Facial recognition technology: The Good Guys stops using special cameras in stores

At first it denied having facial recognition technology in stores, then confirmed it did. Now The Good Guys says it won’t use the special cameras while a government agency investigates.

EXCLUSIVE

Home appliance chain The Good Guys has decided to stop using facial recognition technology in stores after a customer backlash, it can be revealed.

The reversal heaps pressure on even larger retailers Bunnings and Kmart, which are also using special cameras to build profiles on shoppers.

Earlier this month, The Daily Telegraph reported that The Good Guys had begun a trial of facial recognition technology in two Melbourne stores — Maribyrnong and Brighton.

The trial, which only began a few weeks ago, was to have run for up to five months to determine if the cameras save more in theft and damage than they cost, as well as whether so-called “faceprints” can help police in prosecuting shoplifters.

However, a spokeswoman for The Good Guys told The Telegraph on Tuesday that the trial will be paused while the Office of the Australian Information Commissioner (OAIC) looks into a complaint by consumer group Choice against the three retailers.

The Good Guys spokeswoman said “it will pause the trial of upgraded security system with the optional facial recognition technology being conducted in two of its Melbourne stores.

“The Good Guys take the confidentiality of personal information extremely seriously and remains confident that the trial complied with all applicable laws,” the spokeswoman said.

“The technology was solely used to review incidents of theft, and for the purposes of customer and team member safety and wellbeing.

“The decision was made to pause the trial at this time pending any clarification from the OAIC regarding the use of this technology.”

Choice campaigns and policy adviser Amy Pereira said: “This is an important step in the right direction for The Good Guys, and a decision we know reflects community expectations.”

The OAIC has confirmed it is examining the issue after receiving the Choice complaint, which raised potential breaches of the Privacy Act.

Initially, The Good Guys — which is owned by JB Hi-Fi — had denied it used facial recognition technology but later admitted that was a false claim.

Bunnings was unswayed by The Good Guys’ about-face.

A Bunnings spokeswoman said “in recent years, we’ve seen an increase in the number of challenging interactions our team have had to handle in our stores and this technology is an important tool in helping us to prevent repeat abuse and threatening behaviour towards our team and customers.”

Meanwhile Kmart said it would push on with its trial.

A Choice survey of 25 major retailers did not identify any others using facial recognition technology in stores.

Originally published as Facial recognition technology: The Good Guys stops using special cameras in stores