This report reveals that the Australian retail industry is under pressure with unacceptable psychosocial risks –from understaffing to excessive workloads, poor workplace change management and increased customer abuse – placing workers at very high risk of harm. Based on a survey of more than 11,000 retail workers across nine sectors, it found that inadequate staffing was the number one hazard across the sector, followed by other major risks including customer aggression, work overload, low job control and poor change management. The report proposes a 5-point plan for promoting psychosocial safety.

Key findings

• 77% of workers are at high risk of harm from psychosocial hazards
• 72% report burnout – twice the rate across other industries
• 58% report very low wellbeing
• 54% are dissatisfied with their job
• Only 6% would recommend their workplace to others.

5-point plan

1. Safe staffing levels – enough workers with the right skills to do the job safely, with adequate hours and coverage at peak times or when staff are absent.
2. Sustainable workloads – realistic task expectations, with technology used to support workers, not intensify their workload.
3. Support for frontline workers – proper training, clear role expectations, effective supervision and proactive responses to customer abuse.
4. Consultation on workplace change – genuine engagement with workers and their union before changes are made, backed by thorough risk assessments.
5. Collaborative work design – involving workers in the design of new technologies, processes and layouts to ensure changes improve jobs rather than undermine them.