The rise of self-service checkouts in supermarkets across Australia has been met with mixed reactions. While some customers appreciate the convenience and speed, others feel they're getting less service for their money.

A recent incident at a Coles supermarket has sparked a heated debate about the 'correct' way to use these checkouts, and the company's response may surprise you.


A Western Australian shopper recently took to social media to vent her frustration after a Coles staff member allegedly reprimanded her for scanning her groceries 'incorrectly'.

The customer, who had only six items in her trolley, chose to use the handheld scanner instead of unloading her items onto the conveyor belt. However, she was told that this method was 'not allowed'.


'The Coles staff member standing there told me I must place all items on the conveyor belt. I said “nah this way is easier than getting them out and putting them back”,' the disgruntled shopper explained.

'[The employee] said it's not allowed because then “we can't watch you properly”.'

The customer argued that with such a small number of items, it made no sense to unload them from her trolley. She also pointed out that Coles could check receipts to ensure she wasn't stealing, regardless of how she used the scanners.

'They want us to scan our own stuff but also want to tell me how to do it? Yeah, nah Coles,' she said.


Many people criticised the apparent directive and expressed concern about the increasing security measures at Coles' self-serve checkout areas.

However, Coles has since clarified that the way customers scan their groceries is entirely up to 'personal preference'.

The supermarket company did not endorse the action of the worker, saying shoppers were free to scan their buys in any way they prefer.

'Ultimately, there is no right or wrong way to use self-checkouts—it all comes down to personal preference,' a Coles spokesperson said.


Coles also explained that some self-service checkouts now have handheld scanners designed to make it easier to scan heavy items.

'Customers are more than welcome to use this for all their shopping if they prefer,' the spokesperson confirmed.

The Evolution of Self-Service Checkouts in Australia

Self-service checkouts have become a common sight in Australian supermarkets over the past decade. Introduced as a way to speed up the checkout process and reduce labour costs, these machines allow customers to scan, bag, and pay for their items without the assistance of a cashier.

However, as mentioned earlier, the introduction of self-service checkouts has not been without controversy. Some customers have complained about the impersonal nature of the machines, while others have raised concerns about job losses in the retail sector.


While supermarket giants see self-service checkouts as an efficient way to speed up customers’ shopping experience, major retailers from other countries are starting to ditch the machines.

In November, British supermarket Booths announced it was rolling back self-checkouts in stores citing negative feedback from customers.

Still, if the words of Australian supermarket representatives are anything to go by, it seems like a similar move by retailers Down Under is a long way off.

Coles and Woolworths, in particular, have insisted that demand for self-checkouts in their customer base has been strong, particularly due to the convenience and speed that the service offers.

That said, while the matter remains a hot issue in the Australian retail landscape, remember that you're free to scan your items in the way that suits you best. Whether you prefer to use a conveyor belt or a handheld scanner, the choice is yours.


What's your take on this issue, members? Do you prefer using self-service checkouts, or do you miss the personal touch of a cashier? Share your thoughts in the comments below.