and Safety Act 2012, the Work Health and Safety Regulations 2012 and applicable Codes of Practice and Australian Standards as far as possible.

Achieving good safety outcomes is the responsibility of ALL employees of Frontline.  

Employees responsibilities:

  • Ensuring their own personal health and safety, and that of others in the workplace.
  • Complying with any reasonable directions (such as safe work procedures,                                                         wearing personal protective equipment) given by management for health and safety.
  • Report all incidents and accidents on the job immediately;
  • Report all known or observed hazards on the job immediately;
  • Not misuse or interfere with anything provided for protecting your health and safety or the safety of others (e.g. safeguards to plant & equipment, personal protective equipment);
  • Complying with all mandatory work, health & safety requirements and per the Work Health and Safety Act 2012, the Work Health and Safety Regulations 2012 and applicable Codes of Practice and Australian Standards as far as possible. 

All management and employees are required to adhere to this policy.  A breach of this policy may result in disciplinary actions being taken.

Consultation Policy

Frontline is committed to consulting, so far as is reasonably practicable, with its employees, contractors, visitors and other persons with a duty of care regarding work, health and safety under the Work Health Safety Act & Regulations 2012.  

Frontlines’ consultation methods involve the sharing of work health safety information and the exchange of views between management and workers.  This provides the opportunity for worker experience and ideas to be considered in any decision-making process which may affect their work, health and safety while at work and ensures the outcomes are conveyed in a timely manner.   Frontline uses various means to consult, via face-to face toolbox meetings, memos, notice boards, email and phone.

Frontline will consult with workers when:  

  • Identifying hazards and assessing risks arising from the work carried out or to be carried out;  
  • Making decisions about ways to eliminate or minimise those risks;
  • Making decisions about the adequacy of facilities for the welfare of workers; 
  • Proposing changes that may affect the health or safety of your workers;
  • Making decisions about procedures for consulting with workers; 
  • Resolving health or safety issues; 
  • Monitoring health of your workers; 
  • Monitoring the conditions at the workplace and providing information and training for your workers.

Furthermore Frontline will so far as is reasonably practicable, consult, co-operate and co-ordinate its activities with all other persons who have a duty in relation to the same matter.  This will ensure the outcome of consulting, co-operating and co-ordinating activities with other duty holder’s results in each duty holder understanding how their activities may impact on health and safety and that the actions each duty holder takes to control risks are complementary.

Frontline believes a safe workplace is more easily achieved when everyone involved in the work communicates with each other to identify hazards and risks, talks about any health and safety concerns and works together to find solutions.  This provides for greater awareness, commitment and positive working relationships.

Hazard Policy

Frontline is committed to providing a safe workplace environment for all of its employees, contractors, visitors and other persons.  A hazard is a situation in the workplace that has the potential to harm the health and safety of people or to damage plant and equipment. The situation could involve a task, chemical or equipment used. Frontline is committed to establishing a formal process to record and investigate all workplace hazards.  Frontline considers hazard management as fundamental to ensuring a safe work environment, compliance with legislative requirements and for the continual improvement of safety performance.

Frontline has, so far as is reasonably practicable, assessed safety hazards for all jobs and tasks performed through the medium of a task risk assessment to identify any hazards, assess the risks involved through risk matrix and implemented control measures.  This was done by applying the hierarchy of control criteria to eliminate or control the risk to ensure a safe workplace for it employees and any other person likely to be affected by work performed by the company.  

Frontlines’ management has established and is committed to maintaining a safe working environment by:

  • Observing and identifying hazards; 
  • Investigating and responding to all hazard reports promptly; 
  • Ensuring employees etc. are notified of any hazardous situation and taking appropriate action to eliminate or control any risk associated with the hazard; 
  • Monitoring and reviewing effectiveness of controls; 
  • Complying with legislative requirements; 
  • Ensuring effective consultation takes place; 
  • Maintaining appropriate documentation; 
  • Providing information, instruction, training and supervision in order for work to be conducted in a safe manner; 

It is Frontlines’ policy that all employees, contractors, visitors and others are to: 

  • Follow Frontlines hazard report flow chart procedure;
  • •Observe and identify hazards; 
  • •Report any hazard, incident or near miss to the manager or supervisor immediately and take reasonable steps to protect the health and safety of any person at risk, document on hazard report form; 
  • •Participate in the consultation process (Contractors and Visitors only where necessary); 
  • •Follow all reasonable instructions (e.g. safe work procedure, safe practices, wearing protective equipment, undergoing training); 

Take all reasonable care to protect their own health and safety and must take reasonable care to avoid adversely affecting the health or safety of any other person through an act or omission. 

