Not part of the job

Reporting rates

Less than half (49 per cent) of young workers that had experienced third-party harassment, abuse or violence reported the most recent incident they experienced to their employer. Nearly two thirds of those we surveyed reported at least one incident of harassment, abuse or violence to their employer.[1] While this is a higher figure than the polling, it is still a low figure given the frequency of incidences highlighted in section two.

Employer attitudes

There were several responses where a young worker reported the harassment, abuse or violence, and their manager or supervisor dismissed it, reduced it or laughed it off. The report was not escalated further in these instances.

“Managers didn’t seem to care. A lot of them laugh it off because they see it as a joke. Within 2 years, I’ve lost count of how many times I’ve been harassed.”

Grocery replenishment associate, retail, aged 18 – 21

A significant number of young workers reported harassment, abuse or violence from third-parties multiple times, yet reporting it did not necessarily lead to action. Some young workers were explicitly told no action would be taken due to the relationship between the employer and the customer/s. A perpetrator’s financial support of the business was cited as a reason for not dealing with incidences by several employers.

“Me and other staff members reported him to multiple managers over the year (or possibly longer), nothing was done as he was a “regular customer”.”

Customer assistant, retail, aged 18 – 21

Nothing changed

According to the polling, only 54 per cent of young workers who reported their most recent experience of harassment, abuse or violence by a third-party told us that their employer dealt with it in a satisfactory way.

The survey also asked the young workers who reported the harassment, abuse or violence to their employer (265 total) what happened following their report.[2] Over three-quarters (76 per cent) reported that there was no change, or that the harassment got worse.

“The last time I reported an incident of a customer harassing me (he spat in my face and pushed me because I wouldn't give him a discount), my line manager told me to take ten minutes and then get back to work. I was six months pregnant and working on my own. I was really scared the customer would come back again.”

Store manager, retail, aged 22 – 25

It is not the case that the employer chooses not to act once they are made aware of the harassment; some try to address it directly with the third-party, but this does not guarantee an end to the harassment, abuse or violence.

“After reporting it to management the individual still continues to come into the store and not only cause issues for myself but other staff members too.”

Customer assistant, retail, aged 18 – 21

It’s part of the job

In many cases, the lack of change as a result of reporting an incident to the employer in the past led some young workers to stop reporting incidences altogether. This feeling of futility about anything changing was reflected in several comments from the survey, focusing on the need for the individual to change their attitude to the harassment, abuse or violence, viewing that as an easier option than the employer preventing it from happening.

 “[Y]ou just have to learn to accept it and move on. Nothing will change as far as this issue is concerned. "The customer is always right”.”

Trolley attendant, retail, aged 18 – 21

Other young workers told us that their acceptance of the harassment, abuse and violence was down to the employer’s unwillingness to tackle the issue and blaming the young worker instead.

“There is no point, “the customer is always right” and it would be seen as “exacerbating things”.”

Café assistant, restaurants and catering, aged 22 – 25

No one would believe me

Some survey responses demonstrated that this attitude had stemmed from negative experiences of reporting incidences to the employer in the past.

 “I didn't go to my boss [senior manager] as previous experiences… [showed me that he believed] the harassment we were making him aware of was overexaggerated… he has also made previous remarks about how he doesn’t believe in sexual harassment.”

Customer assistant, retail, aged 22 – 25

A handful of respondents told us they did not report the harassment, abuse or violence to their employer because they thought their employer would simply not believe the scale at which it is happening.

“[I] feel like nobody would believe [me] if it happened more than once.”

Checkout assistant, retail, aged 18 – 21

Dealing with abusive third parties

The survey provided some examples of employers taking appropriate action which ended the harassment, abuse of violence. Over one fifth (23 per cent) of respondents who reported the incident or incidences to their employer said that things got better after they reported it.

Several employers made changes to ensure that either all employees or a specific worker would be accompanied on the way to or from their work premises by the employer or a security guard to prevent harassment, abuse or violence from third-parties before or after the young workers’ shift.

“[My employer] allowed security to meet me near the premises when I got off public transport and allowed them to escort me to the bus again and wait with me.”

Customer assistant, retail, aged 18 – 21

Other employers demonstrated a zero-tolerance approach and a duty of care towards both their workers and other members of the public, including provisions to prevent harassment, abuse or violence when lone working and travelling to or from work.

“There was one male customer that came in and touched other female customers bottoms and he got banned after it was reported to the manager… my manager ensures that we all get home safe and are never alone because [the customer] is sometimes lingering outside the shop at close.”

General assistant, retail, aged 18 - 21