'Over two-thirds in retail suffer abuse from customers'

A good majority (69 per cent) of those working in retail have experienced verbal abuse while most of these incidents were triggered by shoplifting, shows a recent report by retail trade union Usdaw.

According to the interim results based on over 4,000 retail staff responses show that in the last twelve months, 69 per cent have experienced verbal abuse while 45 per cent were threatened by a customer. 17 per cent were assaulted while 70 per cent of these incidents were triggered by shoplifting and two-thirds of those were linked to addiction.

The report comes as Usdaw launched its annual Respect for Shop workers Week that runs from Nov 11-17, with its members raising awareness of the union’s year-round Freedom From Fear Campaign and talking to the public to promote a message of "respect for shop workers".

Commenting on the report findings, Paddy Lillis – Usdaw General Secretary stated that it has become increasingly common for retail stores to be targeted by organised crime gangs stealing to order amid a retail crime epidemic.

“Our survey demonstrates that theft from shops is not a victimless crime, with incidents regularly being a major flashpoint for violence and abuse against shop workers. Having to deal with repeated and persistent theft and even looting can cause issues beyond the incident itself like anxiety, fear and in some cases physical harm to retail workers. Our members are reporting that they are often faced with hardened career criminals in their stores and much of the abuse they suffer is from those who are stealing to sell goods on, often to fund an addiction.

“After 14 years of successive Tory governments not delivering the change we need on retail crime, we are pleased that the new Labour Government announced a Crime and Policing Bill in the King’s Speech. This new legislation will deliver a much-needed protection of shop workers’ law; end the indefensible £200 threshold for prosecuting shoplifters, which has effectively become an open invitation to retail criminals; along with town centre banning orders for repeat offenders.

"The Chancellor announced in the Budget funding to tackle the organised criminals responsible for the increase in shoplifting and the Government has promised more uniformed officer patrols in shopping areas. It is our hope that these new measures will help give shop workers the respect they deserve.

“This week, Usdaw activists will be campaigning in their workplaces and communities calling on the shopping public to ‘respect shop workers’ and ‘keep your cool’, particularly in the run-up to Christmas when the number of incidents increases as shops get busy and customers become frustrated. This is a hugely important issue for our members and they are saying loud and clear that enough is enough.”