Customer abuse and dog attacks have forced some Ergon Energy workers to seek police protection when attending properties, as the utility company reports a troubling rise in workplace safety incidents.
Dogs, wildlife and aggressive people are among the leading causes of incidents involving Ergon crews and contractors across Queensland.
After 289 reported incidents state-wide in the last 12 months, Ergon Energy Metering Contracts Manager, Sarah Bradford, is appealing to customers to help keep workers safe.
“One of the biggest hazards we are facing in the field has nothing to do with electricity at all – it’s actually our customers,” Ms Bradford said.
“The type of abuse and threatening behaviour being reported really does pose an additional risk to our crews that we don’t need, whether it’s meter readers, maintenance workers or in an emergency response situation.
“There is absolutely no excuse for abuse, and we want everyone to be safe at work – not only physically, but mentally.”
There have been 81 reported incidents of threatening behaviour from customers in the last year and in some cases, crews have been advised not to attend a property without a police escort.
Network contact centre staff have also been receiving abuse and threats over the phone in a year when they supported Queenslanders through Cyclone Alfred and major flood events.
“Our 24/7 Faults Team is taking calls about life-threatening emergencies at all hours, and they deserve to be treated with the same respect and courtesy they give to customers,” Ms Bradford said.
“Our people just want to do a good job and get home safely to their friends and family, but abuse, threats and violence from customers can have lasting effects and potentially impact their return to work.”
Aggressive animals are a constant threat to crews on the frontline of customer service. Although there has been a significant reduction in incidents since Ergon introduced its safe entry policy in January 2019, in the last year there have been 148 dog-related incidents and 60 incidents related to wildlife.
“While you may not see your pet as a threat, experience tells us that any dog can pose a risk, regardless of size or temperament. We also know that electric fences and owners holding dogs by the lead, collar or in their arms do not provide adequate protection for our people,” Ms Bradford said.
“We’re asking customers to ensure their pets and livestock are locked up and completely separated from worksites to provide a safe environment for our crews and meter readers.
“If we cannot confirm safe access to your meter or other equipment, we will not risk entering your premises to do any work.”
Ms Bradford said roaming animals posed a threat to the broader community.
“We are sincerely grateful to the majority of people who are doing the right thing to keep everyone safe, and we hope we can get through to the minority who aren’t,” she said.
To further safeguard its teams in the field, Ergon has introduced an Entry Hazards App, which provides crews with critical information about potential risks before they enter a property, including dogs, hostile occupants, asbestos and fire ants.
