Retail Workers at Coles Face Rising Threats as Violence Surges

Retail workers at Coles in Victoria are sounding the alarm over a sharp increase in violence and abuse they face from customers, with incidents reportedly rising by a staggering 85% over the past two years. Exclusive CCTV footage has revealed alarming confrontations, including one where a customer wielded a hammer and another in which a security guard was violently thrown into a checkout machine.

Ruth Sumner, a dedicated employee at Coles for three decades, voiced her concerns about the deteriorating safety environment. “I enjoy my job. I’d just like to be able to do it without getting abused, basically, or worrying about whether somebody’s going to come flying around the plaza with weapons,” she stated. Sumner highlighted that both verbal and physical abuse have become part of her daily reality, with a union survey indicating that 88% of retail workers across Australia have experienced verbal abuse.

Matt Swindells, Coles' Chief Operations and Supply Chain Officer, corroborated Sumner's observations, noting the alarming trends in Victoria. “To give you some idea, they’ve grown 85% in Victoria over that period,” he said, describing the types of incidents as both verbal assaults and physical altercations, with even products being used as weapons in some cases. Nationally, threatening situations have increased by 65% in the same timeframe, with only South Australia experiencing a decline.

In light of these threats, Coles has ramped up security measures in Victoria, employing body-worn cameras for staff and installing motion detection cameras throughout stores. Security personnel are tasked with patrolling the premises, although they only intervene in violent situations when safe to do so. Swindells emphasized the priority for staff is the safety of each other and customers, stating, “At every moment, the intent of the team, whether it’s security or Coles, is to look after each other.”

However, the persistent problem of repeat offenders poses a significant challenge for both retailers and law enforcement. Swindells called for more effective interventions for these individuals, lamenting the ease with which they return to stores after arrest. “We’re not here to uphold the law or to be the judge, jury or government, but we clearly would ask for faster support with the workplace protection orders so we can support the police,” he remarked.

Victoria Police has responded by increasing their presence in Melbourne's CBD, doubling patrols in high-risk areas since March. Assistant Commissioner Jo Stafford reported that arrests have surged, with 260 apprehensions made for various offenses ranging from theft to public disorder. She affirmed that the police would support measures aimed at protecting retail workers.

Looking ahead, Premier Ben Carroll announced that Workplace Protection Orders will be implemented by July 2027 to safeguard staff from violent repeat offenders. However, union representatives, including Michael Donovan, have urged for the laws to be enacted sooner, ideally before the busy Christmas season when abuse tends to spike.

As Ruth Sumner approaches the end of her career, she advocates for immediate action to protect future retail workers. “If I drop dead tomorrow, I want to know that I’ve done something to make life better for the people to come after us,” she said, highlighting the urgency for change in the industry.

Source: www.abc.net.au