Stand Up For Workers: Demand for New Law Protects Public-Facing Heroes
Over 100 business leaders are calling for a significant shift in how the law protects public-facing workers, pushing for assaults against them to be recognized as a standalone offence. With reports from the Institute of Customer Service indicating a worrying rise in abuse towards employees in various sectors—especially in retail, transport, and hospitality—the urgency for legal change has never been clearer.
The Crime and Policing Bill, currently in Parliament, aims to create a new offence specifically for assaults on retail workers, yet prominent figures, including CEOs from Nationwide and DPD, advocate for broader protections that encompass all customer-facing roles. According to their assessment, around 60% of the UK’s workforce operates in customer-related jobs, with a staggering 43% reporting experiences of hostility from customers in just the last six months—a remarkable 20% rise from the previous year. This alarming rate of aggressive behavior has left 37% of those workers contemplating a career change due to the stress and danger involved.
An open letter delivered by business leaders emphasizes the necessity for strong legal measures, stating, “The government must act now to enshrine vital protections for all our service workers; without action now to create a strong deterrent, this problem will continue to grow.” The Home Office acknowledges the need for the police to utilize their full range of powers to protect the public and promises that the new law will clarify prosecution for violent acts against retail workers.
Interestingly, the proposed law includes a maximum penalty of six months in prison and/or an unlimited fine, alongside a criminal behaviour order for first-time offenders, which could prevent them from entering specific premises. This move aims to send a definitive message that assaults on employees in retail and beyond are intolerable. However, it echoes the existing amendments under the Police, Crime, Sentencing and Courts Act 2022, which established an aggravating factor for assaults against anyone serving the public.
The transport industry has also been highlighted as needing better protective measures, with workers like Phil Banks, a train manager at LNER, recounting uncomfortable encounters with aggressive passengers. He expressed that facing hostility is disheartening and may push staff to seek less confrontational roles. The growing tide of violence against public-facing employees necessitates immediate action to improve workplace safety and uphold dignity and respect in the service industry.