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:

• Fishing lures
• Knives and multi-tools
• Sunglasses
• Reels
• 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:

• School bags
• Large backpacks
• Motorcycle and bicycle helmets
• Other bulky personal items capable of concealing merchandise
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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:

• Spending excessive time in low-visibility areas.
• Frequently looking around for staff instead of products.
• Working in groups to distract staff.
• Carrying unusually large bags or bulky personal items.
• Repeatedly entering and leaving the store without making a purchase.
• Empty packaging being found on shelves.

If you are concerned:

• Continue providing excellent customer service.
• Engage the customer in conversation.
• Find a task nearby, such as facing shelves or tidying stock.
• Notify the manager if your concerns continue.
• 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:

• "Sorry, I think we may have missed scanning an item."
• "Excuse me, I think there may still be an unpaid item."
• "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

·         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.

·         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.

·         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.