Harassment and threats in stores continue to increase – Finnish Commerce Federation and PAM campaign against inappropriate behaviour

Customers’ inappropriate behaviour in stores has increased at a worrying rate. Based on data from commerce companies, the number of disturbing, threatening and violent situations in stores has as much as tripled since 2020. The same trend is evident in a survey conducted in 2023 for PAM’s service sector employees, according to which 70 per cent of the respondents had experienced harassment or other inappropriate behaviour from customers in their work during the past year*.

The Ollaan ihmisiksi campaign reminds everyone that store employees must be able to work in a safe environment without the risk of physical or verbal attacks or harassing behaviour.

“The work and competence of customer service professionals should be respected. A positive cycle is created when employees feel good and the customer has a positive service experience,” says Anniina Ulvila, Labour Market Expert at the Finnish Commerce Federation.

With the campaign, which will come to an end at Christmas, the unions want to encourage customers to see and encounter people working in customer service as equals and to promote the well-being generated by positive encounters. Above all, the unions recommend that people maintain a relaxed Christmas feeling when shopping.

Employers in the commerce sector are also concerned about inappropriate behaviour because it may start to impact young people’s enthusiasm for seeking employment in the sector. Commerce is the largest employer in the economy and the largest employer of young people.

“It is important that young people who are at the beginning of their careers in particular have positive experiences of working life. For the commerce sector, it is a question of protecting personnel and, in a broader sense, it is a question of responsibility,” says Ulvila.

Company restraining order to support store employees

Commerce companies recognise the sharp increase in harassment, threatening situations and even violence encountered by employees in their work, and active measures are taken to promote safety at work. The unions have also developed guidelines and tools for difficult customer encounters, but they have not provided a solution to the most challenging situations.

“The current guidelines and tools are not sufficient for the most challenging situations where the safety of employees is at risk. Implementing a company restraining order as soon as possible is necessary in order to better prevent disruptive behaviour at workplaces and ensure the well-being of employees,” says Erika Kähärä, Occupational Health and Safety Advisor at Service Union United PAM.

A company restraining order that has long been supported by the Finnish Commerce Federation and PAM is currently being prepared by the Ministry of Justice. A company restraining order refers to the company’s ability to seek a restraining order against a person who continuously causes disturbances. At present, an employer cannot initiate a restraining order process to protect its employees, even though ensuring safety at work is a statutory obligation of the employer.

In addition to the commerce sector, the problem has also been identified in other sectors. In May, 11 organisations urged decision-makers to take action without delay to impose the company restraint order.

“A holistic approach is needed to eradicate disruptive behaviour. A company restraining order is one important measure, but it is equally important to ensure that employees receive appropriate orientation, adequate security services and support after harassment,” says Kähärä.

The Ollaan ihmisiksi campaign will be featured on social media channels and in stores before Christmas

The campaign of the Finnish Commerce Federation and PAM is visible in social media and stores from 10 to 23 December. On social media, the following campaign tags are used: #ollaanihmisiksi, #vänligtbemött and #letsbehave.

Commerce companies can participate in the campaign either with material produced by the Finnish Commerce Federation and PAM or alternatively with their own material, which includes the common Ollaan ihmisiksi campaign slogan and a mention of the origin of the campaign. For example, Osuuskauppa Keskimaa and Puuilo have already launched their own corresponding campaigns against harassment experienced by store employees this year. Clas Ohlson and Motonet will also be campaigning in their stores in December.

The Ollaan ihmisiksi website has information about the campaign, campaign materials, related studies, guides and online trainings produced by unions for companies and employees, as well as articles and statements promoting a safer service environment.

The Finnish Commerce Federation and PAM have been campaigning under the theme Ollaan ihmisiksi since 2017.

Check the campaign at ollaanihmisiksi.fi >

Further information:

Anniina Ulvila, Labour Market Expert, Finnish Commerce Federation, tel. +358 40 501 9674, anniina.ulvila(at)kauppa.fi

Erika Kähärä, Occupational Health and Safety Advisor, Service Union United PAM, tel. +358 (0)40 764 5295, erika.kahara(at)pam.fi

For more information on the Ollaan ihmisiksi campaign:

Pia Pere-Vanhanen, Communications and Responsibility Director, Finnish Commerce Federation, tel. +358 (0) 40 867 1708, pia.pere-vanhanen(at)kauppa.fi

* Service Union United PAM survey in 2023: PAM member survey 2023 – PAM