South Burnett council changes hours for library staff safety

The South Burnett council will close certain facilities early, including its libraries, one day a week so staff can get the help they need to cope with an increase in aggressive customer behaviour.

During the June 18 council meeting, the South Burnett Regional Council voted to close libraries and customer service centres across the region at 4pm on Wednesdays from July 1, 2025. Photo: Rose Hamilton-Barr/ South Burnett Times

Increased threats of violence directed towards public servants have resulted in certain council facilities closing early one day a week to allow staff to get support for dealing with the distressing incidents.

During the June 18 meeting, the South Burnett Regional Council voted to close libraries and customer service centres across the region at 4pm on Wednesdays from July 1, 2025.

A statement released by the council said while the majority of calls and in-person interactions with customers were respectful and “amiable”, but staff had experienced an increase in situations where customers became “aggressive, threaten staff or council assets, or threaten self-harm”.

The council has existing internal processes in place for handling such occurrences, which include reporting any violent threats to police.

After consulting with Workplace Health and Safety, the South Burnett council decided to close libraries and customer service centres early during the quieter afternoon period on a day when the most part-time staff are rostered on. Photo: Andrew Hedgman.

However, according to the council meeting agenda, it has been difficult for customer-facing staff to find the opportunity to debrief and receive appropriate training to help manage these situations.

After consulting with Workplace Health and Safety, the council made the decision to close early during the quieter afternoon period on a day when the most part-time staff were rostered on.

“Closing on Wednesday afternoons will give officers the opportunity to come together as a team and undertake training, debrief incidents or discuss upcoming matters or events,” the agenda read.

The council will continue to review opening hours, including lunch periods, for customer service centres and libraries which will be presented at the July council meeting.