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300-BXB-01-IGDO © 2025, Workplace Safety & Prevention Services (WSPS)
1 877 494 WSPS (9777) | 905 614 1400 | www.wsps.ca
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Developing Workplace Violence and Harassment Policies and Programs: A Toolbox
Overview and Context for Action
Measures and Yes No N/A Examples of Controls Existing Controls Recommended Controls
Procedures
(identify person(s) responsible
and expected completion
dates, if possible)
TG10. Do you have
procedures for
workers to follow
when dealing with
aggressive or violent
clients or others?
TG11. Are
passengers and
clients notified of the
vehicleʼs
schedule (including
arrival time)?
TG12. Do you have a
procedure regarding
the correct response
to fare disputes?
TG13. Are there other
measures or
procedures needed to
protect workers from
the risks of
transporting people or
goods?
Develop and implement
procedures, which could
include:
• recommended actions and
responses
• when to call for assistance or
go to a safe area
All transportation sectors:
• Early notification can relieve
passenger-client aggression
caused by fear of missing a
bus, streetcar, subway, or taxi,
or the late arrival of goods.
• If delays are expected, drivers
should immediately notify
passengers or clients (by
announcement, on an
electronic sign, or over the
phone).
Public transportation:
• Post schedules to make it
easy for public to view (e.g.,
at stations, at each stop,
online)
Truck drivers (transporting
goods):
• Notify client of the arrival day
and time in advance, either by
phone, letter, or email.
• Call close to scheduled
delivery time to notify client of
delays, if necessary.
Taxi:
• Dispatcher should notify client
of the anticipated arrival time
and expected delays, if any.
Procedures should:
• clearly define when the driver
should withdraw from the
dispute (workers must not to
put themselves in danger for
the collection of the correct
fare – do not leave the nature
of the response to the
individual driverʼs discretion)
• rule out any negative
consequences for failure to
collect the correct fare
Measures and procedures
will depend on the specific
workplace.
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