Slips and falls in the workplace are a known risk that all businesses need to identify and address, putting into place mitigation strategies. In the fuel retail context slips and falls are not just a workplace or employee risk, they are a safety concern that also applies to customers. The combination of fuel drips and drops and window washing water or rainwater run off can be a perfect storm for slips on the forecourt. Fuel businesses need to have clear risk assessment, mitigation and response protocols in place to ensure that the number and nature of slips are reduced, and that if a slip does happen the business is protected from adverse claims and outcomes. This Safety Highlight will explore the practical steps to address and respond to the risks of slips and falls onsite.
Mitigating risk
In a fuel retail context the first step in reducing the extent and number of slips and trips onsite is to identify the causes of slips and trips, the Hazard Points. Once the business has identified the Hazard Points the next step is to establish a system of oversight, training and response.
Hazard Points
In addition to the potential causes of fuel or water (or fuel and water) on the forecourt there are also common trip points of; carboard or paper on the ground, dog eared mats, uneven concrete ground sections, irregular steps/bunding/rises or even proud or missing or damaged hatches.
Management Strategy
These Hazard Points are are common and ever-present elements of fuel retail, so it falls to the business to clearly identify the risks that these pose, and to establish systems to train staff in the importance of managing and mitigating these risks, alongside establishing a site overview and review process.
ACAPMA Members have access to resources including detailed Daily Hazard Walks, Staff Induction Checklists, Toolbox Talk (Hazard Walk) Templates as well as Daily, Weekly, Monthly Site Checklists that all include attention to things like ‘dog eared matts’ and ‘cords’ or ‘cardboard’ as well as ‘spills’. Implemented into the sites own standard tasks and forecourt observation requirements these resources allow the site to demonstrate that they are aware of the risks and have established systems to “keep an eye out” for the Hazard Points so that the risk can be mitigated.
“Having a system is a good first step, but it is never enough just to have a manual on the shelf or processes on an intranet, staff need to be trained in the importance of a system and the system has to be used in order for the benefits of harm reduction and business protection to be actually realised”, explains ACAPMAs Elisha Radwanowski.
ACAPMA offers a training program for fuel site staff, the Fuel Convenience Compliance course, that includes an Instore Safety and Manual Handling module, a Forecourt Safety module and an Environmental Safety module that both address the nature of water and oil spills on the forecourt as a slip hazard. This training specifically calls out Hazard Points as something that needs to be monitored for, and responded to with cleaning, maintenance, removal and spill response.
Responding to Incidents
No harm reduction system can completely eradicate and intrinsic risk. Despite the best efforts, system, training and observation, incidents will still occur. What is important is that the response to any incident is appropriate, consistent and comprehensive.
“When there is a slip or fall onsite it is imperative that the full incident response process be followed in order to ensure staff and customer safety and business protection”, explains Elisha.
“Unfortunately taking a tumble in public causes most people to have an embarrassment response, so they may choose to ‘walk it off’ or minimise the situation so as not to draw attention to themselves”.
“It is not uncommon for a customer to take a tumble onsite, wave it off to the staff and say they are fine, then months or even years later put in a personal injury claim”.
“Businesses need to ensure that all staff are made aware of the importance of responding to ALL incidents onsite, even those that customers or staff ‘wave off'”.
“To put it simply, if someone trips or falls onsite there should be a detailed incident form completed with all known data and the CCTV footage should be preserved. Every single time. Even when the customer says that they are ‘fine’ or the customer refuses to complete an incident form. This is vital for incident and near miss reporting as well as having complete and accurate records for claims that may come through months or years later”, continues Elisha.
Practical Checklist for Staff
Responding to a Slip, Trip or Fall onsite
- Make it safe
Shut down the pumps (or pass console control to another staff member)
- Offer aid
Render first aid to the victim, offer to call an ambulance every time
- Remove Hazard Point
If appropriate remove the hazard (mat, cardboard, spill etc)
- Document incident
If the victim declines the ambulance seek their details and completion of an Incident and Near Miss Report Form.If the victim declines to complete a Form themselves the staff should complete with all known information including licence plates, vehicle description, witnesses, comments and interactions, observation of the area of the fall etc
- Communicate to management
Escalate the Incident and Near Miss Report Form for further action and review
- Preserve evidence
Save a copy of all CCTV footage
Here to Help
Safety Highlights are things to consider, implement and watch out for in your business. They are provided as general information for you to consider and do not constitute advice. You should seek further advice on your situation by contacting your legal advisor. ACAPMA members can access resources and receive advice, guidance and support from the ACAPMA employment professionals via employment@acapma.com.au , it is free for members. ACAPMA Membership delivers this and more benefits, see; https://acapma.com.au/membership/ for more information.
Elisha Radwanowski BCom(HRM&IR)
ACAPMA
