Managing Risk in Retail: What we’ve learned about Enhancing Safety and Security in Australia’s Crowded Shopping Centres in 2024 

Shopping centres have long been integral to Australian life, serving as bustling hubs for shopping, dining, and socialising. However, recent violent incidents and the increasing abuse directed at workers have made 2024 another critical year for reassessing safety, security, and risk management strategies—particularly in crowded places like shopping centres.   

These densely populated spaces are particularly vulnerable to various risks, including terrorism, violent crime, and public safety threats. This ongoing and growing issue has led to increased efforts to enhance both security measures and public awareness. One of the latest initiatives tackling these issues is the “Be Kind in Retail” campaign, aimed at addressing rising levels of workplace violence and abuse in Australian shopping centres, especially during peak shopping times.  

The Reality of Violence and Risk in Crowded Places  

Although shopping centres are typically considered safe, family-friendly environments, the growing number of violent incidents has exposed significant vulnerabilities. 

Crowded places, by nature, present unique risks for security professionals, law enforcement, and retail operators. From armed robberies to violent altercations, the rising incidence of such events demands an overhaul of risk management strategies and the incorporation of stronger counter-terrorism measures, particularly in high-traffic, crowded areas.  

This became evident in April 2024, when a tragic violent incident at Westfield Bondi Junction in Sydney resulted in the deaths of six people, including five women and one man. This stabbing attack, which unfolded in a crowded public space, sent shockwaves through the nation, highlighting the vulnerabilities of busy shopping precincts in the context of violent crime. The offender, who had a history of violent behaviour, was able to cause panic and terror in the busy shopping centre, highlighting the need for comprehensive risk management strategies to prevent such incidents in the future.  

Trends we’re seeing in response to managing crime and risk in retail:   

• Enhanced Security in Crowded Areas: The Bondi Junction tragedy made it clear that shopping centres need to implement robust counter-terrorism plans and improve security responses in high-traffic areas. In response, many centres have increased security staffing during peak hours, particularly in food courts, entrances, and other busy zones.   

• Staff Training and Collaboration with Authorities: In the wake of the attack, shopping centres have ramped up staff training. This includes emergency preparedness, de-escalation techniques, and counter-terrorism protocols. Centres are also working more closely with local police and emergency services to ensure a coordinated and swift response to potential threats. By establishing clear emergency response plans and training staff to handle high-stress situations, centres are better prepared for violent incidents in the future.  

• Advanced Surveillance and Risk Mitigation: Many shopping centres have turned to AI-powered surveillance systems, which can monitor crowds, detect suspicious behaviour, and send real-time alerts to security personnel. These technologies help identify potential threats in crowded places before they escalate. Predictive analytics are also being used to anticipate peak shopping times, enabling security teams to proactively manage crowd density and prevent violent incidents.  

• Physical and Psychological Security for Workers: Shopping centres are increasingly focusing on not only the physical safety of workers but also on their mental wellbeing. This is especially important in crowded places, where workers are more likely to encounter difficult situations, including violent altercations and public disturbances. Enhanced psychological support systems are being introduced for workers who experience trauma from violent incidents, helping them recover and continue their work in high-risk environments.    

• Violence Prevention and Public Awareness: Many centres have integrated public-facing campaigns, such as the Be Kind in Retail initiative, to address the growing levels of abuse faced by retail workers. Encouraging the public to behave with kindness and respect in crowded places helps reduce the likelihood of violent incidents and creates a safer atmosphere for both workers and shoppers.  

The ‘Be Kind in Retail’ Campaign: A Powerful Message for 2024  

In response to the rising levels of violence in retail environments, the “Be Kind in Retail” campaign, launched in late 2024, aims to reduce incidents of workplace abuse and violence—particularly during the busy holiday season. Developed by a coalition of industry groups, including the Shopping Centre Council of Australia (SCCA), the National Retail Association (NRA), and the Australian Security Industry Association Limited (ASIAL), this initiative seeks to foster a culture of respect in crowded places.  

Why this campaign matters:

• Reducing Abuse Toward Workers: Retail workers in Australia are facing an increasing number of abusive incidents, ranging from verbal assaults to physical violence. The Be Kind in Retail campaign promotes the message that kindness and respect should be central to interactions, especially in crowded spaces where the potential for conflict is higher. By raising public awareness, the campaign aims to reduce the risk of violence and make shopping centres safer for workers and customers alike.  

• Risk Mitigation through Public Responsibility: The campaign also highlights the importance of collective responsibility in managing risks in crowded places. By encouraging more respectful behaviour in shopping centres, the public can play an active role in reducing the potential for conflict and violence, contributing to overall risk reduction in high-traffic areas. 

The violent incidents of 2024—including the Bondi Junction stabbing have prompted urgent action to improve safety and risk management in crowded places such as Australian shopping centres. While no system can entirely eliminate risk, the lessons learned from tragic events like this help drive the adoption of enhanced security measures, staff training, and public awareness campaigns.   

By integrating counter-terrorism strategies, advanced surveillance technologies, and fostering a culture of kindness, Australian shopping centres are learning to better manage risk and ensure these crowded places remain safe, welcoming environments for both workers and customers. The “Be Kind in Retail” campaign serves as a timely reminder that even in the busiest, most vulnerable environments, a commitment to respect and safety can help mitigate risk and create a more positive community atmosphere.