The Australian retail landscape is changing, not just in the way we shop but also in the way stores are ensuring the safety of their staff.

In a move that reflects the growing concern over workplace safety, some of Australia's retail giants—Bunnings, Coles, and Woolworths—have taken a firm stance against the alarming rise in violent customer incidents.

These retailers have responded by equipping their staff with body-worn cameras to protect employees from the surge of aggressive behaviour they face.

This initiative comes after a series of troubling events that have highlighted the need for increased security measures within the retail sector.

Major supermarkets provide their staff with body-worn cameras amid the rise of violent customer incidents. Credit: John Gomez / Shutterstock

Bunnings has been at the forefront of this initiative. After facing criticism for breaching privacy laws by using facial recognition technology, Bunnings has shifted its focus to 'team safety cameras' to deter and document instances of customer aggression.

The company began trialling these cameras in 2022, and the move has since been justified by the release of compilation footage showing staff members being threatened with weapons and physically attacked.

This footage spanned incidents across Australia and New Zealand.

Similarly, Coles has confirmed that it has equipped employees in certain stores with body cameras as of September, in response to a spike in theft and customer abuse.

‘It's important to note that the majority of customers do the right thing in store. Measures like this are for the ones who don't,’ a Coles spokesperson said.

‘The safety of our team members and customers is our top priority, and we have a range of security measures in place to reduce theft from our stores including security personnel and surveillance technologies such as CCTV.’

Coles clarified that it does not use facial recognition technology.

According to the spokesperson, staff members have the option to activate body cameras if they feel unsafe.

‘They can easily request emergency assistance in the event of an emergency or threatening situation,’ the spokesperson said.

‘Every effort will be made to inform the customer that they are turning it on for safety.’

‘The body-worn cameras have been well received by team members, who feel that the technology benefits them if faced with a threatening situation.’

Woolworths, another supermarket heavyweight, initiated a staff body camera trial in 2021 to address incidents of physical and sexual assault.

‘Team safety cameras have been introduced across a number of our stores around the country,’ the Woolworths spokesperson said.

‘We're always looking at different methods to ensure the safety of our team and customers.’

Woolworths also doesn’t use facial recognition technology in its stores.

With around 700,000 retail crime events reported in the 12 months ending in April 2024, the urgency for action is clear.

Queensland has taken legislative steps to enforce stronger penalties for violent customers, including those in the retail sector.

However, the Australian Retailers Association (ARA) is advocating for more to be done at a national level, with Chief Executive Paul Zahra calling for harsher penalties for violence in retail-specific work settings.

‘We want to see harsher penalties for people committing violence in retail-specific work settings,’ Zahra said.

‘No one should go to work fearing for their safety, but unfortunately, this is the reality for many retail workers.’

Key Takeaways

• Bunnings, Coles, and Woolworths have introduced staff-worn body cameras in reaction to an increase in violent incidents involving customers.
• Bunnings has released CCTV footage displaying confrontations between staff and customers after being criticised for using facial recognition technology.
• Coles began deploying body-worn cameras in September to tackle theft and customer abuse, affirming that staff safety is a priority.
• Woolworths confirmed the use of body cameras in some stores, and there is a national discussion about implementing tougher penalties for violence against retail workers.

Have you or someone you know encountered aggressive behaviour while shopping or working in retail? What are your views on staff using body-worn cameras? Let us know in the comments below!

 

[Jentour1]

No not all.

Not paranoid at all. But I certainly do understand the target group and have extensive experience working with people who are aggressive and violent I also understanding how body cameras in a supermarket or shop will absolutely be a trigger to escalate a persons response who displays an inability to regulate their emotions and response, I also acknowledge for the majority of shoppers is won’t make an iota of difference. Ok here’s a hypothetical a parent with young children who has fled a perpetrator and finds themselves confronted by a shop assistant wearing a body camera speaking to them for suspected shop lifting with footage or an image of the person being posted on social media. Unknowingly in the image or footage is a sign or something that identifies the exact location the perpetrator then knows a great starting place to track down the victim. the possible ramifications of body camera in a setting such as this are far more than just this hypothesis. are these risks justified. Do the statistics of reported and proven incidents of serious abuse or harm to shop assistants evidence an absolute need. Check for yourself and draw your own conclusions you may be surprised by the statistical data Especially if you take a percentage of incidents verses the total number of consumers shopping.

 

[Viellarde]

Issue, they are not at any higher risk than any other person who deals with public. They are certainly not trained to respond to a person in crisis and should call for someone who is immediately the same if they feel unsafe. What’s a body camera going to do that the store security cameras can’t if one is assuming the recoding will be used after the fact if an incident arises it’s the voice recording necessary to identify a assailant Or make them think twice. If a person is unable to control their emotional regulation no camera will help chances are the camera will escalate the situation. Let’s face facts the majority of consumers show and treat all others including shop assistants with respect. Yet all consumers are seen and treated as a threat. Keeping telling people something long enough it is believed as true regardless of statistical fact.

Did you miss the bit about being able to use the device to call for emergency assistance?

 

[deni67]

Not paranoid at all. But I certainly do understand the target group and have extensive experience working with people who are aggressive and violent I also understanding how body cameras in a supermarket or shop will absolutely be a trigger to escalate a persons response who displays an inability to regulate their emotions and response, I also acknowledge for the majority of shoppers is won’t make an iota of difference. Ok here’s a hypothetical a parent with young children who has fled a perpetrator and finds themselves confronted by a shop assistant wearing a body camera speaking to them for suspected shop lifting with footage or an image of the person being posted on social media. Unknowingly in the image or footage is a sign or something that identifies the exact location the perpetrator then knows a great starting place to track down the victim. the possible ramifications of body camera in a setting such as this are far more than just this hypothesis. are these risks justified. Do the statistics of reported and proven incidents of serious abuse or harm to shop assistants evidence an absolute need. Check for yourself and draw your own conclusions you may be surprised by the statistical data Especially if you take a percentage of incidents verses the total number of consumers shopping.

Did you also miss the bit about the shop assistant cameras would never make it to social media, the footage is the property of the store, not for the shop assistants amusement.
Unless the footage is needed it's deleted in seconds, not saved!