Intersport Mildura is located on one of north-west Victoria’s busiest streets, yet customers are required to ring a doorbell if they want to enter through the front entrance.
It is one of the many measures businesses in Mildura have had to implement to curb the rising rate of retail crime in the area.
The Victorian Chamber of Commerce and Industry (VCCI) has revealed more than 90 per cent of employers in the state are worried about staff safety.
A VCCI survey of more than 1,400 businesses found one in two companies were dealing with crime and antisocial behaviour every week, with 15 per cent reporting daily incidents.
Intersport owner Mark O’Donnell said shutting the door helped make customers and staff feel safer.
“We don’t want [customers] leaving the shop feeling really uncomfortable because our staff were distracted watching someone trying to steal at the same time they’re trying to organise getting something for sales,” he said.
Last month, the sports store’s employees were involved in an incident with a customer, where two staff members required medical attention.
Mark O’Donnell says staff and customer safety is paramount. (ABC News: Nethma Dandeniya)
Mr O’Donnell said it was an unfortunate situation, but the staff members were safe and well.
He said the store had cameras and security tags and staff were all trained to deal with dangerous situations, but extra security measures came at a cost to the business.Â
He said customers could access a rear door, which staff could better monitor.
“We are a small business and we have to stay in business. I can’t afford to have security guards at doors. I can’t afford to have all these other measures in place,” he said.
“It is a day-to-day process to survive with all these extra measures you have to have in your business.”
Costly security measures
At nearby Deakin Motorcycles, owner Timothy Harrison said the business had been the target of several thefts in recent years.
He said the business had spent about $40,000 improving security.
“We’ve had to put bars through all the windows to stop them from breaking windows and wheeling bikes out,” Mr Harrison said.
“We do have cameras and things like that, but they don’t seem to offer much assistance to us.”
Deakin Motorcycles installed metal bars along its shop window to deter criminals. (ABC Mildura Swan Hill: Sarah Buchecker)
Mr Harrison said he would need to employ more staff to prevent small thefts occurring, but as a small business it couldn’t afford the extra expense.
“We had an incident just recently where a young fellow was trying to force the door at the front there. He [was] just kicking into it and putting his hip and shoulder into it to try to break the lock, and actually broke the glass,” he said.
“They didn’t get into the shop, but that’s $1000 just for him to break the glass and wander off. Things like that are another expense.
“Unfortunately, this industry doesn’t have a lot of margin in its profit, so [theft] does impact us a fair amount and we can’t absorb those costs.”
Mildura a ‘hot spot’ for retail crime
According to the Crime Statistics Agency, in the 2024/25 financial year there were 927 incidents of retail crime in Mildura, up 24 per cent from the previous year’s total of 745.
In the same period, retail theft increased from 357 offences to 506, a 41 per cent increase in the past year and a 143 per cent increase since 2020.
Ritchies CEO and director Fred Harrison told ABC Victorian Statewide Mornings his Sunraysia stores were among the worst hit by retail crime in his company.
“Sunraysia has been a difficult area for us … we have a guard in our store most days,” he said.
“We have seen our staff subject to some of these threats, abuse and issues.”
Ritchies’ Mildura stores are experiencing worse rates of retail crime post COVID. (ABC News: Nethma Dandeniya)
He said incidents were occurring at least once a week and staff had been victim to both verbal and physical abuse.
“We are seeing an enormous amount of customer aggression [and] violence,” he said.
“It’s not always against our staff, sometimes it’s customer vs customer and it’s sometimes little trivial things that just seem to make people snap.”
Bunnings Mildura complex manager Joe Miceli said retail theft at the business was increasing and had jumped dramatically in the past two years, alongside an “escalation” of aggressive customer behaviour.
He said the store gets targeted multiple times a day.
Joe Miceli says Bunnings staff are trained to deal with aggressive customers. (ABC News: Nethma Dandeniya)
Mildura Police Inspector Dave Barry said retail theft was the one of the highest increasing crime categories across the state.
“One of the key differences for us [in Mildura] is it has a bigger impact on the community,” Inspector Barry said.
“It’s bad and it needs to be addressed. It can’t be tolerated and allowed to go on to have that sort of impact.”
Retailers around Mildura have signs to help deter criminal activity. (ABC News: Sarah Buchecker)
He said retail crime also had a “huge impact” on young staff.
“[Parents] really start to second-guess whether they’ll put them into those types of occupations,” Inspector Barry said.
“It’s turning them off [retail jobs] … it really impacts those businesses that rely on those kids to fill those part-time or retail jobs.
“So, for the viability and the economy of Mildura, it can have a huge impact.”
Inspector Barry said cost of living was a major contributor to the current crime trends.
Hope for new laws
Earlier this month, as a part of its crime crackdown, the Victorian Allan government introduced new laws aimed at protecting workers in service jobs.
Under the proposed laws, assaulting or threatening to assault a worker in hospitality, retail, fast food or transport will carry a penalty of up to five years in jail.
Fred Harrison says thieves currently only receive a slap on the wrist. (ABC News: Timothy Ailwood)
Verbal threats and intimidation will also carry a penalty of up to six months behind bars.
Mr Harrison said retailers had been calling for tougher laws for nearly two years now and hoped the proposed laws would help deter criminals.
“Right now, there is nothing more than a slap on the wrist if you’re apprehended,” he said.
“I think the fact that there’s potentially five years jail or longer, that will go a long way — I believe — to reducing the number of instances.”