Woolworths Group has rolled out a new in-store campaign to promote respect and courtesy among customers during the holiday season.
The move comes in response to a significant rise in the number of verbal abuse and physical aggression reported by Woolworths’ staff across its stores since July.
According to the company, more than 2000 incidents of violence and abuse have been recorded in Woolworths Supermarkets, Metro Stores, and Big W during the past few months. These incidents include threats with weapons, physical and verbal abuse, and other forms of aggression.
The new in-store campaign includes radio announcements and posters reminding customers to treat all team members with respect during the busiest shopping time of the year.
Woolworths Group CEO Brad Banducci emphasised the importance of respecting all team members.
“Ninety-nine per cent of our customers are amazing and always treat our team with respect, but unfortunately, in the post-Covid era, we’ve seen a significant rise in the number of people walking through our doors who act aggressively – and sometimes violently,” said Banducci.
The CEO shared that in the past fortnight, the company had team members punched, spat on, and threatened with a range of weapons, from baseball bats, iron bars, and knives.
“We are also seeing aggression and violence against our home delivery drivers, with one driver recently pulled from his truck at gunpoint,” Banducci continued.
“This behaviour is unacceptable in our stores, across our delivery network – or in any workplace. That’s why we must continue to invest in safety for our team and customers and work with the broader retail industry and government to help tackle this extremely worrying trend.”
Aside from safety measures, the company has also allocated funding for practical training programs, including face-to-face resilience and de-escalation training and virtual reality training for common aggressive situations.
The company has also invested over $40 million in CCTV upgrades, team safety cameras, headsets, and personal duress devices to ensure the safety of its store teams.
Bernie Smith, NSW Secretary of the SDA, welcomed the initiative and said the combined efforts of retailers encourage shoppers to be kind.
“Christmas is a time of good cheer, an opportunity to catch up with family and friends, but also a time of stress,” added Smith. “Check your behaviour as you checkout.”
