My brother works at a Coles Express, and he isn't allowed to touch a customer.
If someone shoplifts, he can ask them if they are going to pay for that, and some will throw it back in embarrassment, but if they are brazen enough to go through with it then they get away with it.
He can refuse them service the next time he sees them, but that often causes more trouble than it's worth.
Here's a story on the flipside, I am a regular customer at this Coles store and I do sometimes go back to the service desk when there is an error on my receipt as in a certain item was overpriced or that wasn't scanned at the special ticketed price etc. Like I said I do my weekly shop at this place and it's usually around $100 and these people that work there know i'm a regular customer. Anyway on this one ocassion I went to the car and started putting my items in the boot and I checked my receipt and noticed that I had been charged for 3 of the same items when I only purchased 2 items (scanning errors happen all the time) anyway this same lady that works at the service desk for some unknown reason on this occasion basically accused me of lying and that I could have actually purchased 3 items and went back to just claim some money from them. I seriously can't believe she could treat a loyal regular customer like that I wasn't happy at all and I returned serve and basically said "I don't steal it was a scanning error from your worker over there". Anyway she sort of huffed and didn't really believe me and gave me the refund (which was something like a measly $2.50 when she knows I spend around $100 each week there on my regular shop). Anyway after that I mentioned this to the actual register operator which also knows me I said the truth to him about that lady over at the service desk. I told him that you accidently over scanned on some items I bought from you last week and that the service desk lady accused me of lying and that it wasn't a scanning error but me being a theif and going back to claim some spare change. The register operator wasn't too happy when I told him about what happened and I have noticed now that he doesn't make as many scanning errors as he used to.
Back to the lady that accused me of stealing, she said things like, next time you shop and you have a supposed scanning error, to not leave the supermarket and check your receipt right after you have done your shop so we can basically believe you next time you come back here and say there has been a scanning error. I was like yep no worries i'll make sure that you and any other service desk workers can actually see me checking my receipt with my fully loaded trolley right at the front of the service desk next time. Thanks for the great customer service Coles...
*Edit* Also forgot to mention, I do tend to avoid this particular worker when i'm shopping at this Coles I will not go through a register where she is working at. I have also noticed that she also avoids me and basically tries to avoid serving me if she possibly can. It's funny I did go back to the service desk again after this happened and I did notice when she saw me standing at the service desk again with my trolley and a receipt she whispered something into a co-workers ear then the other worker walked over and served me instead of her. I was thinking in my head oh here we go again am I going to get accused of lying again by this other worker now? Nope amazingly she was ever so polite and apologetic and handed me my refund and said "have a lovely day sir"...lol.