The Victorian Government is set to introduce new legislation to better protect customer-facing workers in retail, fast food, public transport and other sectors. 

Premier Jacinta Allan says planned legal changes are aimed at delivering a clear message that attacks on workers are unacceptable.

The Government will establish a Worker Protection Consultation Group to guide the development of this legislative approach. 

It says this group will include diverse voices to ensure the right balance in the proposed changes. 

They will consider new penalties or offences and the expansion or strengthening of existing laws to protect workers from stalking, harassment, or intimidation.

“These new laws will send a powerful message: if you think you can get away with assaulting or abusing these workers - you’re wrong and you will face the consequences,” the premier said. 

The initiative is driven in part by reports of increasing verbal and physical abuse against customer-facing workers. 

A national survey last year by the Shop, Distributive and Allied Employees’ Association (SDA) revealed that 87 per cent of workers had experienced customer abuse in the past year. Compared to a 2021 survey, incidents of physical violence had surged by 56 per cent.

The new laws will complement ongoing efforts by the Victorian Government to strengthen anti-vilification laws, addressing abuse related to workers' ethnicity, race, or cultural background. 

Attorney-General Jaclyn Symes said it is disappointing that such legislation is necessary, “but clearly too many people think it’s ok to intimidate and harass customer service workers. People must be safe at work from abuse – we’ll do everything we can to ensure this."

The National Retail Association (NRA) has expressed strong support for the move. 

“Retail faces a range of challenges, but few are as important as addressing the escalation of assaults on retail workers,” said NRA Director of Policy David Stout. 

“Retailers welcome all customers who have intentions to shop, however there is no excuse for abuse, violence or harassment.”

The Worker Protection Consultation Group, with participation from the NRA, will be responsible for developing the legislation, with the goal of introducing a Bill to Parliament by the end of 2025.