A multi-level shopping centre is open every day to the public from 09:00–21:00. During an external audit of the centre to ISO 45001, you establish that there are 120 retail outlets. There are eight escalators to all levels and four sets of elevators. When asked about safety performance improvement objectives, the Centre Manager says that there are plans to reduce the number of reported incidents and complaints.

You: I note from the incident log that reported incidents have increased in the past year. Why is this?

Centre Manager: The number of shoppers coming into the centre has increased by about 10 per cent in the last year. More people around means that more things will happen.

You: What actions have been taken to deal with this increase?

Centre Manager: We conducted awareness training for staff. For example, making sure that any hazardous areas are well signed.

You: I see that the escalators account for a number of accidents. Have you taken any actions to try and reduce this?

Centre Manager: Most of these accidents are caused by people failing to take care at the ends. So, the answer is no, it is difficult to do anything about that.

You: How do you monitor safety in the centre?

Centre Manager: We train our staff to be alert to potential safety problems when walking around the centre. We empower them to take whatever action is necessary.

Which four actions should you take to investigate the situation further?