Coles chief executive Leah Weckert has raised concerns about a surge in retail crime in Victoria, warning that threats to supermarket staff are increasing even as the company invests heavily in new security technology.
The supermarket chain has implemented a series of measures to deter theft, including artificial intelligence-powered entry gates, smart product scanners, extended CCTV networks, body-worn cameras for employees, and trolley lock systems that prevent unpaid goods leaving stores. These initiatives have helped lower rates of shoplifting across many stores. However, the safety of frontline staff remains a growing issue, particularly in Victoria, where incidents of aggression and intimidation are rising faster than in other states.
Coles began accelerating its security efforts in 2023 after theft and stock loss escalated to levels that significantly impacted profits. The strategy successfully reduced the volume of stolen goods but has not addressed the escalating risks faced by employees dealing with increasingly hostile behaviour.
The situation is not unique to Coles. Other major retailers have highlighted Victoria as a particular hotspot for retail crime during this year’s financial reporting season. Endeavour Group, which owns Dan Murphy’s and BWS, has increased security in some outlets following a rise in crime linked to organised groups. Similarly, Super Retail Group reported that Rebel stores in Victoria had been disproportionately targeted by theft gangs, suggesting a concentration of coordinated criminal activity in the state.
The consequences of this trend extend beyond financial losses. Worker wellbeing has become a central concern as the toll of customer aggression and unsafe conditions grows heavier. A national survey of 11,000 retail employees conducted by the Shop, Distributive and Allied Employees’ Association revealed that more than three-quarters of respondents were at high risk of harm from psychosocial hazards. Key issues identified included inadequate staffing, constant exposure to customer abuse, and excessive workloads. Employees reported experiencing verbal aggression on a daily basis and admitted avoiding certain customers for their own safety, underlining how security concerns have become embedded in everyday working life.
This growing culture of hostility has had knock-on effects on the industry. Employers warn that the rise in threatening behaviour is discouraging potential recruits from joining the retail workforce, creating further staffing shortages and increasing the burden on existing employees. With fewer people willing to work in environments perceived as unsafe, stores risk becoming even more vulnerable to crime, perpetuating a difficult cycle.
The Victorian government has acknowledged the growing problem but has also faced criticism for not acting quickly enough. Authorities have previously tightened bail conditions and outlawed certain weapons, but crime levels in the retail sector have continued to climb. Premier Jacinta Allan has now confirmed that new legislation will be introduced later in the year to strengthen penalties for those who attack, abuse or intimidate retail workers.
The proposed changes are designed to reinforce protections for shop-floor staff and reflect the increasing seriousness of retail-related crime. Businesses across the state will be watching closely to see whether harsher penalties can deter offenders and reduce the risks faced by workers. Until then, many retailers are relying heavily on technology to provide immediate support, while continuing to lobby for stronger government intervention.
For supermarkets and other retailers, the dual challenge lies in protecting both profitability and people. Advanced surveillance and anti-theft systems can ease financial pressures, but they cannot fully shield employees from hostile encounters. For the staff working on the frontline, the reality is more personal: trying to perform everyday duties in an environment where aggression, threats, and potential violence have become part of the job.
The escalation of retail crime in Victoria reflects a wider trend that is placing pressure on both businesses and employees across the sector. While technology and security upgrades offer some relief, the safety of staff remains at risk until stronger protections are enforced and cultural attitudes towards retail workers begin to shift.
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