The Reject Shop and National Workforce: A Safer Way Forward

The Reject Shop (TRS), one of Australia’s leading discount retailers, operates large-scale distribution centres to support its national store network. With more than 30,000 square metres of warehouse space in Brisbane alone and over 100 staff working around the clock during peak periods, safety is both a cultural and operational priority. In 2021, National Workforce became TRS’s primary labour partner, tasked not only with supporting recruitment at scale but also improving workplace safety outcomes.

The challenge

When National Workforce first came on board, TRS was focused on growing its safety culture, with a focus on minimising manual handling-related injuries. Due to the fast-paced nature of the business and the rise in headcount during peak periods, TRS identified that the risk of incidents and injuries increased. As a result, they were committed to finding a labour hire company that could provide well-trained staff who understood the importance of safety.

John Bacon, Senior Vice President – Supply Chain at TRS, explains:

“Everyone deserves the right to do their shift and go home safely. We’ve always had a safe environment, but National Workforce helped us tune it better and the outcomes speak for themselves.”

The solution

National Workforce partnered with TRS to improve workplace safety in warehouse operations, combining practical training initiatives with labour hire recruitment processes designed for safety-first outcomes.

Immediate care and faster recovery
The National Workforce team ensure work-related medical appointments are attended and drive injured team members to a GP within 30 minutes when needed. This hands-on support helps people get back to work sooner through suitable duties and prevents minor issues from escalating.

As John notes:

“Getting someone in front of a GP quickly makes a huge difference to return-to-work and avoids escalation.”

Better recruitment and onboarding
Recognising that not everyone is suited to warehouse work, National Workforce introduced pre-employment range-of-motion checks and clearer role previews. Candidates now arrive with:

• a clear understanding of physical demands
• early exposure to safety culture
• greater engagement from day one.

The result? Higher candidate quality, lower turnover and stronger workforce retention.

John shares, “Not everyone is meant to work in a warehouse. We’re now getting a better standard of candidate and they understand the safety culture from the first conversation.”

Practical training and engagement
National Workforce’s safety specialists rolled out manual handling programs, refreshed warm-up routines with a qualified Personal Trainer, and introduced monthly toolbox sessions linked to incident trends. By embedding these practices onsite, TRS gained consistent safety reinforcement that would not have been possible without a dedicated partner.

Alana Chant, State Manager QLD at National Workforce, says:

“Our manual handling program and toolbox talks have made a real difference. We focus on practical demonstrations, stretches and reinforcing safety messages in line with incident trends.”

Christine Taurino, HSEQ & Workplace Relations Manager at National Workforce, adds, “Having a dedicated safety presence onsite ensures we can address risks quickly and give every new starter a consistent induction experience.”

Motivational safety speakers
TRS invited motivational speakers, including injured workers and WorkSafe representatives, to share real-life stories. These sessions moved safety from “rules and compliance” to protecting lives and families, sparking stronger peer-to-peer accountability.

Dedicated safety leadership
Appointing a Safety Business Partner in Queensland gave TRS a direct point of contact for training, investigations and incident follow-up. At the same time, TRS strengthened its own leadership by appointing Paul Murphy, an experienced internal safety manager, to drive stronger hazard control and risk management onsite. All incidents are investigated within 48 hours, with corrective actions tracked by both parties.

John sums up the relationship simply:

“The working relationship is exemplary. National Workforce is our primary labour provider. We don’t split the work to create competition – we’re happy with Jacqui and the entire National Workforce team.”

The outcome

The results have been substantial. Between May 2024 and May 2025:

• TRIFR dropped from 148.88 to 46.20 – a 69% reduction in recordable injuries.
• LTIFR dropped from 18.61 to 0 – a 100% reduction in lost time injuries.

John reflects:

“For us, it means fewer disruptions, quicker returns to work and more people available to perform at their best.”

For employees, it also means peace of mind that safety is taken seriously and that their wellbeing comes first.

Looking ahead

TRS and National Workforce continue to refine safety practices, focusing on high-risk areas within the warehouse. With over-indexed risks identified, new standard operating procedures are being developed to minimise exposure while maintaining productivity. As John notes, zero risk isn’t possible in a warehouse of this size, but continuous improvement ensures safety stays at the heart of operations.

Ready to get started?

At National Workforce, we believe safe and productive teams go hand in hand. Whether you need large-scale labour hire or tailored safety support, our team is here to help.

Reach out today to learn how we can strengthen your workforce, protect your people and deliver results that matter.