Even before Covid there was an epidemic of retail violence and abuse – one that had been getting progressively worse with each passing year. 

Shop-worker-in-mask

By the start of 2020, there were over 450 incidents of violence and abuse every day, a 7% rise on the previous year. And like so many issues, the pandemic made the situation much worse.

Since the start of the pandemic, the number of incidents has skyrocketed. One retailer reported a 600% increase in incidents, and they are not alone. 

I regularly hear the shocking stories of shopworkers being spat at or intimidated with weapons, call centre workers being threatened and delivery drivers being racially abused.

And all for trying to keep the public safe – asking people to wear face coverings, to socially distance or for ID. It is no wonder that so many retailers have put a focus on de-escalation training for their staff.

If the government wants shopworkers to be gatekeepers then they must provide better protection for them in law

If the government wants shopworkers to be gatekeepers – for age-restricted items like alcohol and knives, and for safe customer behaviour in a pandemic – then they must provide better protection for them in law

The Home Affairs Select Committee agrees, recently concluding that a new criminal offence is needed to protect retail workers from a “shocking upsurge in violence and abuse”. 

Fifty-five MPs, from all political backgrounds in Westminster, signed the BRC’s Shopworkers’ Protection Pledge, promising to support legislation to better protect retail workers. 

North of the border, the Scottish Parliament recently enacted Daniel Johnson MSP’s Protection of Workers Bill, which creates a specific, new criminal offence of assaulting or threatening a retail worker.

This means our shopworkers are better protected in Dumfries than 30 miles south in Carlisle. That can’t be right. 

A call for action

One hundred retail chief executives wrote to the prime minister last Friday urging him to act. They were calling for the government to back an amendment to the Police, Crime, Sentencing and Courts Bill that would have created tougher sentences for violence or abuse of retail workers. 

While none of the amendments passed it was really encouraging to hear two government ministers – Victoria Atkins, the minister for safeguarding, and Robert Buckland, the justice secretary – acknowledge concerns about rising violence and abuse against retail workers and commit to bringing forward a government amendment to address these concerns when the Bill reaches the Lords. 

While there is still some way to go, this was a positive outcome for the industry and reflects the hard work in recent years of the BRC and many of our members in shining a light on this issue. 

We cannot allow colleagues to be put in the firing line because of this change in government policy

Many retailers are concerned that the easing of restrictions from July 19 could provide further flashpoints for violence and abuse. To combat this, government messaging needs to be clear and consistent so that people understand what’s expected of them. 

The public clearly has a part to play too – while the pandemic has been hard on everyone, we all have a responsibility to be kind and considerate to shop staff and fellow customers alike, and allow others to make their own personal choices. We cannot allow colleagues to be put in the firing line because of this change in government policy. 

Tackling violence and abuse in retail is one of the highest priorities for both retailers and the BRC. Our colleagues have played a vital role during the pandemic, keeping customers safe and ensuring we all can access the products and services we need. 

Now is the time to give them the protection they deserve.