The International Labour Organization (ILO) is calling for stronger efforts to prevent violence and harassment in retail workplaces, including abuse directed at employees by customers and other third parties.
The recommendations follow a technical meeting held in Geneva from 28 September to 2 October 2026, where representatives of governments, employers and workers agreed on conclusions to strengthen occupational safety and health across the retail sector.
The conclusions call on employers’ and workers’ organisations to support their members in preventing and addressing workplace violence and harassment, according to their responsibilities and capacity. Suggested measures include practical guidance, reporting channels and support mechanisms for affected workers.
The recommendations also emphasise the importance of promoting dignity and respect in interactions between customers and retail employees.
Retail Workers Face Safety Risks
Violence and harassment remain concerns for retail employees, particularly those working in customer-facing roles or environments where theft, threats and confrontations can occur.
Data from Australian retailers using the Auror crime-reporting platform showed a 66% year-on-year increase in retail crime incidents involving weapons in 2024. Recorded violent or serious incidents rose by 30%, while threatening events increased by 39%, according to the Australian Retail Council.
In New Zealand, Retail NZ reported that its survey respondents, representing more than 1,500 stores, recorded 140,746 incidents of retail crime or antisocial behaviour in 2023–24.
These figures reflect specific national reporting systems and survey data, rather than a single globally comparable measure of retail workplace violence. However, they illustrate the safety challenges reported by retailers in different markets.
ILO Highlights Workplace and Psychosocial Risks
The ILO conclusions recognise that retail employees may face risks linked to customer interactions, retail crime, working alone or late at night, cash handling, deliveries and online communications.
The effects can extend beyond physical injury. Violence, harassment and the threat of abuse can also contribute to psychosocial risks, affecting employees’ wellbeing and their sense of safety at work.
The conclusions call for these risks to be considered in national occupational safety and health frameworks and in workplace risk-management practices.
Technology can support prevention, emergency response and incident reporting. However, the ILO also cautions that technology may introduce or intensify other workplace safety risks, making appropriate safeguards important.
What This Means for HR Teams
For HR professionals and retail employers, the recommendations reinforce the importance of treating employee safety as part of everyday workplace management.
Practical steps include:
- Establish clear reporting procedures: Make it easy for employees to report threats, abuse and other safety incidents without fear of being ignored or blamed.
- Prepare managers to respond: Train supervisors to recognise risks, respond to incidents and support affected employees.
- Review workplace risks: Consider staffing levels, lone working, late-night shifts, cash handling and other situations that may expose employees to harm.
- Provide appropriate support: Ensure employees affected by workplace violence can access relevant assistance and follow-up.
- Use technology responsibly: Consider tools that support emergency response and reporting while protecting employee privacy and addressing potential risks.
These are practical HR considerations aligned with the issues raised in the ILO conclusions, rather than a list of new legal requirements introduced by the meeting.
What Happens Next?
The conclusions adopted at the ILO technical meeting will be submitted to the organisation’s 359th Session of the Governing Body in March 2027 for consideration.
For HR leaders, the discussion puts renewed focus on the need to prevent workplace violence, strengthen reporting and response procedures, and create safer working conditions for retail employees.
Source: International Labour Organization (ILO), ILO meeting agrees on action to strengthen safety and health in retail