Hazard Reporting Flowchart

Training, Development & Competency Policy

Frontline is committed to ensuring that all employees are trained and resourced to protect all employees from risks to their health and safety and achieve the company’s operational objectives.  By focusing on providing relevant training and development we aim broaden employees knowledge, understanding, skills or ability to carry out the assigned tasks or position through education, training, experience and assessment.  

At Frontline training starts on day one with Frontlines company induction as per the Induction Policy.  Successful training requires the commitment from all employees to engage and learn new skills.

Frontline will ensure, so far as is reasonably practicable, that the information, training and instruction is provided in a way that is readily understandable by any employee to whom it is provided. 

Formal or on-the-job training may be appropriate depending on the circumstances and training needs. 

Training can cover such topics as, but not limited to:

  • Safety related matters such as hazards, first aid, emergency preparedness, safe working procedures, testing and tagging, safe operating procedures etc;
  • Induction training;
  • Industry related matters;
  • On the job training for any tasks or duties being carried out;
  • Client specific training;
  • Skills development training.

Training can be conducted by, but not limited to;

  • Online;
  • Internal training programs;
  • Toolbox meets;
  • Registered external training providers.

It is Frontlines’ policy that all employees engage in training programs from time to time; safety related training programs are compulsory.

Incident Accident Reporting Policy

Frontline is committed to the work, health and safety of it workers, contractors, clients and visitors to ensure that they are not put at risk from the conduct of business or undertaking.  

Frontline has implemented, simplified incident accident reporting policies and procedures aimed at dealing promptly with incidents as they arise to learn from them, and implement strategies to prevent any recurrences.  This takes into account the diversity of Frontlines’ business and overall aims for continuous improvement. 

It is Frontlines’ policy that all employee follow the incident, accident, near miss procedure and that all incidents, accidents and near misses be reported immediately to your supervisor or Managing Director and within 24 hours of the incident, accident or near miss occurring.  The incident, accident or near miss must be documented on the accident incident form and given to management to start the investigation process. 

Under the Work Health and Safety Act 2012 certain types of workplace incidents that need to be notified to regulators. Only the most serious safety incidents are intended to be notifiable and they trigger requirements to preserve the incident site pending further direction from the regulator (Safe Work SA).  The Managing Director will notify Safe Work SA if there is a notifiable incident.

Notifiable incidents are:

  • The death of a person
  • A ‘serious injury or illness’, or
  • A dangerous incident arising out of work carried out by a business, undertaking or a workplace.

Notifiable incidents relate to any person—whether an employee, contractor or member of the public.

If a notifiable incident occurs the legislation sets out that:

  • Immediate notification of a ‘notifiable incident’ to the regulator (Safework SA), after becoming aware of it;
  • If the regulator asks—written notification with 48 hours of the request, and;
  • Preservation of the incident site until an inspector arrives or directs otherwise.

An incident is not notifiable just because it happens at or near a workplace.  Incidents may occur for reasons which do not have anything to do with the conduct of the business or undertaking, for example:

  • A worker or another person suffers a heart attack while at work which is unrelated to work or the conduct of the business or undertaking;
  • An amateur athlete is injured while playing on the local soccer team and requires immediate medical treatment (this is not work); 
  • A person driving to work is injured in a car accident (where driving is not part of their work);
  • A person with epilepsy has a seizure at work.

First Aid Procedure


The purpose of this procedure is to outline the methodologies for applying First Aid in the workplace.

First Aid – St John Ambulance’ Definition is - the initial care of the ill or injured … where someone has had an accident or is suffering from a sudden illness and needs help until a qualified health care professional, such as a doctor, registered nurse or ambulance officer, arrives.


Trained employees can administer first aid

All employees have a responsibility to ensure the first aid kits are up to date and fully stocked.


  1. 1.Firstly, ensure that you are qualified to administer first aid;
  2. 2.Ensure you are wear personal protective equipment; 
  3. 3.Respond to the emergency or care required by 

          a.assessing the situation quickly;

          b.Identify the nature of the injury or illness;

4.Administer first aid;

5.Report ;

          a.Emergency 000 – assist in providing information regarding the emergency

          b.Basic – to manager at Frontline

6.Complete incident, accident, near miss report form ;

7.Ensure first aid kit is restocked.

