How to handle employee No-Shows
Respond effectively when employees dont show up for shifts—manage coverage, document properly, and follow a fair process that protects your business.
Written by
Georgia Morgan
General information only – not legal advice
This guide provides general information about managing employee no-shows. It does not constitute legal, HR, or professional advice and should not be relied on as a substitute for advice specific to your business, workforce, or circumstances.
Absence policy essentials
A clear absence notification policy helps prevent no-shows and gives you a framework for responding when they occur.
Notification procedure
Who to contact, when (e.g., 1 hour before shift), and how (call, not text)
Evidence requirements
When a medical certificate or statutory declaration is required
Consequences
Progressive discipline steps for repeated unauthorised absences
Emergency contact
Alternative contacts if the primary manager is unavailable
Return to work process
Steps for returning after an absence, including any required documentation
Step-by-Step response guide
Follow these steps when an employee doesnt show up for their shift
Attempt immediate contact
When an employee doesnt show up for their shift, try to reach them right away.
Key actions:
- Call the employee on their primary contact number
- If no answer, try secondary or emergency contacts
- Send a text message asking them to call back
- Document each contact attempt with time stamps
Manage immediate coverage
Address the staffing gap while you work to contact the missing employee.
Key actions:
- Check who is available from your casual pool
- Offer the shift to other team members
- Adjust remaining staff duties if needed
- Consider splitting the shift between employees
Record the incident
Document the no-show formally in your records.
Key actions:
- Note the date, shift time, and employee name
- Record all contact attempts and responses
- Document impact on operations
- Keep records for at least 7 years
Follow up when contact is made
Once you reach the employee, understand the reason and respond appropriately.
Key actions:
- Listen to their explanation with an open mind
- Consider whether medical or personal circumstances apply
- Request evidence if appropriate (e.g., medical certificate)
- Explain the impact their absence had on the team
Apply your policy consistently
Take action in accordance with your absence policy and the circumstances.
Key actions:
- First incident: Usually informal discussion and reminder
- Repeated incidents: Formal warning may be appropriate
- Always consider individual circumstances
- Treat mental health concerns seriously
Address root causes
Look for patterns and take steps to prevent future no-shows.
Key actions:
- Review if certain shifts have more absences
- Check if specific employees have recurring issues
- Consider roster preferences and availability
- Address any workplace factors contributing to absences
Response guide by scenario
| Scenario | Appropriate Response | Documentation |
|---|---|---|
| First-time no-show with valid reason | Informal discussion, remind of notification procedure, no disciplinary action | Note in personnel file for reference |
| First-time no-show without valid reason | Formal discussion about expectations, written reminder of policy | Written record of discussion |
| Second no-show within 12 months | First written warning, clear expectations set | Formal warning letter in personnel file |
| Third no-show or pattern emerging | Final warning, performance improvement discussion | Final warning with clear consequences stated |
| Employee cannot be contacted for 3+ days | Send formal letter requiring contact, consider job abandonment process | All contact attempts, registered letter sent |
Legal considerations
Before taking any disciplinary action, consider these legal requirements:
Common mistakes to avoid
Immediate termination for first no-show
Unfair dismissal claim, compensation payable
Follow progressive discipline process
Not documenting contact attempts
Cannot prove you followed fair process
Record every attempt with date, time, and method
Treating all no-shows the same
May overlook legitimate reasons, legal risk
Assess each situation individually, consider circumstances
No clear absence policy
Inconsistent responses, staff confusion, legal exposure
Implement written policy and communicate to all staff
Frequently asked questions
- First, attempt to contact the employee by phone, text, and emergency contacts. Document each attempt. Simultaneously, arrange coverage for the shift—check your casual pool, offer the shift to other team members, or redistribute duties. Once you make contact with the employee, listen to their explanation before deciding on next steps. Keep written records of everything.
- Dismissal for a single no-show is rarely appropriate and could lead to an unfair dismissal claim. The Fair Work Act requires a valid reason and fair process. For most situations, follow progressive discipline: informal discussion for first offence, written warning for repeated issues, and only consider termination after multiple incidents with proper warnings. Always give the employee an opportunity to explain and respond before taking disciplinary action.
- If you cannot contact an employee for several days despite genuine attempts, document all contact efforts and send a formal letter (registered post or hand-delivered) requiring them to make contact within a specified timeframe (e.g., 48-72 hours). If there is still no response, you may be able to treat this as job abandonment. However, proceed carefully—the employee may have a valid reason (hospitalisation, family emergency) and you should exhaust all reasonable attempts to contact them first.
Regulatory sources
Official resources for managing employee absences:
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Related guides
More resources for managing attendance and scheduling.
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