Industry News

Retail industry calls for calm during lockdowns

The National Retail Association (NRA), Shop, Distributive and Allied Employees Association (SDA) and Shopping Centre Council of Australia (SCCCA) have called for consumers to remain patient towards retail and shopping centre staff as parts of Australia remain in lockdown. 

The three organisations argue that under no circumstance should customers abuse staff whether it be in the form of yelling, swearing or physical aggression 

Shopping centres and some retailers have stayed open throughout the pandemic to supply the community with essential goods and services. These workers are on the front line, interacting with the public every day, and often responding to Government restrictions that take rapid effect. 

Aggressive and violent behaviour towards staff is not limited to so-called ‘panic buying’ and is occurring across all retail categories and jurisdictions. It is also occurring where staff are making reasonable efforts to remind customers to follow Government rules such as the wearing of face masks or using a QR Code check-in. 

Dominique Lamb, CEO of the NRA said: “It’s incredibly concerning that our members continue to report high-levels of abuse and violent behaviour towards their staff,” 

“Retailers are doing everything they can to serve the community and operate in a COVID-Safe manner, and no matter how anxious and frustrated some people might be, there is never an excuse to abuse a retail worker”. 

Gerard Dwyer, National Secretary of the SDA said: “No one should have to be abused for simply doing their job, particularly given retail workers have continued to be on the front line and in many cases are young people doing a part-time or casual job.” 

“Our industry cannot succeed without hardworking and dedicated employees, and any type of abuse is completely unacceptable, and when you have 85% of retail staff reporting they have been subjected to verbal abuse from a customer and 14% reporting physical violence – you know we’ve got a crisis on our hands.” Dwyer said. 

Angus Nardi Executive Director of the SCCA said: “We’re united with the union and retailers on this issue, and sadly we’ve seen incidences in areas such as food courts along with road rage incidents within car parks. 

“Our members are operating shopping centres that are supplying the community with essential goods and services. 

“We are focused on doing the right thing and in some cases, abuse and aggression towards our staff is the result of them simply reminding people to follow Government rules such as wearing a face mask or using a QR Code check-in”. 

About the author

Shopping Centre News

Shopping Centre News (SCN) is in the ‘information business’, and is perceived as such by its readers. Daily industry news makes a must-visit as part of the morning routine for those who want to keep right across the latest retail developments and events, while SCN's premium magazine is the leading publication for the shopping centre industry in Australia and New Zealand.

Known as the ‘industry bible’ SCN is printed five times a year with fascinating, in-depth features and important critical analysis written by known industry insiders as well as the popular ‘Guns’ reports, which ranks Australian shopping centre performances. Shopping Centre News is the only publication in the world that features centre statistics on Turnover, Turnover per square metre and Specialty Shop turnover per square metre for every major centre in Australia.

Add Comment

Click here to post a comment