Victoria has introduced major reforms aimed at reducing violence and abuse directed at front-line staff, with new offences covering workers in public transport, taxis, rideshare and delivery services.
The Crimes Amendment (Retail, Fast Food, Hospitality and Transport Worker Harm) Bill 2025 introduces tougher penalties for individuals who threaten, intimidate, or assault transport workers while on the job.
The new laws arrive amid growing concern about the rise in aggression across passenger-facing industries. Assaults on bus and transport staff have been a persistent issue, with national surveys showing more than half of gig-economy transport workers reporting threatening or abusive behaviour. These concerns have been echoed by drivers across Victoria, who continue to face verbal abuse, physical threats and confrontations while performing essential work.
The Bill creates a new indictable offence for assaulting or threatening a worker in a customer-facing transport role, carrying a maximum penalty of five years in prison. It also introduces lower-level summary offences for intimidation, abuse and behaviour such as profane or insulting language that causes a worker to feel threatened.
Police will have a broader range of tools to respond proportionately to incidents, allowing faster action when staff safety is compromised.
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Victorian Premier Jacinta Allan says the reforms are designed to draw a clear line on unacceptable behaviour.
“There is a difference between the customer from hell and the customer who harms. Retail workers know it, and these laws nail it,” Allan says.
In a separate statement, she emphasises the importance of protecting front-line workers, including those in transport who drive thousands of Victorians each day.
“I worked at a supermarket, and I know what it was like. We stand with workers to say it should never be a part of your job, and you’ll be protected,” Allan says.
Attorney-General Sonya Kilkenny says the changes respond directly to concerns raised by workers and unions across the state.
“We’ve listened to workers, industry and unions, and these reforms respond directly to their concerns about rising abuse and violence in workplaces across Victoria,” Kilkenny says.
Transport employees are explicitly covered, including bus drivers, tram operators, taxi and rideshare drivers, depot staff, delivery riders and contractors such as cleaners or security officers. Workers are protected not only while operating vehicles or serving passengers but also when arriving, leaving, taking breaks or performing duties connected to their role.
Member for South-Eastern Metropolitan Michael Galea says the reforms reaffirm the right of all transport workers to a safe workplace.
“Every Victorian deserves to feel safe at work. That includes people serving customers, driving trams and buses, or working in restaurants and shops,” Galea says.
The legislation also paves the way for Workplace Protection Orders, which will enable authorities to ban violent individuals from entire workplaces. While this model is still being finalised, it is expected to provide operators with new options for addressing repeat offenders who jeopardise staff safety.
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