Retail Workers as Young as 14 Face Abuse as Employers Urged to Address Safety Risks
Retail workers as young as 14 are encountering abusive behavior from customers, prompting calls for employers to take significant steps in addressing the safety risks associated with violence and aggression in the workplace. South Australia’s workplace safety regulator, SafeWork SA, has emphasized the need for employers to prioritize the protection and well-being of their employees.
Connor Boyle, who has been working at McDonald’s for six years, highlighted the challenges posed by customer abuse, describing it as pretty tough. He recounted instances where he was threatened and belittled, leaving him feeling defeated after each shift. Boyle also expressed concerns for younger colleagues, particularly those as young as 14-and-a-half, who face unjustified yelling and mistreatment.
Gabbi Colloff, who has been working at Coles for three years, shared her own experiences of verbal abuse from customers since starting her job at the age of 15. Colloff revealed that she has faced abuse simply for trying to perform her job duties. She admitted feeling scared before every shift and expressed concerns regarding the effectiveness of staff training in handling such situations.
During inspections of retail workplaces across the state, SafeWork SA discovered inadequate staff training on managing violence, aggression, and armed robberies. Among the 89 retail workplaces inspected between June 2022 and January 2023, 28 improvement notices were issued. The inspectors noted non-compliance in areas such as training and the implementation of safe systems of work, including security screens, duress alarms, signage, and CCTV.
According to Ms. Colloff, while staff do receive training on de-escalating conflicts, the methods taught are not always effective. Boyle echoed this sentiment, stressing that de-escalation is not always possible, and sometimes it becomes necessary to involve the police. He recounted incidents of fights breaking out during overnight shifts and customers attempting to physically attack the manager and crew.
Glenn Farrell, the Executive Director of SafeWork SA, emphasized that employers have a responsibility to minimize the risks of aggression and violence in the workplace. He suggested various measures, including the presence of security guards, safety barriers, duress alarms, and clear signage, as essential components of a safe working environment.
Josh Peak, the secretary of the Shop, Distributive and Allied Employees’ Association, highlighted the importance of physical safety barriers as a deterrent against aggression. He cited the example of McDonald’s Hindley Street, where the installation of screens to prevent customers from going behind the counter and assaulting workers resulted in zero worker assaults.
To combat the alarming increase in abuse towards retail and fast food workers, the South Australian government has introduced new regulations to increase penalties for individuals found guilty of assaulting retail employees. Between August 25 last year and August 31 this year, SA Police have filed 215 criminal charges related to violence and aggression in the retail sector.
Addressing the issue, Mr. Peak stressed that the mistreatment of retail and fast food workers during the pandemic was unacceptable, and unfortunately, the statistics show that it continues to escalate. He emphasized the urgent need to put an end to the abuse and ensure the safety and well-being of these essential workers.
In conclusion, retailers in South Australia are facing a concerning rise in incidents of abuse and aggression towards their young employees. Employers are being urged to take immediate action to address this issue and create a safe working environment through effective training, physical safety barriers, and other protective measures. The government’s commitment to increasing penalties for assaulting retail workers reflects the seriousness of the problem and the need for a comprehensive solution.