Frontline will identify first aiders and location of first aid kits on each site specific induction, given the diversity of Frontlines’ business, this includes Frontlines head office.

Drugs, Alcohol & No Smoking Policy

The consumption of drugs or alcohol may impair your ability to exercise judgement, coordination, motor control, concentration and alertness which may present a hazard in the workplace resulting in injury to yourself or others.

Frontline will endeavour to assist workers through the introduction to a Drug and Alcohol Management Program e.g. for personnel who may be affected by consumption of drugs and/or alcohol that may eventuate in endangering themselves or others whilst at work.

Frontline may undertake periodic random drug testing from time to time by an accredited organisation all employees are to adhere to any conditions imposed by client organisations.

Workers engaged by Frontline will be required to consent to drugs or alcohol testing:

  • If you are involved in an incident involving mobile plant or which has resulted in medical treatment or property damage or 
  • In the opinion of Frontline management your behaviour is unusual or erratic.

If you refuse to give consent to the testing you will be asked to immediately leave the workplace and not resume work without a written clearance from your doctor of a negative test result.

If you are suspended due to not consenting to a drug or alcohol test you will not be paid.  

Prescribed Medications

Many of the products used for medicinal purposes have the ability to affect the performance capabilities of those taking them.   If you are being treated with prescriptive or pharmaceutical drugs which are issued with a warning that they may impair you performance you must upon arrival at work immediately advise your supervisor.

You may be required to obtain a written clearance from your doctor before being allowed to commence work.


It is Frontlines’ policy that workers do not smoke at work in the interests of their own health and wellbeing.  The Tobacco Products Act 1997 bans smoking in all enclosed workplaces.

It is therefore Frontlines’ policy that SMOKING IS PROHIBITED IN ALL BUILDINGS AND VEHICLES owned and operated by Frontline.

If you are found to be in possession of, or supplying illicit drugs or mind-altering substances you will be immediately removed from the workplace, your work with Frontline Support will be terminated and a report will be provided to the police.

Smoking is permitted within company vehicles

  • False
  • True

General Safety

General Safety

Safe Operating Procedures (SOP’s)

To ensure that you are not put at risk of injury or illness Frontline has developed SOP’s to guide workers in safely performing work activities.  

The Managing Director will ensure that you are provided with information, instruction and training on any aspect detailed in the relevant SOP.   It is your responsibility to implement control measures as appropriate and to abide by all the requirements detailed in a SOP document. On the job competency based training will be conducted in respect to all SOP documents.

Licences and Competency Certificates

Certain types of work require the appropriate licence or certificate of competency to perform the work or operate particular plant or equipment. This includes, but is not limited to:

  • All registered road vehicles
  • Forklifts
  • EWP
  • High Risk Work

If you are required to carry out work or operate plant or equipment that requires a licence or certificate of competency you will be required to undertake training and assessment to obtain the licence or certificate.

You MUST NOT operate any machinery without the appropriate licence/certificate and operator training. You are responsible for ensuring that all required licences and/or certificates remain current and a copy is provided to Frontline head office.  Whilst operating the plant or equipment you must have your licence on your person at all times.

Mechanically Propelled Plant Inspection

All mechanically propelled plant e.g. forklifts are provided with Daily Inspection Log books.

It is your responsibility each day before driving or operating the plant to:

  • Carry out inspection, and; 
  • Complete a daily inspection log. 

Carrying out an inspection of plant provides an opportunity to identify any mechanical or safety issues and ensure they are properly reported so that repairs to be arranged.  If there are any faults identified with the plant then you are NOT to operate the plant until repaired. 

Safety Signs

Safety Signs 

Safety signs are designed to draw your attention to hazards or situations where health and safety may be affected. Safety Signs apply to all persons - workers, contractors and visitors.

Safety signs are provided to enhance WH&S. Pay attention to and always obey safety signs. If you are not sure of the meaning of the sign or notice consult your supervisor who will explain the sign to you. 

Mandatory PPE signs are which colour?

  • Blue/White
  • Red/White
  • Yellow/Black

Electrical Safety

Testing & Tagging, RCD’s and Maintenance Request Tags

Frontline will, so far as is reasonably practicable, ensure that workers and other persons at the workplace are not exposed to electrical risks arising from the business or undertaking. This duty requires eliminating electrical risks or, if that is not reasonably practicable, minimising the risks so far as is reasonably practicable. 

