Do I need a licence to work as a security officer in Australia?

Yes. Each state and territory issues its own security licences and sets the training, such as the Certificate II in Security Operations (CPP20218) in Queensland. This course is background knowledge only and does not replace that training.

It is a listening method from NSW Health: Listen, Offer reflective comments, Wait, Look, Incline your head, Nod and Express empathy.

What if de-escalation does not work?

Put safety first. Move to a safe place, call co-workers or use a duress alarm, contact police if the behaviour turns physical or threatening, and call 000 if anyone is in immediate danger.

Where can I get support after a violent incident?

Talk to your supervisor and use your employer's support, such as an Employee Assistance Program. You can also call Lifeline on 13 11 14 or Beyond Blue on 1300 224 636.

Is the certificate accredited or officially recognised?

No. It is a private certificate of completion for knowledge only. It is not recognised, accredited or approved by any government, licensing body, regulator or educational institution, and it does not replace any licence, certification or training required by law.

De-escalation Course (Australia) 2026

Question 1 of 25

How does Safe Work Australia describe workplace violence and aggression?

Rude comments made to staff outside working hours
Any argument between two co-workers on a shift
Only physical attacks that cause a serious injury to staff
Being abused, threatened or assaulted while working

Show answer

Answer: D. Being abused, threatened or assaulted while working

Safe Work Australia describes it as incidents where a person is abused, threatened or assaulted at the workplace or while they are working.

Question 2 of 25

A customer keeps yelling and calling a guard names every night. What does Safe Work Australia say about this kind of behaviour?

It is harmless if nobody is touched
It can harm mental health and can escalate
It is part of the job and should be ignored
It is only a problem if it is recorded

Show answer

Answer: B. It can harm mental health and can escalate

Swearing, yelling, name-calling and taunting can harm mental health over time and can escalate, so they should be reported and managed.

Question 3 of 25

Under the model WHS laws, who must manage the risk of workplace violence and aggression?

The PCBU (the business or undertaking)
The local council for the area
Only the police in that state or territory
Each customer who visits the workplace

Show answer

Answer: A. The PCBU (the business or undertaking)

PCBUs must manage the health and safety risks of workplace violence and aggression, including from customers and clients.

Question 4 of 25

What is one duty that workers have under WHS laws?

Investigate every assault on their own
Work alone whenever a manager asks them to
Restrain any customer who becomes aggressive
Follow reasonable instructions and policies

Show answer

Answer: D. Follow reasonable instructions and policies

Workers must take reasonable care for their own and others' safety and follow reasonable instructions and policies for preventing and responding to violence.

Question 5 of 25

A worker stops a task because a person has threatened to assault them. What must the worker do next?

Tell the employer as soon as possible
Leave the job and never return
Ask the person to sign a statement
Wait until the end of the shift to say anything

Show answer

Answer: A. Tell the employer as soon as possible

Workers may stop unsafe work if there is a serious risk from an immediate or imminent hazard, but they must tell the employer as soon as possible and be available for other suitable work.

Question 6 of 25

What does NT WorkSafe say about de-escalation training as a way to control the risk of violence?

It is only needed for managers and supervisors
It replaces the need for alarms and lighting
It should not be the main way to control it
It is the only control a business needs

Show answer

Answer: C. It should not be the main way to control it

NT WorkSafe says training should not be viewed as the main way to control the risk; it works with physical controls such as alarms and a safe retreat.

Question 7 of 25

Which level of government issues security licences in Australia?

Safe Work Australia in Canberra
Each state and territory
The federal Attorney-General's Department
The Australian Federal Police

Show answer

Answer: B. Each state and territory

Security licences are issued by each state and territory. In Victoria, for example, Victoria Police's Licensing and Regulation Division regulates the industry.

Question 8 of 25

According to NSW Health, what may a person's anger be a sign of?

That they have broken the law
That they want to fight
That they are being dishonest
That they are in distress

Show answer

Answer: D. That they are in distress

NSW Health notes that anger may be a sign that the person is in distress, often with fear or frustration underneath.

Question 9 of 25

Which set of behaviours is listed as an indicator that violence may be close?

Asking for the manager's name
Clenched fists and pacing
Sitting still and speaking softly
Smiling and making small talk

Show answer

Answer: B. Clenched fists and pacing

Victoria's Child Protection Manual lists clenched fists or teeth, rapid breathing, pacing and violent gestures among the indicators of imminent violence.

Question 10 of 25

A patron points at you, swears constantly and switches quickly from laughing to shouting. What do these signs suggest?

Violence may be close
The patron is joking
The patron is relaxed
The patron wants to leave

Show answer

Answer: A. Violence may be close

Violent gestures such as pointing, excessive swearing and rapid mood swings are listed as indicators of imminent violence.

Question 11 of 25

A person sends a guard abusive messages online. What does Safe Work Australia suggest the guard keep?

Nothing, as online abuse does not count
A screenshot of the messages
Only a note written from memory
A reply sent back to the person

Show answer

Answer: B. A screenshot of the messages

Safe Work Australia's information for workers says to keep a record of what happened, including a screenshot if the behaviour happens online.

