If you’ve ever worked in retail, you know it’s not always smiles and scanning barcodes. For many of our members—and their children and grandchildren—retail work is a rite of passage, but it’s also a job that comes with its fair share of challenges.
Now, thanks to new laws protecting retail staff from abusive shoppers, there’s a serious message for anyone who thinks it’s okay to take out their frustrations on the person behind the counter: abusive behaviour could land you in hot water—and possibly even behind bars.
Recent footage released by authorities paints a disturbing picture of what retail workers face every day—kicking, shouting, shoving, and swearing from aggressive shoppers.
According to the Shop, Distributive and Allied Employees Association (SDA), a staggering 88% of retail workers have been subjected to some form of abuse, with one in ten reporting they’ve been spat on while simply doing their job.
Bernie Smith, NSW branch secretary of the SDA, summed it up: ‘Everybody deserves to feel and be safe in Australian shopping centres. Sadly, retail workers do not, with 88 per cent of workers being subjected to abuse, including physical violence.’
Since the introduction of tougher workplace violence laws in New South Wales in June 2023, more than 136 people have been charged for abusing retail staff in NSW. Of those, 64 have been convicted, and 25 have received custodial sentences. These aren’t just slaps on the wrist; the maximum penalty for causing grievous bodily harm to a retail worker is now 11 years in prison.
Industrial Relations Minister Sophie Cotsis, herself a former retail worker, didn’t mince words: ‘If you do the wrong thing, if you threaten or assault a retail worker, you can and will be charged.’
The laws make it a criminal offence to assault a retail worker, throw projectiles at them, or stalk, harass, or intimidate them. It doesn’t matter if you’re having a bad day or if you think the customer is always right—these actions are now punishable by serious jail time.
Retail is the second largest industry in NSW, employing almost one in ten workers. A 2023 survey of more than 4,600 retail workers found that one in eight had been victims of physical violence, and more than half had experienced repeated abuse from the same customer.
The message from unions and the government is clear: enough is enough. ‘There are now serious consequences for offenders who abuse retail workers including increased jail time… don’t ruin your life with a bad decision,’ said Bernie Smith.
It’s simple: treat retail staff with the respect they deserve. Remember, the person serving you is just doing their job, often under difficult circumstances. If you’re frustrated about a product or policy, take a deep breath and remember that abuse is never the answer.
Many of us have family and friends working in retail, or we shop regularly ourselves. Let’s set the example for others by treating staff with kindness and patience.
What are your thoughts on the new laws protecting retail workers? Do you believe they strike the right balance between accountability and fairness? Have you witnessed or experienced similar situations while shopping? Feel free to share your thoughts in the comments—we welcome respectful and open discussion.
Also read: Aussie council’s latest law change poses challenges—are you affected?
The ACT is soft on crime and ruled by leftist parties. We have the lowest police numbers per population.
They have never jailed any criminals who have assaulted retail workers.
They should be banned from entering the store they jumped up and down in. No sense no feeling.
A Woolworth store 14-3-2025 over charged $1-30 on a $3-00 loaf of bread scanning the wrong code. The counter assistant was busy making conversation with a friend. When underlined the over charging the counter assist complained the client was rude and to attend other staff in future. Effective staff offer an apology when they make a mistake. Effective staff do their job assisting clients instead of talking with friends when serving a client. The staff member made the mistake but blames the client when the error is underlined. The assistant to the client began conversation “you are rude…” shows poor training by staff when the assistant over charged – poor customer focus. Effective staff offer an apology.