We ensure that:

  • RCD’s are fitted to all equipment with a power source;
  • Testing and tagging of all electrical equipment is carried out as routine 6 monthly; 
  • Testing is conducted by a competent persons;
  • Records are retained and monitored for all electrical equipment.

Testing RCD’s

A residual-current device (RCD), is an electrical wiring device that disconnects a circuit whenever it detects that the electric current is not balanced between the energized (line) conductor(s) and the return (neutral) conductor.  

To ensure that the RCDs fitted to your equipment perform correctly, they must be tested at prior to use. To test your RCD you need to follow the directions below.

Follow these simple steps to ensure your RCDs are operating correctly:

  1. Plug into a power point and turn the switch on.
  2. Turn on your equipment to power up. 
  3. Push the test button on each RCD. Do not hold your finger on the test button. The RCD should operate (turn off). If it does not operate, it must be checked by an electrical contractor.
  4. After pushing the test button on the RCD your equipment should turn off / shut down.  
  5. When finished testing, turn the RCDs back on and your equipment will turn on.  

Note:  If the RCD fails to operate, place a maintenance tag on equipment and report it ASAP.  An authorised person will be engaged to test the RCD and replace it if necessary -   DO NOT USE.

Maintenance tags

Maintenance Request Tags are designed to indicate that machinery or equipment is unsafe or out of service and must not be operated or used.


Service or repair to machinery or equipment must only be carried out by an authorised person. When machinery or equipment fails to operate normally or is damaged you MUST disconnect the power or energy source and place a MAINTENANCE REQUEST TAG on the machine or equipment and notify management immediately


Only an authorised person can remove a Maintenance Request Tag once attached to any piece of equipment.  

A breach of this process may result in disciplinary actions being taken.  

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PPE Question

Manual Handling

Manual handling means any activity requiring the use of muscular force to lift, lower, push, pull, carry or otherwise move, hold or restrain any object, person or animal.  At times these can become hazardous manual tasks if they require   repetitive or sustained force, high or sudden force, repetitive movement, sustained or awkward posture, exposure to vibration.  These hazardous manual tasks have the potential to lead to musculoskeletal disorders (MSD)-(Injury).

Frontline has, so far is as reasonably practicable, identified and managed foreseeable risks to health and safety relating to a musculoskeletal disorder associated with a hazardous manual task by implementing control measures in accordance with the hierarchy of controls.

If your job requires you to perform manual handling tasks you will be provided with appropriate mechanical equipment and or trained in safe manual handling techniques.   You may be required to undertake a functional capacity test before you are allowed to carry out manual handling tasks. 

If at any time while performing your duties you suffer symptoms of muscle strain or discomfort you must stop performing that task and report it to your supervisor immediately.

The most important rule for Manual Handling is if the load is large, awkward or heavy – OBTAIN HELP!

Some of the questions you should be asking yourself to avoid an injury should be:

  • Do I have to move it at all?
  • Is there mechanical assistance available?
  • Do I need a hand from a co-worker?
  • Is the route clear that I have to travel?
  • Can I reduce the frequency of this task?

If the task is unavoidable, and mechanical aids are not available, please ensure you adopt correct manual handling/lifting techniques.  If you are not sure ASK for assistance.

Six general tips for Successful Manual Handling/Lifting

1. Assess the work area:

  • Ensure there is adequate space
  • The temperature is not too hot/cold and lighting is adequate
  • The floor surface is even and not slippery

2. Assess the load:

  • The object is not too large or heavy.
  • The object is not too awkward to grip or hold
  • The object has not got sharp edges or corners

3. Plan the lift and route to take:

  • Look for the clearest and most direct route
  • Clear any obstacles in the way
  • Check for steps, ramps, narrow passageways or doorways

4. Position your body:

  • Ensure you are facing the load, 
  • Place your feet in stable position slightly apart
  • Bend your knees or squat
  • Keep your back straight

5. Get a secure grip on the load:

  • Ensure clean and dry hands
  • Use gloves if required

6.Lifting the load

  • Breath in before lifting
  • Lift with your legs
  • Turn your feet, don’t twist your torso

Unsafe Risk Takers

Please press Play

Safety is everybody's responsibility. Its better to lose a minute in life doing something the correct way, than losing your life in a minute from unsafe work practices. Seen something unsafe? Report to a manager immediately.

