The Good Guys scrap ‘creepy’ camera feature after backlash

After the use of a controversial technology in three large retailers was exposed, angering Aussies – one brand has taken “welcome” action.

A leading Australian retailer has withdrawn its facial recognition technology in stores after huge customer backlash.

The Good Guys was widely criticised after consumer group Choice analysed the privacy policies of 25 major retailers and found the home appliance chain – along with Kmart and Bunnings – were recording their customers biometric data.

Facial recognition uses video cameras to analyse images and capture each person’s unique facial features, known as a faceprint.

But Choice research found 76 per cent of Australians weren’t aware retailers were doing this – despite having a sign up at the front of stores.

The Good Guys had been using the controversial tech as part of a trial in two Melbourne stores — Maribyrnong and Brighton.

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The Good Guys has paused its trial of facial recognition technology after it copped backlash from consumers. Picture: Google Maps

Choice revealed the home appliance chain – along with Kmart, Bunnings – ware recording unsuspecting customers. Picture: Choice

However the retailer has said it is temporarily pausing the trial while the Office of the Australian Information Commissioner (OAIC) looks into the complaint by Choice which sparked outrage among customers.

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

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

Choice said it “welcomes” the announcement, describing it as an “important step in the right direction”.

The stores have ‘conditions of entry sign’ disclosing the use, but Choice says ‘discreet signage and online privacy policies’ aren’t enough to ‘adequately inform’ shoppers. Picture: Choice

However the consumer group blasted Kmart and Bunnings for not making adjustments to the use of the technology.

“Bunnings and Kmart are lagging behind when it comes to any kind of commitment to stop the unethical and unnecessary use of facial recognition technology in their stores,” Choice senior campaigns and policy advisor, Amy Pereira, said.

“We urge Kmart and Bunnings to reflect on the announcement made by The Good Guys, and ask them to end their use of facial recognition technology in store.”

Kmart told news.com.au its use of facial recognition technology was a “trial” in a small number of stores currently being used to for the “purposes of safety and loss prevention such as reducing refund fraud”.

“We are committed to keeping personal information private and protected in compliance with privacy law,” the spokesperson said.

“We make our customers aware of facial recognition through our conditions of entry signage in participating stores and through our Kmart privacy policy.”

More than three in four Australians are unaware businesses are capturing their faceprint, according to Choice. Picture: NCA NewsWire/Bianca De Marchi

Bunnings hasn’t commented on the unease among shoppers, but news.com.au understands all CCTV footage at the hardware store is automatically destroyed after a period of time — normally around 30 days.

Following the release of the Choice research, Australians shared anger, branding the use of the advanced cameras and collecting personal data as “creepy” and “disgusting”.

Some stated they would stop shopping at the stores as a result.