For organizations drafting a Level 3 SOP or work instruction covering employees and workers directed or supervised by the person in charge. It addresses physical or psychological harm in the course of work from internal personnel or third parties such as customers and contractors, including verbal, physical and electronic conduct. Adapt and approve it for the workplace, statutory procedures and reporting resources.
Download Markdown (Traditional Chinese)
Document control
- Company and site ＿＿＿＿
- Document number and revision ＿＿＿＿
- Prepared, reviewed and approved by ＿＿＿＿
- Effective date and revision summary ＿＿＿＿
Responsibilities
OSH staff assess hazards and coordinate prevention. Supervisors implement workplace layout, staffing and emergency measures. HR or a designated contact receives and routes reports and arranges protection. Assign people free of conflicts of interest as needed. Security and health personnel provide safety and health support. Workers can use an alternative reporting channel when a supervisor is involved.
Procedure
| Step | Action | Record |
|---|---|---|
| Identify and assess | Review internal and external risks with workers, including reports of repeated humiliation or threats, lone or night work, complaints and frequent public contact. Assess specific conduct, conditions, likelihood and impact, considering existing controls. | Hazard identification and risk assessment form |
| Implement controls | Publish conduct rules, reporting channels and a prohibition on retaliation. Improve layout, access controls, lighting and emergency communications as needed. Adjust high-risk staffing and train workers to recognize risks, communicate, withdraw and seek help. | Inspections, training and corrective actions |
| Report and protect | If danger is immediate, leave the unsafe area, call for help and contact police, fire or medical services as needed. Record time, location, conduct, witnesses, available evidence and protection needs. Provide separation, medical, psychological or work support as appropriate. | Report and interim measures |
| Route and handle | Give priority to Taiwan's statutory workplace bullying chapter and implementing rules for suspected bullying. Route sexual harassment and employment discrimination under their applicable procedures. Handle other work-related unlawful harm under applicable rules and internal procedures, referring to the relevant authority where needed. Manage conflicts, preserve evidence and notify parties of outcomes and review options as required. | Routing, handling and notices |
| Follow up | Check support needs with affected workers. Review layout, staffing and processes, and set owners and deadlines. Reassess controls after serious incidents, increases in similar reports or work changes. | Response, actions and reassessment |
Fictional report and response
A service-counter worker reports a verbal threat from a customer. The worker moves to safety and calls for support. The contact logs the report time, incident and evidence sources, uses the third-party incident procedure and offers support or referral. The supervisor tests the call system and trials two-person peak coverage, then reviews implementation and feedback after two weeks. The example contains no personal data.
Records and review
Retain applicable prevention records for three years under Article 324-3 of Taiwan's Occupational Safety and Health Facilities Rules. Apply the retention rules for the procedure used to individual case records. Restrict access, review de-identified trends and track corrective actions to completion.