Bunnings has switched on facial recognition technology at two of its stores.
It marks the start of a phased nationwide rollout, with the hardware brand saying it will be used to protect staff and customers and to reduce theft by repeat offenders amid an increase in "threatening incidents".
The first two stores to use the technology were Bunnings Te Rapa and Hamilton South. The technology would eventually be rolled out nationwide.
As the rollout began, Bunnings shared a series of CCTV videos showing violent incidents at its stores across the country.
One, taken from a Bunnings in Porirua, shows a man approaching staff with a knife as he pushes two trolleys full of items out of the store.
Another, taken in Takanini, shows a person smashing into a Bunnings worker with a large box before running away. Meanwhile, another person picks up one of the boxes.
Footage from New Lynn shows a man following a worker, waving his hands. When another staff member steps in, the man charges at the employees with a basket, bowling them over. Two more workers approached the scene and were also forced away by the man.
A video from Bunnings Palmerston North showed a group of customers trying to stop a person pushing a trolley out of the store. When someone pulls them away, a brief scuffle breaks out on the floor before they flee out the door.
Footage from the carpark of Bunnings Takanini showed a person being punched after getting out of their car by a hooded man and being chased away.
Bunnings New Zealand general manager Melissa Haines said the technology was a "tool that helps us address the rising problem of violent, threatening and abusive behaviour and high-value theft, identify serious repeat offenders and act early to prevent incidents".
“Threatening incidents in Bunnings' New Zealand stores have more than doubled over four years, from 303 to 697, and repeat offenders now account for 34% of all threatening incidents, up from 26% in 2022.
"This is the problem FRT is designed to address," Haines said.
Foodstuffs is trialling the technology to test its effectiveness in crime reduction. (Source: Seven Sharp)
"The rollout is being introduced in phases to ensure the right safeguards, privacy settings and processes are in place, and it follows a thorough assessment process," a Bunnings spokesperson said.
Designed after considering the Office of the Privacy Commissioner's findings from a trial conducted by Foodstuffs North Island, Bunnings said it had engaged with employees, customers, and the community to form its approach.
It said the focus would be on "safety and transparency".
Bunnings also said it had worked with a Māori digital sovereignty expert to guide the rollout and incorporate tikanga Māori considerations. This included bilingual signage, culturally specific misidentification pathways, and dedicated training for team leaders. Bunnings said community engagement, including with Māori communities, would continue during the rollout.
“FRT will complement existing safety initiatives such as team member training, security guards, body-worn cameras and serious incident response processes,” Haines said.
The inquiry on the Foodstuffs trial, released in 2024, found it had complied with the Privacy Act, but only because strong safety safeguards were in place.
Twenty-five New World and Pak'nSave stores across the North Island begin a six-month trial with the technology. (Source: Breakfast)
It scanned 225,972,004 faces, with 99.999% deleted within one minute, and generated 1742 alerts, of which 1208 were confirmed matches.
Privacy Commissioner Michael Webster said in 2024 that organisations must justify the necessity of facial recognition technology before using it, ensuring the problem is serious and that less intrusive alternatives have not worked.
The Commissioner said it still had some concerns after the Foodstuffs trial and said companies must ensure facial recognition technology was appropriately set up to avoid "significant privacy concerns", which are "particularly critical" when people need to access essential services such as supermarkets.
This included "the unnecessary or unfair collection of people's information, misidentification, technical bias which can reinforce existing inequities and human bias, or the ability to be used for surveillance".
Webster said that because software was being developed overseas, he could not be confident that there were no technical bias issues, including potential negative impacts on Māori and Pacific peoples.
Supermarket is trialing facial recognition technology and has apologised, saying it was a "genuine case of human error". (Source: Breakfast)
The Commissioner's report said companies must manage privacy risks, delete non‑matching images immediately, and avoid adding children or vulnerable people to watchlists.
They also have to set up strict watchlist rules, ensure high accuracy, use human verification, provide clear customer signage, and train staff on how to intervene safely and fairly. Systems must be secure, access tightly restricted, and any breaches reported promptly.
Organisations must handle complaints, allow customers to access or correct their information, and regularly review whether the technology is still justified or remove it if it no longer is.
Retail advocacy group backs Bunnings
Retail NZ chief executive Carolyn Young said the organisation backed Bunnings' introduction of facial recognition technology.
"Retailers have continued to face high rates of verbal and physical abuse from repeat offenders, who are also responsible for significant violence, stock loss and damage," Young said.
"We know from the Foodstuffs North Island trial that, when used fairly and accurately, Facial Recognition Technology can be a valuable intervention tool to help keep employees and customers safe."
"Bunnings will be able to use FRT to target repeat offenders by quickly identifying those individuals as they enter store, enabling managers to respond swiftly and decide how best to manage each situation as it arises."
Young said the technology would not solve retail crime on its own, but said it was "a powerful and effective instrument" when used alongside security guards, fog cannons, staff training, body cameras, panic alarms, and CCTV.
"As more retailers start to adopt FRT into their security strategies, it will provide positive benefits and outcomes for customers, workers and retailers alike, without infringing on the privacy of New Zealanders.
"Legitimate customers will be able to go about their business as usual and will be safer in those stores where FRT is used."
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