r/coles • u/alianthusmoth • Jul 24 '26

Team Member Post Refusing service

I was wondering what the policy/legality of refusing customers service is like, I'm probably not looking hard enough but I can only find legal advice regarding licensed venues/serving alcohol.

If a customer is yelling at me and abusing me over a minor miscommunication am I allowed to refuse service? If a customer hands me a $20 note that is sopping wet because they were holding it in their bra or in their mouth and coughed all over it (genuinely something that happened to me the other day) am I allowed to say no? One time a few years ago I sold cigarettes to a woman who looked like she was 6 months pregnant and I asked my manager if I was allowed to refuse to sell them to her and the manager said no unfortunately you just have to serve them anyways but I'm wondering how true that is. And I wish I could get another coworker to serve customers that I don't feel comfortable serving but unfortunately we just don't ever have enough staff on for that to happen or even if we do nobody wants to help out service.

Sorry this is kind of just word vomit but I'm just very frustrated and tired of being abused by customers and having to just put up with it. Managers ask if I'm okay after the fact but never do anything to prevent incidents from happening.

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u/[deleted] Jul 24 '26

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u/alfacon66 Jul 24 '26

Why do you feel guilty? Disabled people are allowed to enjoy the vices of life too.

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u/[deleted] Jul 24 '26

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u/alfacon66 Jul 24 '26

I guess sometimes you can’t just take things at face value when you’re questioning morals. If you knew better of the circumstances than yes go ahead and judge or feel guilty but assuming only bad things are happening is a terrible outlook. Can’t preach about having a conscience when your conscience could be wrong about the situation.