Bunnings to Roll Out Facial Recognition Tech to Combat Retail Crime | RNZ News

Bunnings Warehouse is preparing to roll out facial recognition technology (FRT) across its New Zealand stores, beginning with a trial at two Hamilton locations next month. The move, spearheaded by Bunnings’ Country Manager for New Zealand, Melissa Haines, aims to address a growing problem of retail crime, particularly threatening behaviour from repeat offenders. The company insists the technology will be used solely to enhance safety for both staff and customers.

The decision comes as retail crime in New Zealand is described as “accelerating” and showing no signs of slowing down. Bunnings is not alone in adopting this technology; three Christchurch supermarkets began trialling FRT last year, also citing issues with regular offenders. RNZ reported on the supermarket trials last year, noting similar concerns about repeat offending.

A Proactive Approach to Retail Security

According to Bunnings manager Melissa Haines, the FRT system will function as an early warning system. “FRT gives us a proactive warning when a serious repeat offender enters the store, so we can act before something happens,” she explained. The technology will be used in conjunction with existing security measures, including security guards, staff training, body-worn cameras, and established incident response protocols. Haines, who has a background in finance and customer experience according to her LinkedIn profile, emphasized that the company has undertaken a “thorough assessment process, with privacy, safety and community expectations at the forefront.”

The system is designed to scan faces and match them against a database of known offenders. Crucially, Bunnings states that if no match is found, the initial image is permanently deleted within seconds. Signage will be prominently displayed at store entrances to inform customers that the technology is in use, and customers will be free to choose not to enter if they are uncomfortable with the system.

Privacy Considerations and Public Response

The implementation of FRT raises significant privacy concerns, a point acknowledged by the Privacy Commissioner in 2025. While the commissioner recognized the potential safety benefits of the technology, they also highlighted the need for careful consideration of privacy implications. This echoes concerns raised in other contexts regarding the use of biometric data and potential for misuse.

Bunnings reports that initial feedback from over 90% of those surveyed supports the use of the technology when it demonstrably improves safety outcomes. Though, the company acknowledges that some customers may choose to avoid stores utilizing FRT, respecting their right to privacy. The balance between security and privacy remains a key challenge for retailers adopting this technology.

Supermarket Trials and Effectiveness

The move by Bunnings follows trials conducted by Foodstuffs South Island at three Christchurch supermarkets. Notably, Foodstuffs stated that the FRT would not be used on teenagers, despite data showing that individuals under 18 accounted for more than half of those identified as problematic customers. RNZ reported on this demographic detail in 2024. A study conducted in 2024 indicated that FRT reduced serious harm in supermarkets by 16 percent, providing some evidence of its effectiveness.

Broader Adoption and Police Use

The adoption of FRT by Bunnings and supermarkets reflects a broader trend towards the use of surveillance technology in New Zealand. New Zealand Police have been utilizing facial recognition technology for several years, with 89 instances recorded between 2022 and the present. This suggests a growing acceptance of FRT as a tool for law enforcement and security purposes.

What’s Next for Bunnings’ FRT Rollout

Following the initial trial in the two Hamilton stores, Bunnings plans to roll out the FRT system across all of its New Zealand locations. The company will continue to work with police and Retail NZ throughout the rollout process, ensuring that the technology is implemented responsibly and effectively. The success of the Hamilton trial will be a key factor in determining the speed and scope of the national rollout. Bunnings will also be monitoring public feedback and addressing any concerns that arise as the technology becomes more widely adopted. The company has not provided a specific timeline for the completion of the national rollout, but Haines indicated a phased approach to ensure a smooth and considered implementation.

The implementation of FRT by Bunnings represents a significant investment in security technology and a proactive response to the growing problem of retail crime. While privacy concerns remain, the company is confident that the benefits of the technology – enhanced safety for staff and customers – outweigh the risks, provided This proves implemented responsibly and transparently.