The largest rise? Victoria, with a rise of nearly 30 per cent, followed by Tasmania, which had an 11 per cent increase. NSW had an increase of 1 per cent from 2023.
The Australian Financial Review has run a series of stories about the extent of the mayhem, calling shoplifting the crime of the nation. And sure, stores have a responsibility to their stakeholders. I’d argue they also have a responsibility to customers.
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Griffith University’s Michael Townsley found almost two per cent of turnover was lost in the 2024 financial year in Australia, costing $7.79 billion. Townsley, Australia’s expert on shoplifting, tells me that when self-checkouts were introduced, it was meant to be a win-win for retailers. Fewer staff and shoppers giving their labour for free.
“But they’ve turned out to be lose-lose,” he says. Why? It’s easier to steal using self-checkout. That explains why most times, there is some kid watching. Creepy. If supermarkets want to surveil you, they’d better do it properly. Townsley says retailers are getting better at detection.
When I send Karellas Group a second – maybe third – email asking for more information, I get a teaspoon of sorry and: “We’ll come back with you once we’ve investigated.” I don’t tell them which store because all I want to know is if this behaviour is policy.
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A few days later, I get a call from a bloke who tells me he is responsible for all the stores. He asks me not to use his name. He claims this behaviour was not store policy. Weird, I say. It also happened to one of my kids (with two kids and a stroller) a couple of weeks later. He says he’s surprised.
Townsley of Griffith University says store managers have discretion – some looser, some more draconian. Perhaps my local supermarket is experiencing high losses. I suggest to the bloke who rang me that perhaps he should hire more staff, and he goes: “What? More staff?”
Yes, enough staff to fix the terminals. Enough people to have proper checkouts staffed at all hours of the day and night. Enough people who can treat customers with respect. I suggest that it’s not safe for staff to confront individuals (I look harmless, but I can swing a 28kg kettlebell).
Build safety and security into design. Employ more staff even if it tightens your margins. Townsley says burglaries are down, too high risk – and shoplifting is up, partly because shopping chains seem faceless. Can’t tell who you are hurting. The rates of shoplifting won’t be stopped one customer at a time – and getting your staff to confront individuals isn’t safe for them or safe for my blood pressure.
Jenna Price is a regular columnist.
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