A vast majority of Australians appear to back the use of facial recognition technology in retail settings when used to crack down on retail crime.
This is according to a survey conducted by RedBridge and commissioned by the Australian Retail Council (ARC) and follows recent criticisms against retailers Kmart and Bunnings over their past use of the technology.
The survey found that 81 per cent support the use of facial recognition technology (FRT) to identify people who have previously threatened retail staff with a weapon. Eight in 10 (80 per cent) back its use to identify people who have physically assaulted staff or customers, and 75 per cent support its use to identify repeat serious offenders, including those responsible for significant theft or ongoing disturbances.
Nearly three quarters (75 per cent) of Australians support the use of FRT to identify people who had been subject to intervention orders.
The research also shows that 86 per cent of Australians believe FRT would be effective in helping police identify and prosecute offenders, while 76 per cent believe it would help retail workers feel safer at work.
ARC CEO Chris Rodwell said the findings reflect growing public concern about escalating retail crime and violence. In particular, cases of retail theft in greater Sydney, New South Wales surged by 12.1 per cent in the two years to September 2025, according to the Bureau of Crime Statistics and Research (BOCSAR). This was up 7.7 per cent across New South Wales overall, and stable within regional NSW.
Similar numbers have been recorded in Melbourne, with the Crime Statistics Agency for Victoria showing recorded crimes within retail settings have risen from 59,625 in 2023 to 81,389 in 2025.
BOCSAR did point out the surge in retail store theft, but added that crime overall declined across much of regional NSW over the past two years, with improvements recorded in the majority of major offence categories.
“Across Australia, retail staff are facing unprecedented levels of violence and intimidation simply for doing their job,” Rodwell said. “Workers are increasingly facing threats with weapons, physical assaults and organised repeat offending.
“This research sends a very clear message: Australians want retail workers protected from serious and repeat offenders, and they support the careful use of technology to achieve that.”
But Rodwell agrees that the technology must be used responsibly, with strong governance, transparency and privacy protections.
He said this is about protecting everyday workers and shoppers from repeat offenders, and not tracking law-abiding customers.
“Retailers accept that responsibility and are seeking nationally consistent frameworks that protect both privacy and the community.” Rodwell said. “The question is no longer whether facial recognition has a role in retail safety, it’s how we put clear, consistent rules around its use so workers are protected and our shops are free from violence and repeat theft.”
This follows recent news that Bunnings scored a partial win in a tribunal review after the retailer was found to have breached the Privacy Act when using facial recognition technology (FRT) during the COVID-19 pandemic.
Bunnings’ sister business Kmart – under Wesfarmers – was also slapped with a breach by the Privacy Commissioner for much the same reason. Both entities have claimed they used FRT in a bid to crack down on a surge in refund fraud.
Kmart has also filed for a review in the Administrative Review Tribunal (ART), with that verdict yet to be handed down.