WA trial strengthens case for responsible suspect matching technology to protect retail workers

The Australian Retail Council (ARC) says Western Australia’s operational trial of live facial recognition technology is an encouraging step towards the responsible use of suspect matching technology, with the potential to help protect frontline retail workers and customers from known, high-harm repeat offenders.

The development comes as retail workers continue to face unacceptable levels of violence and abuse across Australia.

• Around 800,000 retail crime incidents were recorded across Australia in 2024
• One in five retail crime events involve threats, aggression, intimidation, harassment or other serious behaviours
• Just 10 per cent of offenders are responsible for around 60 per cent of all retail crime incidents, with repeat offenders up to four times more likely to be violent

Independent national polling commissioned by the Australian Retail Council shows Australians strongly support the targeted use of suspect matching technology in situations involving genuine safety risks.

• 81 per cent support its use to identify individuals who have previously threatened retail staff with a weapon
• 80 per cent support its use to identify people who have physically assaulted retail workers or customers
• 76 per cent believe it would help retail workers feel safer at work
• 86 per cent believe it would help police identify and prosecute offenders

Retailers are keen to see the practical lessons from the WA trial extended to responsible suspect matching technology in retail settings, ultimately leading to a nationally consistent framework that can be adopted across Australian retail locations.

ARC Chief Executive Officer Chris Rodwell welcomed Western Australia’s continued leadership in tackling retail crime.

“Western Australia should be commended for taking a proactive approach to protecting retail workers. Stronger penalties for assaults on retail workers, the introduction of legislation to establish Retail Barring Orders and now the trial of suspect matching technology recognise that protecting frontline workers requires a range of practical measures,” said Mr Rodwell.

“Retail workers are being threatened, abused and assaulted every day. They deserve access to every responsible tool available to help keep them safe.

“Suspect matching technology isn’t about tracking shoppers or building databases of customers. It’s only about identifying a small group of known, high-harm repeat offenders responsible for a disproportionate amount of retail crime before another retail worker gets hurt.

The safeguards underpinning the WA Police trial closely reflect the responsible approach the retail industry has consistently advocated. The same safeguards should guide the responsible use of suspect matching technology in stores, shopping centres and supermarkets.

Responsible deployment and strong privacy protections are not competing objectives. They go hand in hand.

“We want to work constructively with the Office of the Australian Information Commissioner, governments, unions and community representatives to develop a clear national framework that gives retailers, workers and the community confidence about how suspect matching technology should be used.

“Every retail worker deserves to finish their shift and return home safely, every day. Technology won’t solve retail crime on its own, but used responsibly it can become another important tool in preventing violence before it occurs.”