Protecting Retail Workers: NSW Businesses Could Gain Greater Power to Ban Abusive Customers

NSW retailers could soon have stronger powers to protect frontline workers from violent and abusive customers under proposed new legislation. The Minns Government plans to introduce Workplace Protection Orders (WPOs), allowing businesses to seek court orders against individuals who threaten, intimidate or assault retail staff. The orders could prevent repeat offenders from entering stores, contacting workers or possessing weapons. Breaching an order could result in up to two years in prison, a $5,500 fine, or both. The Australian Association of Convenience Stores (AACS) has welcomed the proposal, highlighting growing concerns over abuse and violence against retail workers. AACS CEO Theo Foukkare said a small group of repeat offenders were responsible for targeting retailers, creating unsafe environments for frontline staff. He noted that convenience stores employ around 80,000 frontline workers nationally, including 25,000 in NSW.

Targeting Repeat Offenders

The proposed orders would apply to individuals aged 14 and over where there are reasonable grounds to believe stalking, intimidation or violent behaviour will continue. Foukkare stressed that the measures are designed to address serious and repeated threats, rather than minor shoplifting incidents. However, he warned that banning offenders from individual stores could simply shift the problem to neighbouring retailers. Broader protections across shopping centres and multiple businesses may help address this challenge.

A Stronger Focus on Retail Worker Safety

The proposal follows growing concerns about retail workplace violence. A 2025 survey by the Shop, Distributive and Allied Employees’ Association found that 88% of surveyed retail workers had experienced verbal abuse, while 25% reported physical violence. The NSW Government says the proposed legislation builds on existing measures to strengthen penalties for assaults against retail workers. If passed, the new scheme is expected to take effect within 12 months, initially covering retail workplaces, with potential expansion to other public-facing industries. For retailers, the proposed changes represent another step towards safer workplaces and stronger protection for employees facing threatening and abusive behaviour.