The union representing workers at petrol stations has reported a significant increase in incidents of customer abuse correlating with the rise in fuel prices.
Petrol station operators assert that they are not benefiting from the escalating fuel prices and are experiencing a decline in sales of ancillary items such as food, beverages, and coffee, which are essential for their profitability.
The Shop, Distributive and Allied Employees Association is conducting a nationwide survey to gather concrete data on the rise of aggressive behavior from customers, and is collaborating with petrol station owners to enhance safety measures for their employees.
In one instance, a driver who had just filled his tank became aggressive when informed that the station was not part of a discount program. This incident left a female staff member in tears, according to Eddy Nader, who owns several petrol stations.
“A large truck driver had to step in to prevent the man from hurling racial and verbal insults at our employee and to escort him out of the store,” Mr. Nader recounted.
In another alarming event, Mr. Nader claimed a truck driver fled without paying for $1,000 worth of diesel. When contacted, the driver dismissed the theft by saying, “Oh, it’s Ampol, they can afford it,” to which Mr. Nader responded, “This is a family business, not Ampol.”
Mr. Nader manages six service stations in New South Wales and has partnerships with major brands like Shell and Ampol. Having been involved in the fuel industry his entire life, he noted that his son has recently joined the family business as well.
He expressed concerns about the impact of rising living costs, which have made it increasingly difficult for customers to purchase snacks or drinks, further affecting his business’s profitability. He explained that if a customer buys $80 worth of fuel without making any additional purchases, the business barely breaks even after accounting for staff wages, insurance, and utility costs.
“The traditional Australian dream has always been to own a home, with the next aspiration being to run your own business. Some days, you wonder if it’s worth the effort,” he added.
In response to the rising incidents of worker abuse, the Shop, Distributive and Allied Employees Association has initiated a survey aimed at documenting the experiences of petrol station workers across Australia. National Secretary Gerard Dwyer emphasized the seriousness of the situation, stating, “This is a real issue.” He noted that discussions with staff reveal they are facing increasingly high-pressure situations while serving customers.
Dwyer reported a notable increase in incidents of verbal and physical abuse, as well as damage to equipment and property. The results of the survey will provide insights to operators on how to enhance worker safety.
“The recent increases in fuel prices are largely due to the ongoing conflict in the Middle East. Workers at these stations are not responsible for that,” Dwyer said. He urged the public to remain calm and respectful when visiting petrol stations, despite their frustrations over rising fuel costs.
The Australasian Convenience and Petroleum Marketers Association, which advocates for fuel retail operators in Australia, highlighted that less than one-third of petrol stations are owned by large corporations; most are small to medium enterprises, even if they have branding agreements with major distributors.
CEO Rowan Lee pointed out that some customer abuse may stem from misconceptions about the profits being made from the price hikes. He explained that prior to a federal tax cut, a significant portion of the price per litre went to taxes, with retailers receiving only a small margin to cover their operational costs.
Lee noted that the past few weeks have been particularly challenging for the entire industry, with many owners working long hours to keep their businesses afloat. He condemned the abuse directed at petrol station staff, reiterating that these workers do not control pricing or tax rates.
