Darroch Logan: Shop workers have cried because of abuse

Darroch Logan says he and colleagues have faced abuse on numerous occasions

Shop worker Darroch Logan is no stranger to facing abuse from customers visiting his Tesco superstore in Tain.

He says both he and colleagues have been subjected to foul and abusive language from aggressive customers on numerous occasions, especially during the pandemic.

"We've had incidents where people have got angry at stock shortages or having to stand behind lines," he explains.

"No-one at our store has been physically attacked.

"But I am aware of instances at several stores in the Highlands where shop workers have gone home after receiving abuse at work and broken down in tears," adds Mr Logan, who is a Usdaw union representative.

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Mr Logan says he himself has been upset after taking a mouthful from angry customers.

He adds: "My wife lets me have a 10-minute angry session when I get home."

Mr Logan was speaking as new legislation aimed at protecting shop workers came into force in Scotland.

The legislation, the result of a member's bill by Labour MSP Daniel Johnson, makes it a specific offence to assault, abuse or threaten retail staff.

A recent UK-wide survey by Usdaw found 92% of retail staff had experienced verbal abuse in the past year.

A total of 70% said they had been threatened by a customer, while 14% reported being physically assaulted.

However, a fifth of victims did not inform their employers.

In releasing its survey findings, Usdaw revealed details of "heartbreaking" testimonies it had received from staff.

One retail worker in the Lothians area reported: "Multiple times I've had stuff thrown at me and once was kicked into a machine."

A worker in the south of Scotland said the abuse they had received included being "sworn at, spat at, kicked at, punched at, eggs thrown at me".

And a Glasgow worker reported they had "had a bottle held over my head" while working on a till, adding they had also been "called a rat and been warned to watch myself walking home at night".

Usdaw is urging retail workers in Scotland to report attacks and incidents of abuse as the new laws come into force.

'Report it to sort it'

Tracy Gilbert, Usdaw's Scottish regional secretary, welcomed the legislation coming into force, adding: "We again thank Daniel Johnson MSP and all MSPs for listening to the pleas of our members and giving them the legislative support they so desperately need."

She added: "For this new legislation to have a real impact, we need to make sure staff report incidents of violence, threats or abuse to their manager.

"We are aware that some retail workers may feel it won't make a difference, but my message to shop workers is absolutely clear - report it to sort it."

'Powerful statement'

Dr John Lee, head of policy at the Scottish Grocers' Federation, said: "Crime is unacceptable in our shops.

"By reporting every incident to police, those responsible will get the message loud and clear that we will not put up with this.

"The Protection of Workers Act is a powerful statement that threats, abuse and violence against shop staff will not be tolerated and that those responsible will face consequences."

Usdaw general secretary Paddy Lillis said: "Our latest survey results clearly show the scale of the appalling violence, threats and abuse faced by shop workers and demonstrate why the Scottish Parliament was right to pass a 'protection of shop workers' law.

Mr Lillis called on the UK government to follow Holyrood's example and introduce legislation to protect retail workers in England, Wales and Northern Ireland.