How we are using Facial Recognition Technology (FRT) to help keep our team and customers safe

Last updated: Tuesday, 7 July 2026 

Bunnings New Zealand uses facial recognition technology (FRT) in all of its retail stores to help keep customers and team members safe and reduce serious harm and high-value theft.

It is used only to identify a known offender who has previously committed Serious Harm in our stores, so steps can be taken before harm occurs. It is not used for marketing, customer behaviour tracking or monitoring team members. If there is no match, the image is permanently deleted within 10 seconds.

Quick answers

Is Bunnings using facial recognition technology in New Zealand?

Yes. Facial Recognition Technology (FRT) is in use across all Bunnings New Zealand retail stores. View the list of NZ stores here.

What does Bunnings use FRT for?

FRT is used only to identify known offenders who have previously committed Serious Harm, so our team can act early to help prevent harm.

What is serious harm?

Serious Harm means violent, threatening, aggressive or intimidating behaviour; incidents involving weapons; physical or verbal assault; racial or sexual harassment; high-value theft; and organised retail crime.

What is a watchlist?

A watchlist is a secure, limited list of offenders who have previously caused serious harm in our stores, such as violence, serious threats, or high-value theft. It enables FRT to issue an alert if that offender re-enters a store. Enrolment only happens after a strict review process, is reviewed quarterly for accuracy, and people are automatically removed once the relevant retention period ends.

What happens to my image?

If there is no match to the watchlist of enrolled offenders, the image is permanently deleted within 10 seconds.

Is FRT used for marketing or tracking customers?

No. FRT is not used for marketing, customer behaviour tracking, or monitoring team members.

Who decides what happens after a match?

Trained team members, not the technology, make every decision.

Where is my data stored?

All biometric data is stored in New Zealand.

How did Bunnings decide to introduce FRT responsibly?

The decision was guided by a Privacy Impact Assessment, independent research with 1,000 New Zealanders, and ongoing engagement with a Māori digital sovereignty expert. The system complies with the Privacy Act 2020 and the Biometric Processing Privacy Code 2025.

How Bunnings decided to introduce FRT responsibly

The decision followed a Privacy Impact Assessment, independent community research, and ongoing engagement with a Māori digital sovereignty expert.

All biometric data is stored in New Zealand. The system complies with the Privacy Act 2020 and the Biometric Processing Privacy Code 2025. The system is operated by Bunnings and supplied by Vix Vizion (product: Imagus), an Australian company.

We commissioned independent research and conducted interviews with team members, as well as a nationally representative survey of 1,000 New Zealanders. This helped us understand what New Zealanders think about FRT. More than nine in ten people (93%) supported FRT if it improved safety by more than 10%. Fewer than one in ten (7%) opposed it in principle. A summary of that research is available here.

Our initial rollout in our Hamilton stores, Te Rapa and Hamilton South, launched in April 2026, followed by the rest of the North Island in May 2026 and South Island stores in July 2026.

We will continue our community and customer engagement and closely monitor incidents of serious harm and high-value theft in our stores.

• Read the summary of our independent research findings
• Read the Privacy Impact Assessment 
• View the Bunnings New Zealand Privacy Policy  

Why does Bunnings use FRT?

Retail crime and threatening behaviour toward retail workers is increasing across New Zealand. In the past year, Bunnings recorded 697 threatening events in New Zealand, up 9.5% on the previous year, including 32 physical assaults and 8 harm or death threats. Across Australia and New Zealand, threatening events at Bunnings have increased 130% since 2022. 

Across New Zealand, retailers reported 140,000 retail crime incidents in the past year, costing the sector $2.6 billion. Retail crime has increased 85% between 2019 and 2023.

Most of the harm is caused by a small number of repeat offenders. Last year, 34% of threatening events at Bunnings in New Zealand involved repeat offenders. FRT is aimed at this group. It gives our team early warning when a known offender enters a store, so they can act before someone gets hurt.

Read NZ Retail’s COMS Retail Crime Report 2024

How Facial Recognition Technology (FRT) works

When a customer enters a store, a dedicated FRT camera captures a brief facial image. The system instantly converts that image into a binary code based on key facial features — this is called a biometric template. The template is checked against our watchlist of enrolled offenders.

If there is no match

• The image and biometric template are automatically and permanently deleted within 10 seconds.
• Nothing is stored.

If there is a possible match

• The system generates an alert at a minimum accuracy threshold of 93%.
• Two specially trained team members independently review the alert, and a trained store leader confirms it in-store.
• All three must agree independently before any action is taken.

