Coles high-tech security measure could lead to ‘distrust’

Australia’s two biggest supermarkets are taking increasingly drastic measures to fight back against theft and violent behavior in their stores, but experts say it could lead to a sense of ‘distrust’ and ‘trauma’ among customers.

Retailers say these measures are necessary to combat a $9 billion a year problem, but they are being criticized by privacy campaigners as excessive and likely to unfairly target the most vulnerable members of society.

Coles announced this week that it would be introducing a range of hi-tech security measures to stores across the country, including overhead cameras to track customers’ every move, enhanced AI cameras at checkouts and ‘smart gates’ that automatically lock when people try that. do a runner with goods they haven’t paid for.

The store also revealed that some of the riskiest stores would see the use of body-worn cameras – similar to those used by police or bouncers – to protect staff from an alarming increase in violence.

Australia’s two biggest supermarkets are making increasingly drastic efforts to fight back against theft and violent behavior in their stores – but experts say it could lead to a sense of ‘distrust’ and ‘trauma’ among customers

Woolworths has also stepped up security, rolling out improved cameras to monitor customers at self-checkouts to mixed reviews.

“It’s important to note that the majority of customers in the store are doing the right thing. These kinds of measures are for those who don’t.’ Coles said spokesperson.

Privacy activists say the extra security measures place an unnecessary burden on people in their daily lives.

The new security will only increase the “fear of being constantly watched”, says Mary Ilias, senior lecturer in criminology at Deakin University.

According to Dr Ilias, the cameras will also ‘aggravate feelings of trauma and distrust’ among vulnerable people.

She fears that innocent people who appear restless or unsteady, perhaps due to a physical or mental condition, will be wrongly targeted by the new safety measures, causing unnecessary suffering.

Retail advocates hit back, saying the new technology wouldn’t be rolled out if customers weren’t happy with it.

“New technology such as body cameras is being trialled by some stores here and abroad and this is being done within privacy laws and with careful attention to staff and customer feedback,” Australian Retailers Association chief executive Paul Zahra said.

Retailers say the measures are needed to combat a $9 billion a year problem

Store staff will wear the new cameras to combat theft and violence in Coles stores

“It is in retailers’ best interests to keep their customers comfortable and at ease in stores, and this type of technology is primarily intended to protect frontline store staff and customers.”

Woolworths introduced a similarly bold security measure in an effort to do so to keep its employees safe in 2021 which was widely praised by shoppers.

“The use of these cameras has led to a significant reduction in the number of violent and physical incidents experienced by our store team members,” a Woolies spokesperson said.

To address privacy concerns, supermarket spokespersons said footage from the new cameras would not be kept for “more than a few weeks” and that the cameras complied with Australian law.

While consumers welcome measures to protect supermarket staff, many have also raised concerns about the growing number of cameras in stores.

Controversial AI checkout cameras, fitted at self-service checkouts in both Coles and Woolworths, have been widely criticized as customers claim the ruthless surveillance is ‘completely unacceptable’.

Some images recorded during a recent trial of the body-worn cameras

Many customers have taken to social media to express their frustration (photo: a Woolworths self-service checkout)

Ultimately, the question comes down to whether or not the new measures are too big a step for companies to protect their bottom lines, experts say.

“I think Coles may need to consider other approaches that don’t rely on surveillance by default,” said Monique Mann, deputy chair of the Australian Privacy Foundation.

“Let’s think about why we’re seeing an increase in shoplifting? Why are people aggressive towards staff? People are having a hard time. At the same time, Coles and Woolworths are making huge profits (over a billion dollars) amid a cost of living crisis. Maybe they should think about that and try to alleviate pressure on living costs, rather than just expanding surveillance and their profits,” Dr Mann said.

Mr Zahra said theft costs Australian retailers an estimated $9 billion annually, although he said much crime still goes unreported.

‘Cameras do not record personal information and do not have facial recognition. “All images recorded are taken in accordance with all relevant laws and the company’s privacy policy,” he said.

“Retailers use these technologies in accordance with strict privacy laws and maintain strict protocols.”