Psychosocial hazards have become an increasingly important workplace issue for employers – but what do those risks actually look like inside an independent retail business?
To better understand the pressures being experienced on the frontline, MGA partnered with Reset Wellness to undertake a national psychosocial risk survey across the independent retail sector.
More than 500 people participated across six states and territories and five retail banners, with 67.1% of responses coming directly from floor staff.
The results provide an important snapshot of the pressures facing retail teams – and, importantly, where employers may have opportunities to strengthen their systems, training and support.
Five areas stood out
The survey identified five key risk themes: staffing and workload, customer aggression, leadership and recognition, communication quality, and recovery and wellbeing.
Among the findings:
- 57.9% had experienced aggressive customer behaviour in the previous month;
- 18.6% were experiencing customer aggression weekly or more frequently;
- only 40.7% felt valued for their work;
- only 47.9% felt safe speaking up when something was wrong;
- 43.1% reported being unable to switch off from work outside hours; and
- 23.4% reported high or very high levels of stress.
There were positives too. 90.2% understood how their role contributes to the business, providing a strong foundation for employers to build upon.
Customer aggression is more than an occasional incident
One of the clearest findings was the prevalence of customer aggression.
Almost six in ten respondents had experienced aggressive customer behaviour during the previous month, with the survey finding the issue was particularly acute in liquor and front-of-store roles.
The comments from frontline workers also highlighted what employees want from their employers: clearer responses to repeat aggressive customers, greater security and support, and more practical conflict resolution training.
For employers, the findings reinforce that managing psychosocial hazards isn’t simply about having a policy on file. Businesses need practical ways to identify risks, consult their people, implement appropriate controls, train their teams and review whether those measures are actually working.
Turning the findings into action
Rather than allowing the survey to become another report highlighting a problem, MGA has worked with Reset Wellness to develop a practical response based directly on what the research identified.
The MGA Frontline Safety and Performance Program provides businesses with a structured process to identify and address psychosocial hazards within their workplace.
The program follows a six-stage framework that helps businesses identify relevant hazards and current arrangements, consult workers, assess priority areas, implement practical controls, train and communicate with managers and employees, and document and review the actions taken.
Participating businesses receive a practical toolkit including on-demand learning for staff and team leaders, a customer aggression response procedure, worker consultation template, facilitated toolbox talk resources, a live member webinar and Q&A, an editable incident and near-miss register and a quarterly store manager review checklist.
The program includes a guided 30-day implementation pathway, helping businesses move beyond awareness and establish a documented prevention process within their workplace.
Become a Foundation Store
MGA is now seeking an initial group of independent retailers to become Foundation Stores of the program.
Foundation Stores will be among the first businesses to implement the program and will have the opportunity to provide feedback that helps shape its future delivery across the independent retail sector.
An introductory MGA member rate of $399 per store is available for the Foundation Store cohort. Registering an expression of interest does not require immediate payment, with businesses contacted to confirm participation before the program commences.
The survey has given us a clearer picture of where the risks are. The next step is helping independent retailers put practical measures in place to address them.
