Further investigation reveals shocking reasons why Australian police are called to shops

Alarming figures have revealed the number of officers being called into stores, with attacks on store workers being the most common reason.

The research from Sonder, a technology company that supports companies such as Woolworths, Big W, Hoyts and Universal Store reported a 35 percent increase in police visits to stores in the April to June quarter.

Other reasons police were called to shops included attempted suicide by a customer, attempted suicide by a member of staff, death of a customer on the scene, and armed robbery.

Sonder chief executive Craig Cowdrey said cost-of-living concerns and social media challenges had contributed to the rise in customer aggression.

“(Sonder’s clients) tell us that community members are concerned about the rising cost of goods and services and are becoming frustrated and aggressive,” he told NCA Newswire.

They are also seeing an increase in social media trends that encourage young people to take on a ‘challenge’ that is often aggressive and can escalate quickly.

“At these times, we are working with our customers to keep their employees safe and de-escalate the situation.”

Retail worker Sue, 24, who asked to change her name for fear of retaliation from her former employer, said an altercation with a customer earlier this year left her with a one-inch scar on her forehead.

The woman spat in her face, which Sue took as a threat and tried to push the customer away. The customer then tried to take Sue’s glasses, leaving her with a deep scratch on her face.

“She thought she was going to take my glasses and when I threatened to follow her out of the store if she didn’t return them,” Sue said.

She then threw them back in the door and they smashed into a metal post.

“It was literally above the price of a discount ladder. I told her I couldn’t do what she wanted, I apologized profusely but she started yelling and abusing me for 10 minutes.’

She has occasionally worked in retail since she was 18 and believes people “lose their sanity” in a retail environment, but harsher penalties would help prevent incidents.

“It’s like they think shop assistants are machines — that we make the prices and the rules,” she said.

“Ultimately, we are the scapegoats.”

Abuse of store workers also escalated during Covid-19, with staff reporting incidents of violent flare-ups and abuse due to vaccine controls, mask mandates and product shortages.

A 2021 report from The McKell Institute found that the number of harassment, stalking and harassment cases rose sharply in 2020-2021 by 22 percent, compared to figures reported before the pandemic between 2018-19.

In June, NSW introduced three new offenses under the Crimes Act 1900 to deter violent conduct against shop workers.

Assaulting, stalking, throwing a missile, harassing or intimidating a store employee now carries a maximum penalty of four years in prison, even if no actual bodily harm has been caused.

If actual bodily harm is involved, the maximum sentence is increased to six years in prison.

Wounding, causing grievous bodily harm or recklessly inflicting actual bodily harm on an employee or another person now carries a maximum penalty of 11 years in prison.

In 2022, South Australia increased sentences from three to seven years for people convicted of assault causing harm to a shop assistant.

People convicted of simple assault, such as verbal threats, or using force or physical contact that employees would reasonably object to, now face up to five years in prison instead of two.

Mr Cowdrey said that while it was “disappointing” that the legislative changes were necessary, they were clearly necessary to ensure worker protection.

“Everyone has the right to feel safe at work so that they can perform at their best,” he said.

“These incidents can have a long-lasting impact on employees, often young people who need both mental and physical support after the incident.”