Growing Customer Abuse This Christmas Prompts Union to Urge Respect

Shoppers move through the QVB shopping area in Sydney, Australia, on Nov. 8, 2021. Lisa Maree Williams/Getty Images

Angry customers abusing shop workers is a concerning trend, leading a retail union to ask for respect.

A survey revealed 87 percent of workers were verbally abused by a customer in the past year, with 76 percent facing regular abuse compared to 54 percent in 2021.

Shop, Distributive, and Allied Employees Association (SDA) National Secretary Gerard Dwyer said despite the seasonal stress, there was no justification for abusing workers.

“This Christmas season, make sure to stay calm and show kindness to workers and fellow shoppers,” he said, adding no one should fear abuse at work.

“Abuse only leaves workers feeling intimidated and cornered.”

More women (19 percent) than men (9 percent) experienced abuse, according to the SDA survey.

Almost one in four workers were violently abused or harassed based on their ethnicity, race, or cultural background.

Meanwhile, 17 percent experienced sexual incidents of customer abuse and violence, up from 10.65 percent in 2021. Additionally, 12.5 percent reported being victims of physical violence from customers, compared to 8 percent in 2021.

Repeat offenders also continue to be a significant problem for workers, with over half reporting that the same customer was abusive or violent on more than one occasion, up from 38.5 percent in 2021.

The survey of over 4,600 workers showed the most common health impacts from abuse were stress, anxiety, loss of self-esteem and confidence, burnout, and depression.

A female retail manager had three heart attacks in November 2022.

“I was 48. Doctors said it’s all to do with the increased stress from work. Customer abuse has risen significantly, and bad behaviour has increased, causing my health to suffer significantly,” she said.

50 Percent Increase in Abuse at Woolworths

Major supermarket Woolworths Group joined the call for respect this holiday season as team members report increasing levels of verbal abuse and physical aggression in stores.

Since July, about 420 incidents of abuse per month happened across Woolworths Supermarkets, Metro Stores, and BIG W, marking a 50 percent increase compared to the same time last year.

Woolworths Group CEO Brad Banducci said the frequent instore abuse was confronting.

“In the post-COVID-era, we’ve seen a significant rise in the number of people walking through our doors who act aggressively—and sometimes violently,” he said.

“In the past fortnight, we have had team members punched, spat on, and other recent incidents, including threats with a range of weapons from baseball bats and iron bars to knives.

“We are also seeing aggression and violence against our home delivery drivers, with one driver recently pulled from his truck at gunpoint.”

One retail assistant store manager reported a customer “stole scissors and stood at the end of the registers holding them at my team and myself, saying, ‘You should suffer for your white privilege’ while stabbing the air.”

Mr. Banducci said the “extremely worrying” abuse prompted the retail giant’s continued investment in safety for workers with help from the broader retail industry and government.

Last year, the South Australian government implemented a maximum penalty of five years in jail for basic assault against a retail worker, increasing to seven years if the assault causes harm.

Meanwhile, Woolworths spent over $40 million this fiscal year to enhance store safety, including CCTV upgrades, team safety cameras, headsets, and personal duress devices.

Funds were set aside to support teams, such as in-person resilience, de-escalation training, and virtual reality training for handling everyday aggressive situations.

SDA New South Wales (NSW) Secretary Bernie Smith supported the push, branding the abuse and violence of retail workers an “epidemic.”

“There have been stabbings, axe attacks and bashings in major retail outlets,” he said.

“Check your behaviour as you checkout.”

People walk past the Myer Christmas window display as they do their Christmas shopping in Melbourne, Australia, on Dec. 20, 2012. Scott Barbour/Getty Images

Staff Shortages

Council of Small Business Organisations Australia CEO Luke Achterstraat said the small business sector’s causal staff shortage would escalate customer aggression.

He emphasised the importance of customers recognising that many small businesses are trying to hire staff.

“We’re talking about some of Australia’s youngest workers here. A lot of high school students get their first job in a retail and grocery as a casual,” he said, as he supported tough penalties for people who abused or assaulted them.

Further, he noted customers who usually support local businesses are feeling the effects of the increasing cost of living.

It comes after the Reserve Bank of Australia increased interest rates to 4.35 percent to tackle high inflation.

“That 13th increase in interest rates certainly will have a big impact,” Mr. Achterstraat told ABC News.

“They’re designed to hurt the hip pocket, so I think it will be a pretty challenging Christmas for a lot of people.”

1800 RESPECT (1800 737 732)

National Sexual Abuse and Redress Support Service 1800 211 028