Retail Crime: The Health and Safety Crisis in Customer-Facing Environments

About this Webinar

Join us for a compelling webinar where we explore the growing issue of retail crime and its far-reaching effects on employee safety, mental health, and overall wellbeing. Retail crime is now reported to cost the industry a staggering $7.79 billion in Australia and $2.6 billion in New Zealand annually, and businesses are feeling the strain. In this session, we’ll examine how criminal acts—ranging from physical assaults to psychological trauma—are creating an emerging health and safety crisis in retail environments.

Through the lens of Bank of New Zealand (BNZ), we’ll uncover the unique challenges large organisations face in managing safety risks across multiple locations. BNZ’s Head of Protective Services, Lisa White, is an expert who is actively working on the front lines of employee and customer safety, with a strong understanding of retail crime. With her extensive background in safety leadership and wellbeing, she’ll share valuable insights on how the bank responds to increasing aggression and crime within its branches, highlighting both physical safety measures and mental health strategies that support staff.

We will explore actionable strategies like:

-Training to enhance staff preparedness
-De-escalation Techniques to defuse tension
- Rethinking Branch Layouts to minimise safety risks

This session will focus not only on the physical risks of retail crime but also address the often-overlooked psycho-social effects that can impact employees, their families, and local communities.

Finally, we'll look at where retail crime prevention is headed and how businesses can support employee wellbeing long term.

Who will benefit

This webinar is designed for retail managers, board members, WHS professionals, security teams, C-suite executives, and business leaders who are committed to creating a safer, more supportive work environment. If you are facing the growing challenges of retail crime and are looking for fresh, practical solutions to protect your staff and improve their wellbeing, this session will provide the insights and strategies you need.

Key Talking Points

• The Growing Threat: Physical and Psychological Violence in Retail Environments: Lisa White, BNZ’s Head of Protective Services will discuss the rise in both physical and psychological violence in customer-facing workplaces. With incidents of aggression escalating into violent confrontations and verbal abuse, BNZ has witnessed the significant toll on employee health and morale. Real-life examples will highlight the increasing challenges faced in high-risk environments such as bank branches.
• The Hidden Costs: Psycho-Social Impact on Employees: Retail crime affects more than just profits; it has a profound impact on employee mental health. We’ll explore how psychological trauma—such as verbal abuse and the stress of violent incidents—often goes unaddressed, leading to burnout, absenteeism, and higher turnover. This session will provide actionable steps for fostering a supportive safety culture and addressing mental health in the workplace.
• Looking Ahead: Long-Term Support for Employee Wellbeing: With retail crime set to increase, this session will explore strategies to safeguard employees' long-term wellbeing. Lisa White will discuss mental health support options, such as counselling services and employee assistance programmes, to ensure continued care for employees in the face of rising crime.