The issues

Customer abuse & aggression toward retail workers

THE ISSUE

Retail workers are facing increased aggressive and abusive behaviour from customers. Instead of viewing this behavior as abhorrent and calling for prosecution, Australian society seems to accept abuse of retail workers as the norm or part of the transaction.

Over 88% of retail workers experience abuse from customers
Retailers feel this abuse is more accepted in retail than in other workplaces
Customers are increasingly abusing retailer policies such as “the customer is always right”

Did you know?
Over 88% of retail workers experience abuse from customers

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IMPACTS ON RETAIL WORKERS

Customer abuse leads to long terms impacts like anxiety, stress and depression for retail workers
It has become normal for a customer to “make a scene” to get their way, without considering the impacts on retail workers
Retailers agree that abuse and crime faced by workers are reasons staff look for other jobs
It has also become normal to witness a retailer worker suffering abuse from a customer and for bystanders to take no action. If a stranger abused you in your office, the cops would be called. So why do we accept customer abuse of retail workers?

WHAT'S NEEDED

There is a role for both governments and the public to do more and play a part in stopping customer abuse of retail workers.

Retailers require government support to manage and reduce the impacts of customer abuse.
Laws should be stronger so abusive customers can be banned from whole shopping precincts, improving safety for us all

There needs to be a fundamental shift in community attitudes supported by a large-scale campaign
Abusive behaviour towards retail workers needs to be explained (with everyday real-world examples) so customers understand what behaviour is acceptable and what is not
Retailers also need assistance in equipping their teams with the skills and tools to better identify and manage escalating situations and also better manage the personal health and wellbeing impacts

Support Change >

Australians Want Change

In 2020, the National Retail Association performed research with over 20,000 Australians to gauge public support for initiatives to improve the health and wellbeing of retail workers.

The study found that the majority of the Australian public agrees that leaders should consider invest in campaigns and support programs to combat abuse of retail workers.

There needs to be a fundamental shift in community attitudes supported by large-scale campaign explaining when incivility becomes abuse and that abusive customer behavior is unacceptable.