Unit 201: Follow the rules to deliver customer service



Unit 201: Follow the rules to deliver customer service (F2)

Handout 3: Health and Safety at Work Act

Under the Health and Safety at Work Act your organisation must ensure the health and safety of you, your colleagues and your customers. They are all affected by what you do or fail to do.

Who does this rule apply to?

This law applies to people who:

• are employed by your organisation and includes full time and part time workers, trainees, casual workers and subcontractors

• use your organisation’s workplaces

• are allowed to use your organisation’s work equipment

• visit your premises – including customers

• may be affected by your work – for example, the public, neighbours

• use products you make, supply or import.

Everyone has a ‘duty of care’ to those who may be affected by their actions. A ‘duty of care’ means that you must take all reasonable steps to ensure the safety of any person you deal with. If a person's or organisation’s actions do not meet this standard of care, then the acts are considered negligent, and any damages resulting may be claimed in a lawsuit for negligence.

Your organisation has a duty to take reasonable care of the workforce by:

• providing plant and systems of work that are safe and without risks to health;

• ensuring safety and absence of risks to health in connection with the use, handling, storage and transport of articles and substances;

• providing information, instruction, training and supervision to ensure the health and safety at work of his employees;

• ensuring that the place of work is kept in a condition that is safe and without risks to health

• ensuring that the working environment for employees is safe, without risks to health, and adequate as regards facilities and arrangements for their welfare at work.

How does this rule affect me?

1. You should show a ‘duty of care’ to your customers, colleagues and members of the public.

2. You should know your organisation’s health and safety policy and how this applies to your work with customers

3. For the area you work in somebody should have been identified as a Health and Safety Officer who will regularly carry out a health and safety risk assessment. You should know who the named individual is and how to safeguard yourself and other people to comply with your legal duties.

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