The term retail establishment isn’t defined in the Retail Award. However, it’s generally understood to have a broad meaning.

A retail establishment isn’t limited to a shopfront or physical store. It includes any place of business where activities involve the sale of goods or services to final consumers. This may include, for example:

• retail stores
• hire and rental shops and storefronts
• premises used to conduct online sales
• customer service or contact centres where sales, or activities linked to sales, take place.

Whether a location is a retail establishment depends on the nature of the work that is done there. A location is more likely to be a retail establishment where employees are involved in activities such as:

• selling goods or services to consumers, including online or phone sales
• giving customers information, advice, or assistance about retail sales
• handling consumer orders, payments, refunds, or complaints.

Employees working from home

An employee who performs some of their work from home may still be working from a retail establishment for the purpose of classifying them under the Award.

This reflects modern working arrangements, where employees often work from home while carrying out retail-related duties connected to a retail business.