Question 12 of 25

A person is enraged about being refused entry. What should you do before trying to solve the problem?

Help the person calm down first
Explain the entry rules in detail
Tell them they are being unreasonable
Ask for their ID straight away

Show answer

Answer: A. Help the person calm down first

NSW Health says it is not possible to reason or problem-solve with someone who is enraged. Calm the person first, then deal with the issue.

Question 13 of 25

In the LOWLINE approach, what does the first L stand for?

Leave
Listen
Lead
Locate

Show answer

Answer: B. Listen

LOWLINE starts with Listen: listen to what the issue is and the person's concerns.

Question 14 of 25

Why do you offer reflective comments when someone is upset?

To show you have heard their concerns
To bring the conversation to an end sooner
To fill any silence as quickly as you can
To prove to them that they are wrong

Show answer

Answer: A. To show you have heard their concerns

In LOWLINE, the O means offering reflective comments to show you have heard what the person's concerns are.

Question 15 of 25

In LOWLINE, what does the W (wait) step mean?

Wait for the police before speaking to them
Wait at a safe distance until your shift is over
Wait for the person to apologise to you first
Wait for the person to let out their frustration

Show answer

Answer: D. Wait for the person to let out their frustration

W means waiting until the person has released their frustration and explained how they feel.

Question 16 of 25

Which statement is a good way to acknowledge a person's distress?

"Calm down right now, please."
"That's not my problem, sorry."
"I can see you're upset."
"You're overreacting to this."

Show answer

Answer: C. "I can see you're upset."

NSW Health suggests acknowledging distress with a simple statement such as "I can see you're upset" and then asking a gentle question.

Question 17 of 25

Why should you keep your questions simple when a person is upset?

Upset people may not follow complicated statements
It makes your incident report a lot shorter
Simple questions sound more official and formal
Long questions are against the venue's house rules

Show answer

Answer: A. Upset people may not follow complicated statements

NSW Health notes that people who are upset often cannot follow complicated statements, so short, simple questions work better.

Question 18 of 25

An upset person is getting more agitated in a busy foyer. What is a helpful option?

Ask them to repeat their story more loudly
Tell them to go to the back of the queue again
Gather a group of staff in a circle around them
Offer to talk somewhere else, like outside

Show answer

Answer: D. Offer to talk somewhere else, like outside

Offering a change of setting, such as talking outside, can help an upset person settle.

Question 19 of 25

After listening without interrupting, why should you sum up what the person said in your own words?

To show that you know more than them
To bring the talk to an end
To correct the way they speak
To check you have understood

Show answer

Answer: D. To check you have understood

Summarising in your own words checks that you have understood and shows the person you were listening.

Question 20 of 25

According to Safe Work Australia, when should a worker seek police help during an incident?

Whenever any person raises their voice at you
If it turns physical or a person threatens assault
Only after the shift has finished and staff are safe
Only if a manager agrees to it first

Show answer

Answer: B. If it turns physical or a person threatens assault

Seek police help if behaviour becomes physical or threatens physical assault, and call 000 if anyone is in immediate danger.

Question 21 of 25

During an armed hold-up, what does WA's code of practice advise?

Try to talk the person out of the robbery
Lock the doors to trap the person inside
Follow them outside to get their car's number plate
Give them what they want; do not follow them

Show answer

Answer: D. Give them what they want; do not follow them

WA's code says to give the person what they want, let them leave, do not follow them, and call 000.

Question 22 of 25

You feel your safety is at risk while speaking with an aggressive person. What may you do?

Hand the person your radio
Stay until your supervisor arrives
Remove yourself from the situation
Use force to end the conversation

Show answer

Answer: C. Remove yourself from the situation

NSW Health says you can leave if you feel unsafe, and WA's code says workers can remove themselves from serious and imminent risk without fear of being penalised.

Question 23 of 25

What does NT WorkSafe say about communication and alarm systems such as duress alarms?

They are only needed in banks and post offices
They replace the need for staff on site
They should be switched off at night to save power
They should be maintained and tested often

Show answer

Answer: D. They should be maintained and tested often

NT WorkSafe lists communication and alarm systems that are in place, regularly maintained and tested as a control for work-related violence.

Question 24 of 25

An aggressive incident has just ended. What is the first thing to do?

Write your incident report
Make sure everyone is safe
Review the security cameras
Post about it to warn others

Show answer

Answer: B. Make sure everyone is safe

Safe Work Australia and NT WorkSafe both list making sure everyone is safe as the first step after an incident, followed by first aid, support and reporting.

Question 25 of 25

When must the WHS regulator be notified about a violent incident?

Only if the media reports on the incident
When it causes a death or serious injury
Every time someone swears at a worker
Whenever a customer makes a complaint

Show answer

Answer: B. When it causes a death or serious injury

The regulator must be notified if an incident results in a death or serious injury, such as one needing immediate hospital treatment.

De-escalation Course (Australia) 2026

Quick answer

What you will learn

What to know before the test

Frequently asked questions

Sources

Related tests