Fri, 22 Aug 2025

Fri, 22 Aug 2025 Assaults on public-facing workers should be specific offence, bosses say

The Institute of Customer Service says many are considering leaving their jobs as a result of abuse.

* Over 100 business leaders, including CEOs from Nationwide and DPD, have signed an open letter urging the government to make assaulting any public-facing worker a standalone offence.
* The Institute of Customer Service reports a significant rise in abusive incidents towards employees, with many considering leaving their jobs due to aggressive customer behavior.
* Currently, assault on a retail worker is proposed as a new specific offence under the Crime and Policing Bill, but business leaders want this to cover all sectors as a deterrent.
* Around 60% of the UK's workforce are in customer-facing roles, including transport staff and call centre agents.
* The Home Office states that it backs police using their full range of powers to protect public-facing workers, but points out that assault is already a criminal offence.
* Business leaders argue that more needs to be done to provide vital protections for service workers, as the current laws are not strong enough to deter abuse and assaults.
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