Making Westpac branches safer.

Productivity Matters developed a new training program to help employees manage customers with mental health and substance abuse concerns.

Distressing incidents in retail branches

The Westpac Group had identified a rise in the number of aggressive customer incidents at retail branches across Australia.

These incidents were caused by customers or the public entering branches affected by drugs and alcohol, or with mental health issues. These interactions were distressing for Westpac employees and their customers alike.

Training for branch staff nationwide

Employees had already received training in managing aggressive customers. This was extended to understanding how people with mental health or substance abuse present, and how an early and supportive response can reduce the likelihood of these interactions getting out of hand.

The training also enhanced the support employees receive during and after an incident.


Productivity Matters has now provided this training to over 50 branches in each of the state’s larger cities and in regional locations.

Staff report feeling safer and more in control of difficult customer interactions.

This is what surveyed attendees had to say about the sessions we ran.

Would you recommend this training to colleagues?
YES 100%

Ergonomics at the Woolworths Group.

The Woolworths Group asked Productivity Matters to assist in a “Proof of Concept” which included the development of an Ergonomics Training programme for “Ergonomics Champions”, incorporating the use of wearable data and developing risk controls that incorporated user-centred design. There were several engineering solutions identified across the group of Brands including those for Big W, Supermarkets and Metro’s.