If a match is not confirmed

• The alert is closed.
• All images and biometric templates are permanently deleted within 72 hours.

People — not technology — make every decision. The FRT system identifies; trained staff decide.

How the watchlist works

Only people who have engaged in Serious Harm will be enrolled as offenders on our watchlist. Enrolments on the watchlist follow a clear, evidence-based decision process.

• Geographic coverage: If Serious Harm occurs in a North Island store, the offender is enrolled across all North Island stores. The same applies to the South Island. This prevents offenders from simply moving to another location.
• How long do people stay on the watchlist? Offenders remain on the watchlist for 6 to 24 months, depending on the severity of the incident. They are automatically removed when their retention period expires.
• Data sharing: Watchlist data is not shared with other retailers. It is shared with the police only when legally required, for example, in response to a warrant or court order.
• Who cannot be enrolled: Vulnerable people and anyone under 18 cannot be added to the watchlist. If a child enters a store, their image is scanned briefly, the same as any customer, and permanently deleted within 10 seconds. There can be no match, as no child will be enrolled on the watchlist.

Store team members can help you contact the right team if you have any questions about the watchlist.

How Bunnings protects your privacy when using FRT

We take your privacy seriously. Our use of FRT is designed to comply with New Zealand’s Privacy Act 2020 and the Biometric Processing Privacy Code 2025. We have kept the Office of the Privacy Commissioner informed throughout our decision-making and planning process.

Privacy protections built into our FRT system:

• Non-offender images are automatically and permanently deleted within 10 seconds, and nothing is stored or retained.
• All biometric data is held in New Zealand.
• The system is protected by strict access controls, multi-factor authentication, encryption, and continuous security monitoring.
• All system activity is logged and audited.
• Only a small number of trained, authorised team members can access the system.
• The system is regularly reviewed for accuracy, fairness, and compliance.

Your rights and how to contact Bunnings about FRT

Access and correction: You have the right to request access to, or correction of, your personal information (including biometric information). It is not technically possible to extract biometric templates from the FRT system, but we can confirm what personal information we hold about you. Email: PrivacyNZ@bunnings.co.nz.

Watchlist appeals: If you believe you have been incorrectly added to the watchlist, you can submit a written request for removal. We will review your request carefully and provide a written response explaining our decision. Email: PrivacyNZ@bunnings.co.nz.

Misidentification: If you believe you have been approached incorrectly, speak with the store leader or contact us at PrivacyNZ@bunnings.co.nz. We will treat you with dignity and respect and investigate what happened. We recognise that misidentification can cause real harm, including to a person's mana and their whānau. A tikanga Māori-informed process is available for anyone who prefers their situation handled in a way that reflects these values.

General FRT queries and complaints: Email: FRT@bunnings.co.nz.

Response timeframes: We will respond to access and correction requests within 20 working days. We aim to respond to all other queries and complaints within 30 days. If a request requires additional time, we will let you know.

Escalation: If you are not satisfied with our response, you can contact the independent Office of the Privacy Commissioner at 0800 803 909 or www.privacy.org.nz.

How Bunnings engaged Māori in the FRT rollout

We engaged Dr Karaitiana Taiuru, a leading authority on Māori digital sovereignty and tikanga Māori in digital contexts, to advise on our approach throughout the FRT rollout.

His advice directly shaped our safeguards. All personal and biometric information held on the FRT system is stored in New Zealand. Our team training covers respectful engagement, including Mataora and Moko Kauae, and we have strong processes for responding respectfully to misidentifications, including a tikanga Māori pathway for anyone who seeks it. Our approach reflects the cultural significance of facial features, including tā moko, and their connection to identity and whakapapa.

Māori community engagement is a continuous part of our rollout and continues with Dr Taiuru’s assistance.

Independent research on New Zealanders’ views of FRT

Before proceeding, we commissioned independent research from Insightfully to understand what New Zealanders think about FRT in retail.

The research included focus groups in Auckland and Christchurch, interviews with team members, and a nationally representative survey of 1,000 New Zealanders.

Overall, initial support for FRT is high when the defined purpose is explicitly clear:

• 87% are supportive of the technology to prevent organised crime and high-value theft.
• 84% are supportive of the use of FRT to protect the health, safety, and security of customers and team members.

Almost all customers are willing to accept its use where there is a clear benefit:

• 93% support FRT if it reduces harm by more than 10%.
• Only 7% oppose its use on principle.

A summary of the research findings is available here.