The study by the Queensland University of Technology comes amid concerns about increased aggression towards staff
A new study on the use of body cameras has revealed concerns about privacy and the risk of inflaming already difficult situations.
Researchers from the Queensland University of Technology (QUT) reviewed studies on the use of body-worn cameras (BWC) in policing and corrective service and looked at how the findings could be applied to the retail sector.
Retail and marketing expert Professor Gary Mortimer, who led the research, said he was "surprised" there was no peer-reviewed research on body camera use in the retail or services sector, given increased in use by major retailers in response to aggressive behaviour towards staff.
“While there is widespread community support for BWCs, privacy concerns also remain a significant issue,” Mortimer said in a statement.
The research found that customers who supported the use of body cameras saw them as a way to ensure accountability and compliance, while those opposed were concerned about privacy and misuse of footage.
Several positive themes emerged from existing studies on body cameras, such as reduced acts of aggression, reduced complaint behaviour, increased compliance, and reduced theft, according to the study.
"Our analysis found that BWCs may lead to a 40 per cent reduction in complaints, but mixed results on aggression were noted in the literature,” Mortimer said.
“On one hand, there was no effect at all. Other studies found a decline in abuse and aggression, but in worse-case scenarios, ‘back-firing’ effects were noted.
“Simply, there was a risk that turning on a BWC could potentially inflame an already tense situation.”
Retail workers' responses to cameras were mixed, with some reporting feeling safer and cameras helping to build better customer relationships.
But according to the study, there was research noting that the use of BWCs can limit an employee's ability to use their discretion during an interaction, as well as hinder their ability to build rapport.
"Negative perceptions toward the use of BWC were also driven by the belief recorded footage may be used by supervisors to identify minor breaches in procedures during interactions leading to disciplinary consequences," the study said.
In 2024, Australia recorded a 66% year-on-year increase in retail crime involving weapons, as well as a 39% increase in threatening events last year, according to the Australian Retailers Association.
Findings from Motorola Solutions' report last year revealed that 54% of retail employees in Australia and New Zealand said body cameras would make them feel safer.
They said these tools can be a deterrent to aggressive or criminal behaviour in stores (47%) and can help stores gather evidence to support investigations (66%).
In a statement in 2023, the Shop, Distributive and Allied Employees' Association (SDA) also welcomed the use of BWCs to protect employees from customer abuse.
"While the SDA welcomes the use of body cameras - our message remains clear: No One Deserves A Serve. And we'll continue to fight to eliminate customer abuse and violence from your workplaces," it said on Facebook, in response to Bunnings' implementation of BWCs in 2023.
The Australian government has also taken steps to protect frontline employees from retail crime, with a number of states introducing tougher penalties for people who assault or abuse retail workers this year.
