Customer abuse and violence is not a part of the job and there’s no excuse for this kind of behaviour – no matter what time of year it is.
It doesn’t matter if it’s physical violence, swearing, yelling or spitting – customer abuse should never be tolerated by you or your employer.
But our latest survey has found that customer abuse is still having a serious impact on workers, with 1 in 4 workers facing physical violence at work.
Here are the key findings from our 2026 Customer Abuse Survey
- 34% of SDA members do not feel safe at work, with a further 28% unsure
- 88% have experienced verbal abuse in the past year.
- 25% have faced physical violence—double the rate from 2023
- 19% reported sexual harassment (up from 17% in 2023)
- 11% experienced online abuse, and 10% have been spat on
- 31% faced abuse related to ethnicity, race, or cultural background (up from 24%)
- o 59% have been abused by the same customer more than once
What the SDA is Doing to Stop Customer Abuse
In South Australia, the SDA delivered stronger protections to give employers and workers the ability to ban repeatedly abusive and threatening customers from their workplace. But there is much more to be done.
The SDA is committed to making your workplace safer and there isn’t an quick fix to this issue – it needs ongoing action across the industry, government and the community. Here’s what we’ve done and continue to do:
- No One Deserves A Serve campaign: Ongoing national campaign raising awareness and demanding respect for retail and fast food workers.
- Lobbying for stronger laws: Advocating for tougher penalties for customer abuse and violence in every state and territory including Workplace Protection Orders to stop repeat offenders
- Pushing for better store policies: Working with employers to improve incident reporting, ban abusive customers, and increase security measures.
- Providing support and resources: The SDA is here to support you when incidents happen at work.
- Highlighting the issue in the media: Sharing your stories to keep public attention on the need for change.
Your feedback drives our campaigns and negotiations with employers. Together, we will keep fighting for safer, fairer workplaces for all SDA members.
Reporting Incidents During the Festive Season
As we head into the busy Christmas and holiday period, it’s more important than ever to report any incidents of customer abuse or violence. Even when stores are busy, please make sure you report every incident—no matter how small.
Reporting creates a record of what’s happening, helps make stores safer, and ensures action can be taken by your employer and the SDA.
- Follow your company’s reporting process or contact the SDA for advice and support.
- Don’t ignore incidents—report them as soon as possible, even if you’re busy.
- Why report? It provides clear data to show the scale of the problem, helps drive stronger protections, and ensures you get the support you need.