Theo Foukkare, CEO of the Australian Association of Convenience Stores (AACS), discusses the impact of retail crime in the P&C channel.
From heightened customer aggression to an increase in retail and fuel theft, the P&C channel is at the forefront of an alarming trend.
Foukkare calls the rise in aggressive behaviour and theft, including shoplifting, aggravated burglaries, and fuel drive-offs, as one of the most pressing concerns for AACS members.
C&I: What are the most prevalent types of retail crime currently affecting AACS members, and how have these trends changed in recent years?
Foukkare: The most pressing concern among AACS members today is the rise in theft and aggressive behaviour, particularly relating to shoplifting, aggravated burglaries, and fuel drive-offs. Over the past few years, we have seen these crimes evolve from petty theft to more organised and brazen incidents, where offenders show little concern for consequences.
Unfortunately, there has been a noticeable increase in violent incidents where staff and customers are put at risk.
C&I: How significant is the impact of retail crime on the P&C channel, both in terms of financial losses and broader operational challenges?
Foukkare: Retail crime has a significant impact on our industry. Beyond the obvious financial losses, which runs into the tens of millions annually for the industry, the mental and emotional toll on staff and the operational disruptions are equally damaging.
We are seeing our retail members forced to invest in expensive security measures, and the need for increased vigilance can significantly affect the day-to-day running of their stores. This is also being supported through ongoing training and mental support programs to ensure the safety and ongoing wellbeing of teams.
C&I: Are there specific regions or types of stores that are more vulnerable to crime? If so, why?
Foukkare: Yes, stores in high-traffic urban areas and those near major highways tend to be targeted more, especially to fuel drive-offs. We also see more incidents in stores located in areas where social and economic challenges are prevalent. The nature of convenience stores – offering easy access and often being open late or 24 hours a day – makes them a frequent target.
We have seen an explosion in aggravated burglaries with the use of different weapons often being committed by young offenders in Victoria, Southeast QLD, North QLD, and WA, however these issues are becoming more frequent everywhere.
C&I: How do retail crime rates in Australia compare to those in other countries, and what can we learn from international approaches to combating retail crime?
Foukkare: Australia’s rates of retail crime, especially in the P&C sector, are unfortunately in line with global trends, though we are seeing specific spikes in particular types of crimes like fuel theft, violent shoplifting, and tobacco theft. Internationally, countries like the UK and the US have implemented several types of strong deterrent programs, including advanced surveillance technologies and stricter penalties, from which we could learn.
These deterrent programs are either being implemented or reviewed now by Australian retailers given the increasing nature of incidents.
C&I: What are some of the most effective strategies that retailers have implemented to prevent and reduce crime?
Foukkare: We have seen some good success when retailers invest in strong deterrents, such as enhanced CCTV systems, night pay windows for late trading, safe rooms with duress alarms for teams, smoke cannons to deter offenders, improved store layouts that reduce blind spots, and training staff to manage confrontations safely. Retailers have also partnered with various technology partners that make reporting easier and when this integrates into the police reporting systems it provides the police with a view of offenders across retail brands not just theirs.
This is important moving forward so that police can have a complete of offences by everyone across a community, increasing the likelihood of them being charged with a collection of offences as well as facing more serious penalties if and when they end up in court.
C&I: What role does AACS play in helping its members combat retail crime?
Foukkare: AACS plays a role by advocating for stronger laws and penalties for offenders in all states and territories. We also provide our members with resources, such as training programs and security best practices, to help them better protect their businesses. Through our ongoing engagement with government and law enforcement, we aim to ensure that retail crime is treated with the seriousness it deserves for frontline staff and that offences against our retail workers be treated the same way as if an essential worker like police or ambulance are assaulted.
C&I: Are there any initiatives or programs that have been particularly successful in reducing retail crime?
Foukkare: Programs that focus on technology-based solutions, like number plate recognition systems, have been highly effective in reducing incidents of fuel drive-offs. Unfortunately, when one retailer invests in the technology and others in the area do not, the crime just moves from one location to another.
Through our combined advocacy efforts across the country, most states and territories have either changed or are about to change legislation providing retail workers with the same protections as essential service providers as mentioned. Victoria is currently the only state that does not have this in place, so we continue to push this as a priority.
Unfortunately, the biggest issue with these offences is that the judicial system is letting down the police. Police do an excellent job in capturing and charging these offenders but when they end up in court, they are amongst always let off lightly and continue to reoffend.
C&I: What do you see as the biggest challenges ahead in the fight against retail crime?
Foukkare: The biggest challenge is the evolving nature of crime, where offenders are becoming more brazen and organised, along with the continued aggression and actions by youth offenders – they seem to know how the system works when they are young and think they can continue to get away with this. Another issue is ensuring that retail crime is consistently viewed as a serious offense by the legal system. The need for stronger deterrents, such as harsher penalties for repeat offenders, remains a priority.
C&I: What role do you believe government policy and regulation should play in helping to address retail crime?
Foukkare: Government policy is critical, and it is their responsibility to have the frameworks in place to keep all communities safe. We need stronger legislation to ensure that retail crime is dealt with swiftly and harshly. This includes better enforcement around fuel theft, stronger penalties for offenders, and greater support for retailers who are repeatedly victimised. By working with government, law enforcement, and the community, we can create a safer environment for both staff and customers.
To read more about retail crime and security in the P&C channel, check out the October/November issue of Convenience and Impulse Retailing magazine.
To stay up to date on the latest industry headlines, sign up to the C&I e-newsletter.