Hearing Loss

Hazardous noise affects the functioning of the inner ear, which may cause temporary hearing loss. After a period of time away from noise, hearing may be restored. With further exposure to hazardous noise, the ear will gradually lose its ability to recover and the hearing loss will become permanent.

Permanent hearing loss can also occur suddenly if a person is exposed to very loud impact or explosive sounds. This type of damage is known as acoustic trauma. Permanent hearing loss results from the destruction of hair cells in the inner ear. These cells cannot be replaced or repaired by any presently known medical treatments or technology.

Frontline is committed to its duty of care under the WHS Act 2012 to, so far as is reasonably practicable, manage the risks of hearing loss associated with noise at the workplace, including:

  • Ensuring that the noise a worker is exposed to at the workplace does not exceed the exposure standard for noise of 85 dB (A) averaged over eight hour shift.
  • Providing audiometric testing to a worker who is frequently required to use personal hearing protectors to protect the worker from hearing loss associated with noise that exceeds the exposure standard.

Noise is best controlled at its source, by engineering and design, but sometimes this is not practical considering the nature of work performed by Frontline.  

Frontline has, so far as is reasonably practicable, assessed safety hazards for all jobs and tasks performed through the medium of a task risk assessment to identify any hazards, assess the risks involved through risk matrix and implemented control measures.  This was done by applying the hierarchy of control criteria to eliminate or control the risk to ensure a safe workplace for it employees and any other person likely to be affected by work performed by the company, as per the Hazard Policy.  

To ensure protection from excessive noise exposure, HEARING PROTECTION MUST BE WORN AT ALL TIMES when working in noisy environments where hearing protection signs are in place or indicated on the SOP.

Working with Chemicals & Hazardous Substances

All chemicals can become dangerous in large doses.  

The use of chemicals or substances may in some instances be hazardous to your health.  Before using any chemical or substances refer to the appropriate Safe Operating Procedure (SOP) and Safety Data Sheet (SDS) and/ or risk assessment for instructions on the safe handling and use including the correct PPE to be used.

If unsure of the safe handling procedure consult your supervisor.

Working Safely with chemicals:

  • Chemicals must only be stored in correctly labelled containers, NOT in used food or drink containers (this could result in injury);
  • No chemical or substance is to be brought onto a site without a prior risk assessment and granting of approval for use;
  • Follow all instructions and PPE requirements as outlined on the SOP, SDS and / or risk assessment;
  • Use, store, handle, clean up and dispose of chemicals according to the container label or SDS;
  • Ensure you know where the spill kit and PPE are located;
  • New use chemicals that are not in their original container;
  • Never decant a chemical into an unlabelled storage container or a food or drink container;
  • NEVER mix chemicals;
  • Always replace the lid on containers and return to the correct storage location after use;
  • Wash hands before and after handling chemicals.

Safety Data Sheets

A Safety Data Sheet (SDS), previously called a Material Safety Data Sheet (MSDS), is a document that provides information on the properties of hazardous chemicals and how they affect health and safety in the workplace. An SDS must be reviewed periodically to keep it up to date, for example when any new or significant information becomes available on the hazards of the material. Otherwise, a SDS must be reviewed and re-issued every 5 years.

For example an SDS includes information on:

  • The identity of the chemical
  • Health and physicochemical hazards, 
  • Disposal considerations. 

  • Safe Handling
  • Storage Procedures
  • Environmental Considerations

Hazardous chemicals

The term hazardous substance refers to those chemicals with the potential to affect human health immediately or long term.  Under the WHS Regulations, a hazardous chemical is any substance, mixture or article that satisfies the criteria of one or more Globally Harmonised System of Classification and Labelling of Chemicals (GHS) hazard classes, including a classification in Schedule 6 of the WHS Regulations.   

All SDS and containers hold the hazardous information and any hazardous chemical in the workplace will have the risks assessed and control measures in place.  All hazardous chemicals will also be maintained on a register with relevant hazardous information and quantities held.

Always adhere to working safely with chemicals and never use a hazardous chemical that you have not had instruction and training on.

Evacuation Procedure, Weather Policy & Workers Compensation

Emergency and Evacuation

Site emergency evacuation procedures and plans will be identified on all client premises and you will be inducted and trained to the procedure to be followed in the event of any emergency whilst you are present on client premises.

