Retail workers’ union supports calls for stronger protections for shop workers, but say employers need to play their part too

Sunday 17 November 2024

Mandate Trade Union has welcomed calls from retail bodies for greater protections for shop workers who face abuse, harassment or assault. However, the Union, representing more than 20,000 workers in the sector, says employers have a greater role to play in protecting staff and ensuring their safety.

The Stop Crime Against Retailers campaign – which is supporter by Supervalu, Eurospar, Mace, Centra, Londis and Costcutter, among other outlets – is seeking mandatory jail sentences or ASBOs for those who abuse, harass or assault staff. They are also seeking a local retail crime hotline, changes to defamation laws so shop workers can ask if someone has paid for goods, and more Garda presence on the ground in retail areas.

Mandate said these provisions from Government are part of the solution, but much more is needed.

Mandate has called for abuse and assaults to be categorised as a standalone offence for more than five years now, and we maintain that call. Other frontline workers have those protections so shop workers should have them too.

Mandate members regularly tell the union that many retailers underinvest in security which puts the responsibility on shop workers to police the store. Often this is expected from female workers with no training leading to confrontations which the shop worker is ill-equipped to handle.

When Mandate surveyed our members previously, 78 percent said they did not believe their employer was doing enough to protect them.

Furthermore, shop workers have previously called on employers to provide mental health supports for workers who have experienced abuse or assaults and nine times out of ten this has been refused.

One Mandate member who wished to remain anonymous said:

“Depending on how it is affecting the employee, employers should provide medical and counselling services and also have a ‘right to refuse’ sign displayed letting customers know the policy.”

Another Mandate member explained how the “customer is always right” policy has a negative impact in the workplace:

“We should be allowed to answer back reasonably to customers without being afraid of being hauled to the office if we get a complaint.”

Solutions identified by Mandate members and shop workers include:

• Employers to provide training on how to handle abusive situations.
• Employers provide counselling for those who have experienced abuse.
• Employers to provide more in-store security – including extending security staff hours to include dangerous times of the day.
• Managers should not always take the customers side as a default position.
• Prominently display no tolerance to abuse signs – and implement the policy.
• Clearer basic information on refunds and sale policies so the employee is not isolated when implementing the company’s demands.

Abuse isn’t part of the job.

We all have a role, as customers, as employers and as politicians to ensure shop workers are protected. Retail employers and the incoming Government must play their part and provide a safe and secure employment for all workers in the state.