Bunnings releases shock CCTV footage of attacks on staff to defend use of facial recognition technology

Bunnings has launched a rousing defence of controversial facial recognition technology, saying it has a responsibility to protect staff — along with customers and suppliers — from abusive and violent criminals.

The retail giant also delivered a scathing rebuke of the Federal Privacy Commissioner’s claims of “governance shortcomings” and findings that it “disproportionately” interfered with the privacy of everyone who entered its stores.

It also released a compilation of CCTV footage which highlights some of the more violent attacks on its staff over several years.

WATCH THE VIDEO IN THE PLAYER ABOVE (Warning, graphic content.)

“It’s very well know that retail crime — and particularly violent and organised retail crime — is on the rise,” said Bunnings managing director Mike Schneider.

“Every one of us has a right to feel safe when we go to work, and as consumers we have a right to feel safe — whether we’re gong to a shopping centre, fast food outlet, or a Bunnings store.

“Using technology, like facial recognition technology, is proven to help reduce the incidence of crime in retail environments.”

But Privacy Commissioner Carly Kind disagreed, saying Bunnings “failed to take reasonable steps to implement practices, procedures and systems required to comply with the Privacy Act”.

Commissioner Kind said Bunnings collected individuals’ sensitive information without consent, failed to take reasonable steps to notify individuals that their personal information was being collected, and did not include required information in its privacy policy.

Bunnings, owned by WA-based conglomerate Wesfarmers, conceded that when it started using the facial recognition technology, customers were not told.

But it hit back, arguing the findings “failed the common sense test”.

It said the data that captured was held for “less than the blink of an eye” and was not stored or used for marketing purposes or to track customer behaviour.

“It’s hard not to be incredibly disappointed with the findings,” Mr Schneider said.

“We really hoped the commission would have balanced the safety and wellbeing needs of our team, our customers and the wider community against a small group of convicted violent criminals we’re seeking to keep out of our stores.”

How the system works

• Bunnings introduced a trial facial recognition system in 63 stores across Victoria and NSW between 2018 and 2021. Here’s what happens for everyone who entered the store ...
• Using the store’s exiting CCTV system, on entry a customer’s face was compared against a database of people who were banned from Bunnings or had committed theft and/or acts involving physical or verbal abuse towards team members or customers;
• If the customer was a match, an alert was sent to “a small number of trained and authorised loss prevention team members” and checked manually;
• If there was no match, the data was processed and deleted in 0.00417 seconds;
• If confirmed to be barred person, Bunnings’ loss prevention team would determine the best way to respond;
• A covert security guard was called in a particular store and/or;
• The relevant store leadership team was called to discuss recommended approach and/or
• The police were called.