Retailers call for end to violent attacks against workers as tensions rise before Christmas

Tensions are rising as crowds hit peak levels in the lead-up to Christmas and retail workers are bearing the brunt. Industry leaders are saying the violence has to stop.

OPINION

As we enter the final week before Christmas, our shopping centres and retail outlets are hitting their peak of crowds. Our car parks swell, food courts get busy, and wait times increase within stores, at the escalator, the petrol bowser or for a traditional Santa photo.

Sadly, amidst the frustrations, this period can also be a peak for some terrible and incredibly harmful behaviour towards retail workers – whether this is our security guards, cleaners, pharmacy workers, retail workers and fuel and convenience store staff.

This can include workers being yelled and sworn at, pushed and shoved, spat on, threatened and intimidated with violence, sexually harassed, punched and weapons being displayed and used on them.

Retail crowds peak in the week leading up to Christmas. Picture: Nigel Hallett

Many incidences are not at all associated with the attempted theft of goods – so-called ‘shoplifting’ – and concerningly many incidences include repeat or recidivist offenders.

To cite one example, security guards at a shopping centre have had people reveal a knife in their possession who then ‘dare them’ to touch them – effectively threatening a fight that could have potentially life-threatening consequences.

It is beyond words as to why a person would bring a knife to a shopping centre, let alone make threats in such a manner.

Let me be clear, one incident of abuse, aggression or violence against a worker or customer is simply not acceptable. One dangerous weapon, such as a knife, brought to a shopping centre for whatever reason is one too many.

Angus Nardi from the Shopping Centre Council of Australia. Picture: Supplied

It’s stating the obvious that such incidences of aggression and violence are incredibly harmful to such workers, along with innocent bystanders that witness, or can get ‘caught up’ in things, and it’s worth noting that many workers in retail settings are young-people, often in their first job, and often in part-time roles.

All of these workers are simply just doing their job and deserve kindness, courtesy and respect, including the courtesy of any other workplace – such as an office environment - or public or crowded place.

None of us would tolerate being verbally or physically abused in our workplace, so why should a security guard, a cleaner in a food court, or a pharmacy or retail worker?

This is why a coalition of shopping centre, retail, fuel and convenience, pharmacy, security and cleaning industry groups has joined forces this Christmas period to launch a nationwide ‘Be Kind in Retail’ campaign.

Many incidences of retail violence involve repeat offenders. Picture: David Crosling

The advertising campaign is being run across over 3500 digital screens, billboards and other media across a range of shopping centres, retailers and other retail settings.

The coalition comprises the Shopping Centre Council of Australia (SCCA), National Retail Association (NRA), Australian Association of Convenience Stores (AACS), Australian Security Industry Association Limited (ASIAL), Pharmacy Guild of Australia, and Building Service Contractors Association of Australia (BSCAA).

With a central campaign message that “Kindness Never Goes Out of Style”, the campaign asks all members of the community to Be Kind to our Security Guards; Be Kind to our Cleaners and Be Kind to our Retail Workers.

Across our six industry groups, we represent more than 1.5 million workers across the shopping centre, retail, fuel and convenience, pharmacy, security and cleaning professions nationwide, and we share a strong and focused commitment to work together to combat the

rising trend of abuse, aggression and violence.

Police will have a bigger presence at shopping centres and can “wand” people. Picture: Dylan Robinson

The Be Kind in Retail campaign is one aspect of this work, along with ongoing collaboration on community safety issues and in 2025 seeking to elevate the issue of crime in retail settings with further public policy responses.

A key issue here is the need to change perceptions that ‘retail crime’ is simply minor ‘shoplifting’, as such perceptions couldn’t be further from the truth or the experience of workers and other victims.

Whether it’s formal Government statistics, industry data or individual case studies, the trend of aggressive incidences and crime is retail settings is getting worse.

Sadly, out of tragic events, this year has seen some positive and sensible moves by governments to address community safety issues.

This includes several governments across Australia investigating or enacting knife crime laws, such as giving police the ability to ‘wand’ people at shopping centres with a handheld metal detector.

Retailers are begging shoppers to be kind this Christmas. Picture: Alison Wynd

This law, known as ‘Jack’s Law’ following the tragic loss of a young person’s life on the Gold Coast and advocated for by his family, has already seen huge success in dangerous knives being detected and removed from people at certain shopping centres and other public

places.

This law commenced for shopping centres initially in Queensland this year, and more recently in NSW and pending commencement in WA.

Pleasingly, the new Queensland Premier, David Crisafulli, announced last week that the Government intends to make this law permanent, which we fully support.

We certainly thank police for the work that they do in keeping the community safe. So this Christmas, as you do your shopping, or catch up with family and friends, please be kind to each other, and please go the extra mile to be kind to our workers in retail settings, because “Kindness Never Goes Out of Style”.

Angus Nardi is the chief executive of the Shopping Centre Council of Australia.