Retail workers in Victoria face surge in violent incidents and abuse

For teenagers looking for their first job, an opportunity in retail is one of the most sought after gigs.

But in Victoria, retail workers are facing growing safety concerns.

In exclusive video obtained by 7.30 and captured during the past four months, CCTV shows shocking incidents of aggressive behaviour towards Coles staff and, at times, other customers.

In one instance, a customer was armed with a hammer and threatens a staff member as they were leaving the store, and in a second attack, a security guard was physically thrown into a check-out machine by a customer.

Ruth Sumner, 70, has worked at Coles for 30 years. She said it was time the abuse against workers stopped.

"I enjoy my job. I'd just like to be able to do it without getting abused basically or worrying about whether somebody's going to come flying around the plaza with weapons," she said.

Last year, in a union survey of about 3,000 workers across Australia, 88 per cent of people said they had been verbally abused.

One in four said they had been physically attacked.

Ms Sumner says she feels anxious about her safety when she clocks on for a shift.

"The physical violence, irrespective of what anybody thinks, once is too much. Because once could end somebody's life," Ms Sumner said.

Incidents have almost doubled in two years

Coles's chief operations and supply chain officer Matt Swindells said there had been a dramatic increase in abuse towards staff in Victoria.

"We've had rising instances of what we would call threatening situations, particularly towards our team members and particularly in Victoria over the last two years," he said.

"Whilst we call them threatening situations, what we really mean are either verbal assaults or physical altercations, or in some instances using product as a weapon, like a bottle of wine or a tin of tomatoes."

In comparison, Coles said threatening situations across the nation have increased by 65 per cent over the same period. South Australia is the only jurisdiction where it has declined by 16 per cent.

In Coles stores across Victoria, there are more security measures needed than in any other state, like body-worn cameras on staff and motion detection cameras in aisles.

There are also security guards who patrol the stores to keep the peace but only intervene in violence if it is safe to do so.

"There are clear standards that we have, and we work with our security team on what we expect," Mr Swindells said.

"At every moment, the intent of the team, whether it's security or Coles, is to look after each other, protect their customers and protect themselves before we start worrying about protecting stock and putting anyone at risk."

The main challenge for retailers in Victoria is the repeat offenders.

"They will come back, and at some point there has to be an intervention that's more than us over-servicing a customer or the police making an arrest and to come back out on bail within hours," Mr Swindells said.

"We're not here to uphold the law or to be the judge, jury or government, but we clearly would ask for faster support with the workplace protection orders so we can support the police."

Victoria Police has increased the number of police officers patrolling Melbourne's CBD to combat retail crime and anti-social behaviour.

Assistant Commissioner Jo Stafford told 7.30 arrests were up since March, with 260 arrests made for a range of offences from theft to assaults and public disorder.

But repeat offenders remain a challenge for police and Assistant Commissioner Stafford said the force would support measures that would target them.

"That is an issue for government, but in terms of any initiatives that help protect our workers, Victoria Police would be supportive of," she said.

Workplace protection orders in Victoria

Workplace protection orders are court-ordered bans on violent repeat offenders that restrict them from entering a retail store for a period of time.

Last month Victorian Premier Ben Carroll promised workplace protection orders would be in place across the state by July 2027.

Victorian state secretary of the Shop, Distributive and Allied Employees Association Michael Donovan said the laws need to come into effect much sooner.

"Ideally, we would like to see it before Christmas. It's a very busy period, and there does tend to be a spike in customer abuse and violence," he said.

Workplace protection orders are already in effect in the ACT and South Australia.

Mr Swindells said Coles welcomed the Victorian premier's announcement.

"South Australia implemented the same policy from start to finish in six months. So again, we know it can be done. We know it works," he said.

"We welcome the change from the government in Victoria. We would just ask for it to be accelerated."

For Ms Sumner, she is nearing the end of her professional life, but she is speaking out to protect the next generation of retail workers.

"If I drop dead tomorrow, I want to know that I've done something to make life better or help make life better for the people to come after us."