Tough new laws to protect customer-facing workers

Victoria steps up to protect retail, fast-food and public transport workers

The Victoria Government is taking steps to safeguard workers in customer-facing roles from assault and abuse, particularly in retail, fast food, and public transport sectors. Premier Jacinta Allan has announced plans to amend laws, aiming to unequivocally denounce attacks against these workers:

“These workers deserve nothing but our respect. And we’re going to help make sure they get it.”‍

A Worker Protection Consultation Group will be formed to guide the legislative changes, seeking input from various stakeholders to strike the right balance.

The focus will be on introducing potential new penalties or offences and enhancing existing ones to shield these vulnerable workers. The group will also explore measures against stalking, harassment, and intimidation directed at workers. The goal is to present a bill to Parliament by the end of 2025.

A disturbing rise in verbal and physical abuse

Anecdotal evidence and surveys, including one by the Shop, Distributive and Allied Employee’s Association (SDA), reveal a disturbing rise in verbal and physical abuse against customer-facing workers. Reports of physical violence increased significantly, highlighting the urgent need for intervention.

The SDA's recent 2023 survey report, "No One Deserves A Serve" found that:

• 87% of workers said they had experienced verbal abuse from a customer.
• Workers experienced an increase in the frequency of verbal abuse over a sustained period of time, rather than just isolated events. Of those who experienced verbal abuse, 76% experienced it on a more regular basis (monthly, weekly, daily) compared with 54% in 2021.
• 10% of respondents experienced customer abuse online, double the results of the 2021 survey (4.75%).
• Supervisors and managers experienced more verbal and physical abuse and violence (95.5% and 19.5%) and with greater frequency when compared to all workers and were more often spat on (13.5%).

These legislative actions will complement existing efforts by the government to strengthen anti-vilification laws, as 24% of workers reported instances of abuse were linked to the worker's ethnicity, race, or cultural background.

A clear message

Premier Allan emphasised that these laws will convey a clear message that assaulting or abusing workers is unacceptable and will be met with consequences.

“These new laws will send a powerful message: if you think you can get away with assaulting or abusing these workers – you’re wrong and you will face the consequences.”

Attorney-General Jaclyn Symes echoed this sentiment, expressing disappointment that legislation is necessary:

“It’s disappointing that we have to legislate against this – but clearly too many people think it’s ok to intimidate and harass customer service workers. People must be safe at work from abuse – we’ll do everything we can to ensure this.”

‍

‍

Sources

No One Deserves A Serve:Survey Report 2023 by SDA, August, 2023.

New Laws To Keep Workers Safe From Assault And Abuse by Premier of Victoria, 18th May, 2024.

‍