Woolworths and Coles introduce new training to protect staff as customer violence soars

Woolworths and Coles are stepping up measures to protect their workers against the growing rate of violence in supermarkets. See the video.

Exclusive: Woolworths has launched a violence prevention team to combat rising staff abuse while Coles is fitting some workers with personal security devices to protect them at work.

The supermarket giants are grappling with soaring rates of customer aggression and violence towards workers along with frontline workers at retail stores, hospitality businesses and shopping centres.

Woolworths has recorded more than 2100 incidents of violence and abuse since July this year across supermarkets, metro stores and Big W outlets, equating to nearly 500 incidents a month.

The supermarket has established a dedicated counter violence taskforce that has equipped staff members with tools to combat potentially dangerous scenarios.

Woolworths is now using a virtual reality training module to train teams to deal with aggressive customers. Picture: Supplied

In the ACT, Woolworths has also successfully sought Workplace Protection Orders that prohibit repeat offenders from entering shops and harassing staff.

Woolworths is also using online module that train workers by screening videos of dangerous scenarios and teaching them the correct response to potential customer aggression and conflict.

Head of Acts of Violence and Aggression Prevention Sarah Faorlin said Woolworths was experiencing an increasing number of violent and aggressive customers in stores.

“Our teams are not only physically affected by these incidents, but also psychologically where they are reminded of the frightening incident every time they go to their workplace,” she said

“Team members are punched, spat on and have their life threatened which is completely unacceptable behaviour in society, let alone in our stores.”

The supermarket has recorded 2100 incidences of aggression since July. Picture: Supplied

Coles has started training staff to diffuse situations and regularly reports incidence of violence to police.

“The safety of our team members and customers is paramount, and we have a range of measures and processes in place to support our team,” said the spokesperson.

“Some of these include providing our team members with equipment such as personal security devices like duress devices and specialised training for our team members to help de-escalate situations.”

Scentre Group, which owns Westfield, has been running emergency response training and armed offender drills at stores with NSW Police, Queensland Police Service, the Australian Defence Force, South Australia Police, and the Australian Federal Police.

“We take our duty of care, and safety, extremely seriously,” said a spokesperson.

“Our security approach is created in partnership with law enforcement authorities, including Police and relevant government agencies.”

Team members of have been punched, spat on and had their lives threatened as tensions escalate. Picture: Supplied

Griffith University criminologist Michael Townsley said retail settings had changed over the past decade as technology aimed at making shopping more convenient, such as self-serve checkouts, was introduced.

Grabs from a VR training module that store teams for Woolworths use. Picture: Supplied

But Mr Townsley, who specialises in retail crime, said the products that were being stolen hadn’t changed indicating the bulk of the theft was perpetrated by organised crime gangs.

“So baby formula, fragrances and perfumes are the top items getting stolen,” he said.

“I think ordinary people are abusing staff and organised retail crime groups are doing wonderful trade at the moment, there’s a lot of people out there who want to steal goods and sell them really cheaply.”

Experts say the bulk of thefts are perpetrated by organised crime gangs. Picture: Supplied

Officeworks managing director Sarah Hunter said the retailer had invested in workplace security technology and training programs to address the issue of retail crime.

“With 9000 passionate team members across 172 stores nationwide, their stories of facing abuse, and even physical assaults are deeply distressing,” she said.

“Our team members are passionate about their roles and the positive impact they have on the community. They signed up to help customers — not to endure disrespect.”

Originally published as Woolworths and Coles introduce new training to protect staff as customer violence soars