It is part of your responsibility in ensuring your own personal health and safety, and,  that of others in the work place, and, complying with any reasonable instructions of an appointed Fire Warden and to report any  emergencies and obey their instructions including evacuating to a designated safe assembly area. 

Weather Protection

It is well established that ultra violet radiation from the sun is a major cause of skin cancer particularly for people that work outdoors.  Exposure to ultraviolet rays from the sun in the short term may result in sunburn and an accumulation over a longer term may lead to solar keratosis and skin cancer.  

Frontline has an obligation under the WH&S Act 2012 to provide a safe working environment

To minimize your exposure to ultra violet radiation Frontline will supply you with a broad brimmed hat, sunglasses with UV absorbing lenses and 30+ sunscreen to be available for when you are required to work outdoors.

If work activities require extended work periods outdoors you may be required to wear a long sleeve shirt and long trousers as sunscreen may not provide sufficient protection unless you reapply it during the day.

Workers Compensation - Return to Work SA

Return To Work SA is responsible for providing work injury insurance and regulating the South Australian Return to Work scheme.  Frontline holds and maintains current insurance.

If you are injured at work a workers’ compensation claim should be lodged with Mr Peter Rundle or Ms Vicki Taylor. A claim will be investigated as part of normal internal procedures.  This will involve you, and any other relevant parties being interviewed by the investigator. A Workers Compensation Medical Certificate must be provided to cover all time lost from work due to the workplace related injury.  


Return to Work Policy

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Frontline is committed to providing a rehabilitation process in accordance with a structured workplace-based rehabilitation and return to work program, whilst meeting its legislative obligations. All Frontline employees are required to actively participate assisting a return to work rehabilitation process.


A Case Manager will be appointed by the agent acting for Return To Work SA who will work with Frontline and the employee through a rehabilitation process. It is an expectation of all parties that participation in a return to work plan will ultimately lead to an early resumption of pre-injury duties.

Rehabilitation plans can be internal or external plans and will commence as soon as practicable following any work related injury or illness or at such time medical guidance allows.  This is to ensure an employee is able to remain at work or return to work on a structured return to work plan.

To achieve these objectives Frontlines’ rehabilitation program/s will:

  • Aim to achieve, as a normal expectation for all, the safe, timely and durable return to work of injured employees through early and appropriate consultation and intervention;
  • Commit to providing suitable workplace based and function oriented duties wherever possible in order to maintain the employee at work or enable an early return to work;
  • State the rights and shared responsibilities of Frontline and the injured employee/s in respect of rehabilitation;
  • Provide ongoing communication with the employee so that meaningful connection with the workplace can be maintained;
  • Ensure confidentiality of all information;
  • Provide ongoing monitoring and evaluation of the program's implementation and update as necessary in order that it remains effective and achieves its aims in benefiting all concerned.

Frontline believes the best medicine when you have suffered a work related injury is returning to work!

General Policies & Procedures

Workplace Discrimination, Bullying & Harassment Policy

Frontline is committed to providing a safe, flexible and respectful environment for employees and clients free from all forms of discrimination, bullying and sexual harassment.  All employees at Frontline must follow the standards of behaviour outlined in this policy and all employees are required to treat others with dignity, courtesy and respect at all times. 

Discrimination, bullying and sexual harassment are unacceptable and unlawful under the following legislation:

  • Sex Discrimination Act 1984 (Cth)
  • Racial Discrimination Act 1975 (Cth)
  • Work Health Safety Act 2012
  • Disability Discrimination Act 1992 (Cth)
  • Age Discrimination Act 2004 (Cth)
  • Australian Human Rights Commission Act 1986 (Cth). 
  • Fair Work Act 2009 (Cth)

All employees are entitled to:

  • Recruitment and selection decisions based on merit and not affected by irrelevant personal characteristics;
  • Work free from discrimination, bullying and sexual harassment;
  • The right to raise issues or to make an enquiry or complaint in a reasonable and respectful manner without being victimised;
  • Reasonable flexibility in working arrangements, especially where needed to accommodate their family responsibilities, disability, religious beliefs or culture.

Workplace bullying is defined as: 

  • ‘Repeated and unreasonable behaviour directed towards a worker or a group of workers that creates a risk to health and safety’ 
  • Repeated behaviour refers to the persistent nature of the behaviour and can involve a range of behaviours over time.

