A new pilot program coming to Ontario will see Loblaw Companies Limited employees wearing body cameras for increased safety, but a retail expert is raising concerns about its impact on customer relations.
Canada’s largest retailer says it’s taking significant steps to address the rising concerns over theft and employee safety by introducing body-worn cameras in select stores. The move is part of a pilot program after hosting trials in Alberta and Saskatchewan, and the corporation says its a part of its “commitment” to keeping customers and staff secure.
“Our expansion of the pilot, which began in February to select stores in BC, Ontario, and Manitoba, highlights our ongoing commitment to creating a safer shopping environment for all,” a Loblaw spokesperson explained to Now Toronto in an email statement on Wednesday.
“Early results suggest body-worn cameras may help reduce violent incidents, but a broader, longer-term evaluation across more stores and banners is needed to assess their full impact.”
The cameras are designed to be activated only in specific situations, namely when colleagues face a potential escalation of violence or fear for their safety and the safety of others. According to Loblaw, activation occurs only after verbal confirmation, ensuring that the cameras are not continuously recording.
“Only trained asset protection representatives, third-party security, store management and additional team members where applicable will be wearing the cameras, and participation in this pilot is voluntary,” the corporation said.
Loblaw did not clarify how soon the body cameras would be implemented in stores, nor did it confirm which stores would receive them.
The news of Loblaw’s latest initiative has already taken social media by storm, with mixed reactions for Canadians nationwide.
“In my 50+ years of grocery shopping I have never seen any violence that required store security or police to intervene,” one Reddit user commented in a thread.
“You would think corporate would be more concerned with why people feel the need to become violent in their grocery stores. Sounds like the root of the problem is being ignored,” another Redditor said.
“It actually does deter people when they know their actions are being recorded. It doesn’t deter all people, however, and for those people the video becomes evidence,” another user wrote.
In the last year, several Loblaw locations have implemented automated gates, often with receipt scanners, at the exits as a theft deterrent. Professor at Toronto Metropolitan University and retail expert Daniel Tsai says body cameras are just another “intense” addition to the corporation’s security crackdown.
“It’s trying to send a message to customers who are upset about prices and other issues to be aware that they’re being recorded, and that’s more in your face than having a camera that’s in the back of a store or in the ceiling,” Tsai told Now Toronto on Wednesday.
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Citing issues like the rise in cost of living for valuable items, like baby formula for example, Tsai says the boosted security measures are a direct reflection of how expensive life has become which in turn, may cause people to resort to violence.
“It kind of indicates how bad the things have gotten and degraded with inflation and high food prices, and some customers are reacting in such a negative way that they have to bring in the body cameras as a measure to protect their staff,” Tsai said.
He further adds that while some customers may be deterred by the presence of body cameras, Loblaw’s prominent position in the market makes it a frequent target for theft. Unlike other smaller retailers, Loblaw’s widespread ownership of more than 20 franchises might invite more attention from dissatisfied individuals.
“It’s intimidating, and [customers] won’t find it a comfortable environment, and so they’ll go to other stores. And maybe that’s Loblaw’s calculation, is that they don’t need those customers… it justifies losing a few customers that might be spooked or upset about seeing staff wearing body cameras, so it will have some impact, but probably not a significant one,” he said.
“There are only five big grocery chains in Canada, and they have 80 per cent of market share. So, where else are you going to go? They all charge the same thing… you have no choices, you have no competition on pricing, and now you’re being treated like you’re in a prison. How’s that for the shopping experience?”
While Loblaw’s pilot program may serve as an experiment, Tsai is doubtful that many other retailers would follow in its footsteps, due to the unique circumstances surrounding Loblaw’s size, reputation, and customer base.
“I don’t think it’s likely,” he said.
“I think Loblaws is unique in a sense that they have attracted the ire of a lot of Canadians… Canadians don’t feel like Loblaws is looking out for their best interest when it comes to pricing, and when representing Canadian interests.”
