According to Retail NZ’s COMS Retail Crime Report 2024, 99% of surveyed retailers – representing more than 1,500 stores across New Zealand and online – reported experiencing some form of retail crime or anti-social behaviour, amounting to a total of 140,746 incidents.
However, nearly 40% of these retail crimes went unreported to the police.
The incidents spanned from credit card fraud and shoplifting to threatening behaviour, criminal damage, and physical assault.
Respondents cited various reasons for not reporting incidents to the police, including the low value of stolen items making it not worth the effort, discovering the offence too late, or handling it internally.
Some expressed concerns that the police would not take any action.
“Every day, retailers are dealing with threatening, violent or simply unpleasant customers who are trying to steal or damage their property. Almost every retail worker has been affected by crime and aggression, which is traumatic for those directly involved and their colleagues,” Retail NZ chief executive Carolyn Young said.
“[Reporting] is essential to enable police to track the full extent of retail crime, ensure that they can assign appropriate resources and keep track of repeat offenders. Full reporting also enables policy makers and government to see the full scale of retail crime and implement appropriate policies and support to the sector.”
COMS Systems Director Paul Andrew advocates for the adoption of Facial Recognition Technology (FRT) in the retail sector due to the rise in shoplifting and aggressive behaviour.
“Embracing technology is essential — it’s the future, and it’s here to stay,” Andrew said.
The trial of the facial recognition tech at 25 New World and PAK’nSAVE stores in North Island has reduced crime and prevented about 130 serious incidents of physical and verbal assaults.
The technology examines shoppers’ facial features to identify past offenders who are either under surveillance or have been directed to leave the premises.