What we're doing

Everyone in New Zealand has the right to a safe workplace and a safe place to shop. However, we’re finding the same people keep offending and targeting our stores - even if they’ve previously been trespassed from the store.

What we've done

In September 2024, we completed a six-month trial of FR in 25 stores across the North Island as part of our response to serious retail crime. The trial was independently designed and evaluated. 

The stores that took part in the trial continue to use FR while we determine next steps based on the findings of the trial and the Office of the Privacy Commissioner’s (OPC) report on the trial.

What the independent evaluation found

Our independent evaluator concluded that: 

• FR helped prevent more than 100 serious harm events and reduced overall harm in trial stores by 16% 

• Our privacy processes were largely effective 

• The benefits of using FR outweigh the downsides 

According to research we carried out during the trial, 89% of New Zealand adults accept the use of FR if it helps reduce harm.

Office of the Privacy Commissioner Report

In June 2025, the Office of the Privacy Commissioner (OPC) published a report into our FR trial. The OPC found our use of FR during the trial complied with the Privacy Act. You can read the OPC’s report here.

Privacy and safeguards

We take privacy seriously and worked with a specialist, independent organisation to design, oversee and evaluate our trial of FR.  We also engaged closely with the OPC throughout the trial, and their report confirmed our use of FR complied with the Privacy Act. You can read our Privacy Impact Assessment here.

The following stores are currently using facial recognition:

PAK’nSAVE

• PAK’nSAVE Manukau, 6 Cavendish Drive, Manukau City Centre, Auckland 2104
• PAK’nSAVE Mill Street, 17 Mill Street, Whitiora, Hamilton 3200
• PAK’nSAVE Napier, 25 Munroe Street, Napier South, Napier 4110
• PAK’nSAVE New Plymouth, 53 Leach Street, New Plymouth Central, New Plymouth 4310
• PAK’nSAVE Ormiston, 1 Bellingham Road, Flat Bush, Auckland 2019
• PAK’nSAVE Palmerston North, 327 Ferguson Street, Palmerston North 4410
• PAK’nSAVE Papakura, 331-345 Great South Road, Takanini, Auckland 2112
• PAK’nSAVE Papamoa, 42 Domain Road, Papamoa Beach, Papamoa 3118
• PAK’nSAVE Silverdale, 20 Hibiscus Coast Highway, Silverdale 0993
• PAK’nSAVE Sylvia Park, 286 Mount Wellington Highway, Sylvia Park, Auckland 1060
• PAK’nSAVE Tamatea, corner of Leicester Avenue and Coventry Avenue, Tamatea, Napier 4112
• PAK’nSAVE Taupo, 105/131 Ruapehu Street, Taupō 3330
• PAK’nSAVE Upper Hutt, Gibbons Street, Upper Hutt Central, Upper Hutt 5018
• PAK’nSAVE Whanganui, 167 Glasgow Street, Whanganui 4500
• PAK’nSAVE Whangarei, Walton Street, Whangārei 0110 

New World

• New World Brookfield. 89 Bellevue Road, Brookfield, Tauranga 3110
• New World Feilding. 42 Aorangi Street, Feilding 4702
• New World Gate Pa. 948 Cameron Road, Gate Pa, Tauranga 3112
• New World Kaikohe. 8 Marino Place, Kaikohe 0405
• New World Levin. 21 Bath Street, Levin 5510
• New World Mt Maunganui. Cnr Tweed St & Maunganui Rd, Mt Maunganui 3116
• New World Pioneer. 179/197 Main Street, Takaro, Palmerston North 4412
• New World Regent. 167 Bank Street, Regent, Whangārei 0112
• New World Te Rapa. 751 Te Rapa Road, Te Rapa, Hamilton 3200
• New World Westend, 247 Old Taupo Road, Hillcrest, Rotorua 3015

How facial recognition works

The video below was created ahead of our trial of facial recognition. The 25 stores that trialled facial recognition will continue to use the technology in the same manner as outlined in this video.

Questions about FR

We understand people may have questions or concerns about our use of this technology.  Our FR fact sheet addresses 12 common topics and explains how the technology is used, and the safeguards in place.