10/08/2026
📣 MEDIA RELEASE – Josie Coffee introduces body-worn cameras for baristas following customer conduct review
11 August 2026
Josie Coffee has updated its workplace policy to require baristas undertaking operational coffee duties to wear and activate body-worn cameras, advising staff: “When the docket’s on, switch on.”
The decision follows an internal review into a rising number of customer interactions where recollections of events have shown only a loose relationship to observable reality.
Incidents include customers denying orders placed less than 90 seconds earlier, reporting “half an hour” wait times while holding a six-minute-old receipt, and escalating disputes after discovering that repeating something louder does not make it more correct.
Management concluded baristas should no longer be required to rely solely on memory, three witnesses, a printed docket, and the basic laws of time and space.
Cameras must be activated during disputed orders, wait time explanations, refund refusals for beverages already mostly consumed, and any interaction beginning with: “I come here all the time”, “the other girl does it for me”, or “I know the owner”.
Footage will provide an independent record of common claims including:
“I never said oat milk.”
“I said large.”
“Nobody called my name.”
“I ordered before them.”
“I’ve been waiting 25 minutes.”
Josie Coffee Chief Commissioner of Coffee Greg Watkinson welcomed the change.
“For years cafés have operated on the assumption that two adults can have a conversation and, when presented with clear evidence, broadly agree on what was said,” he said. “The evidence suggests that model is no longer operationally sustainable.”
Watkinson added footage would be especially useful when recollections change after it becomes clear no free item will be provided.
“Historically, that has been a difficult moment from an evidentiary perspective. We’ll now have a record.”
The review also considered issuing cameras to customers, but rejected the idea on the basis they would likely forget to activate them and later dispute ever receiving one.
Facial recognition will not be used.
“We already know who they are,” a spokesperson said.