 Examples of behaviour, whether intentional or unintentional, that may be considered to be workplace bullying if they are repeated, unreasonable and create a risk to health and safety include, but are not limited to:

  • Abusive, insulting or offensive language or comments;  
  • Unjustified criticism or complaints; 
  • Deliberately excluding someone from workplace activities;  
  • Withholding information that is vital for effective work performance;  
  • Setting unreasonable timelines or constantly changing deadlines;  
  • Setting tasks that are unreasonably below or beyond a person’s skill level;  
  • Denying access to information, supervision, consultation or resources to the detriment of the worker;  
  • Spreading misinformation or malicious rumours;  
  • Changing work arrangements, such as rosters and leave, to deliberately inconvenience a particular worker or workers.

Workplace Bullying & Harassment Policy – continued

Workplace bullying can be carried out in a variety of ways including in person, through email, text messages, internet chat rooms, instant messaging or other social media channels. In some cases workplace bullying may escalate beyond the workplace and normal working hours. 

Workplace bullying can be directed at a single worker or group of workers and be carried out by one or more workers. It can also be directed at or perpetrated by other people at the workplace, for example clients, patients, students, customers and members of the public. 

Not all behaviour that makes a person feel upset or undervalued at work is classified as workplace bullying.  A single incident of unreasonable behaviour is not considered to be workplace bullying however it may have the potential to escalate and will not be ignored.

What is not considered bullying;

  • Reasonable management action taken in a reasonable way;  
    • It is reasonable for managers and supervisors to allocate work and to give fair and reasonable feedback on a worker’s performance. These actions are not considered to be workplace bullying if they are carried out lawfully and in a reasonable manner, taking the particular circumstances into account. 
    • Workplace conflict –  differences of opinion and disagreements is not generally considered bullying; 


Sexual harassment is a specific and serious form of harassment. It is unwelcome sexual behaviour, which could be expected to make a person feel offended, humiliated or intimidated. Sexual harassment can be physical, spoken or written. .  It can happen to males as well as females.  It does not matter if the behaviour unintentional it can still be unlawful, even if it was meant to be a compliment or joke. It can include:

Sexual harassment can be;

  • Unwelcome touching or kissing
  • Comments or jokes, leering or staring
  • Sexual pictures, objects, emails, text messages or literature
  • Direct or implied propositions, or requests for dates
  • Questions about sexual activity.

Unlawful discrimination

Discrimination occurs when a person, or a group of people, is treated less favourably than another person or group because of their background or certain personal characteristics. 

Discrimination laws protect people from discrimination of the basis of their:

  • Race, including colour, national or ethnic origin or immigrant status;
  • Sex, pregnancy or marital status and breastfeeding;
  • Age;
  • Disability, or;
  • Sexual orientation, gender identity and intersex status.

False or misleading statements may result in disciplinary actions being taken.

Any employee who feels they are experiencing or witnessing workplace bullying or harassment need to report it as soon as possible as outlined in the grievance reporting process, reports will be treated confidentially at all times.

Remember Frontline cannot address the problem if they do not know about it.

Grievance Policy

Frontlines objective is to provide a fair, safe and productive work environment; consideration of grievances will be dealt with fairly, consistently, promptly and with sensitivity to all parties.

Grievances can arise at any workplace and they will exist when one or more people disagree about something.  The Frontline Grievance Policy shall apply to all grievances arising out of or in connection with, but not limited to;

  • Employment matters such as , but not limited to;
    • Wages
    • Agreements
    • Unfair dismissal
    • Safety 
    • Harassment 
    • Discrimination
    • Bullying
    • Working allocation
    • Privacy
    • Disputes between employees and/or supervisors or management
    • Training 
    • Promotion
    • Misconduct

Frontline has implemented a sound and balanced process to resolve grievances as part of our responsibility as an employer.  Through the process we encourage parties to try and resolve the grievance informally firstly, where the grievance cannot be resolved informally, the grievance is raised formally by being put writing and escalated to management.

The frontline grievance resolution process will work to achieve outcomes that are:

  • Taken serious – all grievances are taken seriously;
  • Quick - the issues will be resolved quickly; 
  • Fair - all relevant parties will be consulted so that all sides of the story are taken into account;
  • Handled sensitively - disputes will, where possible, be resolved in a confidential way to minimise impact on other employees;
  • Transparent - our policy and procedure will be clear to every employee.

