End-user consultation is vital during change management when implementing design or process changes in safety critical work environments. Discussions with field crews indicated that design, construction and process changes are frequently implemented without adequate consultation with field crews to confirm understanding and compatibility with other operational requirements. Further, suggestions from the field were reported to rarely be considered as part of the continuous improvement process, note a consultation register is generally not considered adequate for end user consultation. During the pole change site visit various examples were provided of suggested changes for which no response is provided from the business to support the change or provide a reason why the change is not appropriate. This further erodes the trust within the organisation. This is especially the case where field crews are required to introduce work arounds to complete the work, where drawings are not workable to compatibility with other requirements. Where this is required, and an incident occurs, is appear the accountability is placed with the field crew rather than the layers of the organisation which failed to undertake adequate end user consultation or different departments producing incompatible operational or safety requirements.

End user consultation drives continuous improvement for operational performance and safety and should be an active process. It helps to create compatibility for requirements from various departments which often are not considered together until they are actively applied in the field (for example design drawings, construction drawings, testing commissioning forms).

There are also legislative requirements to be met regarding end user consultation and change. These include:

• WHS Act – s 48(1):
  • Consultation is required when:
    • Identifying hazards and assessing risks
    • Making decisions about ways to eliminate or minimise safety risks
    • Making decisions about the adequacy of facilities for the welfare of workers proposing changes that may affect the health and safety of workers
  • Relevant information about the change is to be shared with the workers and the worker be given a reasonable opportunity to express their views and contribute to the decision-making process (i.e. consultation before the decision is made).
• Schedule 2.3 of the Fair Work Regulations
  • Where you make a definite decision to introduce a major change to production, program, organisation, structure or technology in relation to its enterprise that is likely to have a significant effect on employees, the term must require:
    • Notify the relevant employees of the decision to introduce the major change;
    • As soon as practicable after making the decision, discuss with the relevant employees – the introduction of the change, the effect the change is likely to have on the employees, and the measures the employer is taking to avert or mitigate the adverse effect of the change on the employees;
    • Provide in writing to the relevant employees; and
    • Give prompt and genuine consideration to matters raised about the major change by the relevant employees.