Workplace violence and harassment: How employers can safeguard young workers

June 26, 2026

Jessica Bowes

A young worker with an angry customer.

WSPS Health and Safety Consultant Leah Stus has seen all types of verbal abuse hurled at new and young workers in situations they had no control over. She gives these examples: baristas confronted by customers angry over mobile orders taking too long during peak rushes; new restaurant servers mocked or sworn at when kitchen mistakes delay meals; front desk gym attendants blamed for equipment outages or maintenance closures; and retail workers blasted for out of stock items during the holidays.

“Customers and the public often perceive young workers as easy targets for bullying, harassment and violence, because they are inexperienced, less assertive, and lack confidence,” notes Leah. “When employers fail to train young workers on how to deal with conflict situations, this perception is reinforced, and young workers are left even more vulnerable.

Young workers in customer-facing roles at risk

Studies show that young workers in retail, food service, and hospitality are particularly at risk of verbal abuse, sexual abuse and physical violence.

These sectors, which often employ younger workers, report high exposure to verbal abuse, threats, and physical aggression from clients or customers. “Violence can erupt as a result of unchecked escalation of harassment in these environments or as a result of other risks, like robbery,” notes Leah.

Young workers exposed to harassment and violence by customers or the public face significant psychological and emotional impacts, including anxiety, depression, decreased self-esteem, and sleep disturbances. Their work is also affected. “They can be so traumatized by an incident that they are afraid to go to work the next day and call in sick. They may even quit their job.”

To protect these young workers (and all workers at risk) from harm, employers must implement programs, procedures and training as set out in the Violence and Harassment provisions (Part III.0.1) of the Occupational Health and Safety Act (OHSA). “Your program and training must address risks specific to new and young workers who interact with customers and the public,” says Leah. This applies to part-time and temporary workers as well, notes Leah.

Failure to implement violence and harassment programs and provide training can expose workers to unnecessary risks and result in significant fines for companies. In a recent court case, the owners of a bar in Toronto were fined $55,000 for failing to develop, maintain and implement a violence and harassment policy after a worker was harassed and then assaulted twice by a customer.

How to tailor your program for young workers at risk

Employers in Ontario must take proactive, multi-layered steps to protect all workers from violence and harassment. Leah recommends ensuring that the needs and risks of young workers are addressed at each of these steps.

conduct a thorough workplace violence risk assessment. Specifically consider the potential violence posed by customer confrontations or interacting with the public.
develop and implement a written workplace violence and harassment policy and program. Review at least annually in consultation with your joint health and safety committee (JHSC) or health and safety representative. Include risks posed by customers and the public to young workers in front-line positions.
provide targeted information and instruction to workers, including how to de-escalate volatile situations, get help, and report incidents. “Be sure to provide de-escalation training to part-time and seasonal young workers as well. All workers are protected under the OHSA,” notes Leah.
ensure supervisors are also trained in de-escalation and are able to provide appropriate support to workers. Make sure supervisors remain visible and accessible during customer interactions. Supervisors should also debrief young workers after an incident and connect them with appropriate mental health resources if needed.

How WSPS can help

Connect with a consultant for help developing your workplace violence & harassment policies and programs and conducting a workplace violence assessment.

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