All employees must follow the grievance procedure.


Privacy Policy

Frontline may require the collection of personal information from you to enable it to provide administrative services to staff and external agencies. The reasons for the collection of personal information include, but are not limited to, taxation & superannuation purpose, legislative, regulatory or other legal requirements.

The company may collect and hold personal information, such as, but not limited to, names of workers, addresses, telephone numbers, facsimile numbers, email addresses, titles and professional affiliations.

In the event that sensitive information is collected, it will not be used for any purpose without the express permission from the worker concerned. The collection, use and disclosure of information will be in accordance with Frontlines’ Privacy Policy.

All personal information collected will be retained as part of a database, which will be securely monitored and maintained by authorised officers. The data will not be made available to a third party, unless it is legally required and verified, without the authority of the individual who provided the personal information.

Frontline will make available for inspection under the Privacy Act 1988, all personal information, based on the information supplied by the worker that it holds, provided reasonable notice is given. In the event that any part of the personal information is determined to be incorrect and requires alteration, Frontline will make such alteration in compliance with the corrected advice provided by the worker. 

The company will take all reasonable steps to protect the security of the personal information that it holds. This includes appropriate measures to protect electronic materials and materials stored and generated in hard copy.

Where information held is no longer required to be held, and the retention is not required by law, then this information will be destroyed by secure means.

Frontline acknowledges that there is no obligation for workers to provide personal information. However, for personnel who choose not to provide details, the company may not be able to provide a full range of services. 

If you have any concerns regarding the privacy of your personal information, then you need to follow the company’s grievance policy & procedure to resolve the grievance.

Workplace Surveillance 

In today’s workplace it is not uncommon for companies to use a mix of the following types of surveillance and monitoring of workers: 

  • Email and internet monitoring;
  • Monitoring of phone usage;
  • Audio and video surveillance in customer areas or where valuable stock is held; 
  • Drug and alcohol testing, particularly for workers who use vehicles or dangerous machinery. 

Frontline Support Pty Ltd - Surveillance Options

Frontline may adopt a variety of tools for general conduct of business aimed at the promotion of efficiency and effectiveness. No regular program of workplace surveillance is undertaken however workers actions may be observed as part of the normal conduct of company business. 

In some specific circumstances where the collection of evidence relating to fraud, gross negligence, safety breach or substantial misdemeanor, any available surveillance data will be used to assist investigation into incidents or habitual behavior. 

Frontline reserves the right to monitor use of any company equipment or access onto company sites. Email messages will not be monitored however total email traffic will be reviewed regularly. Email or internet content that is deemed inappropriate or has the potential to cause an electronic security issue will be blocked. 

Behaviour Management

Employee Behaviour Management

Frontline has outlined the expected behaviours in the Code of Conduct Policy and other company policies which establish an expected standard by which all employees conduct themselves towards others and perform their professional duties. From time to time these expected behaviours are breached by employees, resulting in employee behaviour management.

Frontline believes effective behaviour management creates a harmonious and productive workplace which is beneficial for both employees and employer.

When we refer to employee behaviour management it is either underperformance or serious misconduct.  Underperformance is not the same as misconduct. Misconduct is very serious behaviour such as theft or assault which may warrant instant dismissal. 


Underperformance, or poor performance, is when an employee isn't doing their job properly, or is behaving in an unacceptable way at work.  It includes:

  • Not carrying out their work to the required standard or not doing their job at all;
  • Not following workplace policies, rules or procedures;
  • Unacceptable behaviour at work, e.g. telling inappropriate jokes;
  • Disruptive or negative behaviour at work, e.g. constantly speaking negatively about the company.

Serious misconduct

Serious misconduct is when an employee:

  • Causes serious and imminent risk to the health and safety of another person or to the reputation or profits of their employer's business or
  • Deliberately behaves in a way that's inconsistent with continuing their employment.

Examples of serious misconduct include, but are not limited to:

  • theft;
  • fraud;
  • assault;
  • being drunk at work;
  • refusing to follow reasonable instructions;
  • Refusing to carry out work duties.

Employee behaviour management will be managed within the guidelines of the Fair Work Act and applying the principles of procedural fairness.

If I feel like I am being bullied I should?

  • Report the situation to a manager
  • Bully the person back and hope they may get tired of it.

I may be dismissed on the spot if I engage in serious misconduct?

  • True
  • False