How to Handle a Staff Member Who Is Consistently Late

A staff member who is five minutes late once is not a problem. A staff member who is consistently late is. In a service station environment, where shift handovers are time sensitive and the site may be running on minimal staffing, repeated lateness creates a ripple effect. The previous shift cannot leave, customer service drops, and the rest of the team starts to feel like the rules do not apply equally. Left unaddressed, it becomes a culture issue, not just an individual one.

The first step is to confirm that there is actually a pattern. Check your records and note the dates and times the employee has been late over the past few weeks or months. Before having a conversation, you need to be confident that this is a genuine recurring issue rather than a couple of one off incidents that felt more frequent than they were. Having specific dates and times removes any ambiguity and sets the conversation up on solid ground.

Start with an informal conversation. Pull the employee aside privately and raise the issue directly but without aggression. Explain what you have observed, refer to the specific instances, and ask if there is a reason for the pattern. There may be a legitimate explanation, such as a change in transport, childcare arrangements or a personal issue that could be accommodated with a minor roster adjustment. If that is the case, it is worth exploring whether a solution exists that works for both parties.

If there is no reasonable explanation, or if the issue continues after the conversation, it needs to be formalised. Put your concerns in writing, clearly outlining the expected start times, the pattern of lateness, the impact on the business, and what you expect going forward. This does not need to be aggressive or legalistic. A straightforward letter or email that sets clear expectations and gives the employee a fair opportunity to improve is the right approach.

Be consistent in how you apply the standard. If one employee is regularly late and nothing happens, but another is pulled up for it, you create a fairness problem that can undermine the whole team. The same expectation should apply to everyone, regardless of how long they have been with you or how good they are in other areas of their role. Consistency protects both the culture and your legal position.

If the problem persists despite informal and formal conversations, you may need to escalate to a formal warning process. Make sure you follow a fair and documented procedure, and be clear about the consequences if the behaviour does not change. Under the Fair Work Act, you are entitled to expect that employees attend work at the agreed time, but any disciplinary action must be proportionate and procedurally fair.

ServoPro members have free access to our HR Help Desk, where you can talk through situations like this and get advice on the best approach for your circumstances. Whether you are unsure how to start the conversation or need guidance on the formal process, the HR Help Desk is there to support you.

Most lateness issues can be resolved with a direct conversation and clear expectations. The key is not to let it drift. The longer it goes unaddressed, the harder it becomes to fix, and the greater the impact on the rest of your team.