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Study reveals widespread customer violence against Peruvian service workers

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Study reveals widespread customer violence against Peruvian service workers
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Christy Hoffman General Secretary | UNI Global Union

A recent study conducted by UNI Americas has revealed the significant prevalence of third-party violence faced by service workers in Peru. More than half of those surveyed reported incidents involving verbal abuse, physical violence, and degrading treatment. The report highlights that women are particularly susceptible to harm and sexual harassment.

The study, titled "Diagnosis on the impact of third-party violence in the service sector in Peru," provides insights into the challenges workers face from customers, clients, or the public. It is based on 659 responses from employees across various sectors including health, private security, finance, trade, casinos, and cleaning.

Key findings indicate a high occurrence of verbal aggression with 55% of workers experiencing insults. There are also notable gender disparities; 18% of men reported threats of physical violence while nearly 20% of women experienced sexual harassment. Additionally, more than a third (37%) reported psychological or emotional distress due to these experiences.

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The response from employers to such incidents varies significantly among different sectors. About 23% of respondents mentioned that their employer would side with the client during conflicts while 20% felt they were held responsible for third-party abuse.

Peru ratified the International Labour Organization (ILO) Convention 190 and Recommendation 206 on violence and harassment in June 2022. This action indicates a commitment to addressing workplace violence issues.

The report emphasizes one major challenge: underreporting due to normalization of such incidents. A male worker from the commerce sector noted this tendency: “Simply pretend it didn’t happen and move on.”

Marcio Monzane, UNI Americas Regional Secretary stated: “Third-party violence usually goes unreported and typically unmeasured. This report exposes the daily threats to the safety and well-being of workers in the service sector in Peru.” He added that "Abuse is not part of the job and workers deserve respect."

Several recommendations are included for trade unions' actions:

- Training programs for recognizing and handling third-party violence.

- Collective bargaining initiatives to include protective clauses.

- Advocacy for legislative reforms protecting against third-party violence.

- Development of clear protocols with employers for effective prevention and response plans.

Testimonials from affected workers highlight personal experiences ranging from theft at gunpoint to racial abuse without managerial intervention.

Organizations Included in this History
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