Voices from the Frontline
Retail workers across Victoria are facing an alarming reality—violence, threats, and theft have become disturbingly common in their workplaces.
These crimes are leaving lasting emotional and physical scars on those behind the counters and registers. With retail crime on the rise, the true cost is being felt most deeply by workers, who face fear, stress, and even trauma as part of their daily routine.
Many of these crimes are not random; they are carried out by repeat offenders and organised retail crime groups.
As these firsthand accounts reveal, the rising tide of retail crime is creating an unsafe environment for employees and customers alike.
The Emotional Toll
For Jasmine, a 22-year-old supermarket employee, theft has become so routine that she can predict when certain offenders will walk through the doors.
“Every Thursday, the same group comes in, fills a trolley with items, and forces their way out. Staff members have been instructed not to intervene—because it’s not safe. Since it has been going on for so long, we recognise them now and have even given them a nickname: the ‘Thursday Night Family.’ But knowing what’s about to happen, doesn’t make it easier,” she explains.
One night, a member of the group made a direct threat against her, even though she hadn’t attempted to stop them. “That moment stuck with me. Now, every time they walk through the doors, my chest tightens. People think working in retail is easy, but my fear of being threatened or attacked is real.”
“It’s Just Part of the Job…”
Liam, a 19-year-old cashier, had heard stories from his coworkers about retail crime, but he never expected to experience it firsthand.
“One moment, I was scanning a customer’s items, and the next, someone was screaming in my face while shoving armfuls of stock past me. They even spat at me,” he recalls.
What shocked him most wasn’t the incident itself but the reaction of his coworkers. “When I told them what happened, they just shrugged and said, ‘It’s part of the job.’ That hit me harder than the incident itself, I was thinking, when did this become normal?”
Another colleague later told him that he would eventually “get used to it.” But Liam refuses to accept that. “I don’t want to get used to it. This shouldn’t be normal.”
The Risk of Escalation
For some retail workers, theft doesn’t just stop at stolen goods—it can quickly turn violent. Ben, 19, was working a shift with his younger brother when they noticed a man slipping a few items into his bag.
“We had seen him a few times before, taking small things, but we never thought he would become so aggressive,” Ben says.
One night, the situation took a terrifying turn. “Before we could do anything, the guy pulled out a knife and waved it right in my brother’s face, screaming at him. We were both so scared. My brother quit straight away after that shift, and I don’t blame him.”
Now, every time Ben steps into the store, he wonders what could have happened that night. “No teenager should have to face a knife at work.”
Fear Doesn’t Clock Off
Retail crime doesn’t just affect workers on the job—it follows them home. Sophie, a 29-year-old store supervisor, was shoved to the ground during a theft. Though, she wasn’t seriously injured, the experience haunted her.
“I couldn’t stop replaying it in my mind. I would constantly ask myself and think: What if they had a weapon? What if it had been worse?” she says.
She didn’t realise how much it was affecting her until her partner noticed a change in her behaviour. “My partner was heartbroken—not just by what happened, but by how common these experiences had become.”
Sophie’s story is not unique. Many retail workers carry the weight of these experiences long after their shifts end, affecting their mental health and personal relationships.
- If it is an emergency, or you need immediate police or medical assistance, please call 000!
Retail crime is not victimless. It affects workers, their families, and the broader community. By standing together and reporting what you know about retail crime, the community can help protect those on the frontlines and create safer shopping environments for all. If you see something. Say something.
Report what you know – If you have information about offenders, including their names, locations, licence plate details, where the stolen goods are being held, and any information about the receivers of stolen goods, you can report it anonymously to Crime Stoppers Victoria by calling 1800 333 000 or submitting an report online at crimestoppersvic.com.au
Retail Crime Resources
The ‘Retail Crime Costs Us All’ campaign targets repeat offenders involved in organised retail crime, who steal to resell and fund further criminal activity. Our goal is to hold them accountable and protect young retail workers from abuse.
If you’re struggling with the cost of living, support is available. Go to Foodbank and SecondBite
if you need assistance.
