14/07/2026
Customer Theft – Prevention & Suspected Theft in Progress
How to prevent customer theft and how to safely respond when theft is suspected. The safety of staff and customers always comes first. No item of stock is worth risking injury.
Preventing Theft
Good customer service is the best theft prevention. Every customer should be greeted, acknowledged and offered assistance. Staying visible on the shop floor is often enough to discourage opportunistic theft.
Pay particular attention to:
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Fishing lures
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Knives and multi-tools
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Sunglasses
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Reels
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Other small, high-value items
As part of our conditions of entry, customers may be politely asked to leave the following in the designated storage area while they shop:
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School bags
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Large backpacks
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Motorcycle and bicycle helmets
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Other bulky personal items capable of concealing merchandise
If theft is suspected, staff may request a voluntary bag inspection. Customers cannot be forced to comply, and staff must never physically search a customer or their belongings.
Recognising and Responding to Suspicious Behaviour
Some behaviours may indicate possible theft, but they do not prove an offence has occurred.
Examples include:
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Spending excessive time in low-visibility areas.
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Frequently looking around for staff instead of products.
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Working in groups to distract staff.
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Carrying unusually large bags or bulky personal items.
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Repeatedly entering and leaving the store without making a purchase.
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Empty packaging being found on shelves.
If you are concerned:
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Continue providing excellent customer service.
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Engage the customer in conversation.
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Find a task nearby, such as facing shelves or tidying stock.
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Notify the manager if your concerns continue.
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Continue observing from a safe distance.
If you believe a customer has left without paying, or may have accidentally missed an item, it is appropriate to politely approach them and bring it to their attention.
For example:
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"Sorry, I think we may have missed scanning an item."
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"Excuse me, I think there may still be an unpaid item."
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"Would you mind coming back to the counter so we can check?"
If the customer refuses or continues leaving, do not chase, restrain or physically stop them. Record as many details as possible and notify the manager immediately.
Safety Reminder
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Your safety always comes first. Never chase a customer, block their exit or physically restrain them. Wrongfully preventing someone from leaving can have serious legal consequences for both you and the business.
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If a customer becomes aggressive or you feel unsafe at any time, remove yourself from the situation, notify the manager and call Police on 000 if there is an immediate threat to safety.
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Stock can be replaced. People cannot.
Theft Occurred? See the next steps here
Keywords:
Theft prevention, suspicious behaviour, suspected theft, shoplifting, unpaid item, customer service, bags, backpacks, school bags, helmets, conditions of entry, bag inspection, deprivation of liberty, staff safety.
Customer Theft – After a Theft
What to do following a theft or suspected theft.
If You Discover Stolen Stock
If you find empty packaging, security tags, damaged packaging or believe stock has been stolen:
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Notify the manager immediately.
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Do not throw away the packaging.
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Identify the missing product where possible.
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Record where and when the packaging was found.
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Leave the packaging available if it may be required as evidence.
Management will review CCTV, determine when the theft occurred and arrange any required stock adjustments.
Reviewing CCTV
Where theft is suspected, CCTV should be reviewed as soon as practical.
Management should:
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Identify the person involved.
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Record the time of the incident.
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Obtain vehicle details if available.
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Save or export the relevant footage before it is overwritten.
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Capture still images where appropriate.
KAS Response
Every theft is assessed individually. Management will consider:
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The value of the goods.
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Whether payment has been made or the goods recovered.
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The age of the offender.
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Previous incidents.
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The available evidence.
Under 18
Where the offender is believed to be under 18 years of age, management will generally contact the parent or guardian.
If the matter is resolved and payment is received, a 12-month Guardian Required Notice will normally be issued.
If payment cannot be obtained, the offender cannot be identified, or the offending is serious or repeated, the matter may be referred to WA Police.
18 Years and Over
Where management reasonably believes an adult has committed theft, a 12-month Store Ban will generally be issued. Payment for stolen goods does not automatically remove the consequences of theft.
Police Reporting
Where payment cannot be obtained, the offender cannot be identified, the incident is serious, or there is repeat offending, management will generally lodge a report through the WA Police Online Reporting Portal.
Record the Police report number with the incident.
Main reporting page
Retail reporting page
KAS Login
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Password: Refer to the secure password manager.
After signing in, the system will authenticate the business email address. You will then be asked to complete your own details, including your:
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Full name
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Date of birth
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Driver's licence number
These details identify the person submitting the report on behalf of Karratha Adventure Sports.
The theft needs to be reported in the Managers Safety Announcements feed in TANDA, all updates can then be posted under the incident.
Social Media Identification
Only management or the business owner may approve social media posts seeking assistance to identify offenders.
Where management reasonably believes the offender is an adult, clear CCTV images may be published for identification purposes.
Where the offender is believed to be under 18 years of age, identifying images should not be published. If public assistance is required, faces should be blurred or identifying features obscured.
Identification posts should be removed once the person has been identified or the matter has been resolved.
Confidentiality
All theft incidents are confidential.
Only management may:
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Contact WA Police.
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Release CCTV footage.
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Issue Guardian Required Notices or Store Bans.
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Approve social media posts.
Staff must not discuss theft incidents outside the workplace or share CCTV or customer information without management approval.
Payment of stolen stock
If a customer returns to pay for unpaid goods, remain calm, polite and professional. Process the transaction as directed by management and avoid arguing or lecturing the customer.
Management will determine the appropriate outcome based on the circumstances. Payment for stolen goods does not automatically prevent a Guardian Required Notice, Store Ban or Police report.
Keywords: Stolen stock, empty packaging, empty lure packet, missing stock, CCTV review, CCTV export, Police report, WA Police Online Reporting, Guardian Required Notice, store ban, social media identification, theft investigation.
Customer Theft Procedure TANDA POST
Thanks everyone for attending today's safety meeting.
We discussed our new Customer Theft Procedure, including how to prevent theft, safely respond to suspicious behaviour and what to do after a theft has occurred.
The biggest takeaways are:
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Excellent customer service is our best theft prevention tool.
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If something doesn't feel right, engage with the customer and notify a manager if your concerns continue.
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It is okay to politely ask a customer to return to the counter if you believe an item may not have been paid for.
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Never chase, physically stop or restrain a customer. Your safety always comes first.
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If you discover empty packaging or believe stock has been stolen, notify a manager immediately and leave the packaging for investigation.
The full procedures are now available on KASSI under:
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Customer Theft – Prevention & Suspected Theft
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Customer Theft – After a Theft
Please take a few minutes to read both procedures. If you have any questions or think something should be added, let me know.
Thank you for helping us keep our workplace safe while providing excellent customer service.