Store Security Policy and Procedures
Our aim
The Store insists on the highest level of security to prevent theft and insure a safe
working environment for staff members and customers alike.
Staff general security
Giving away products
You may be asked by customers and friends to give away merchandise but at no time
can you give away products. Giving away products is a very serious offence and a
breach of store policy and will lead to disciplinary action.
Procedures for staff purchases
After three months of employment a discount card will be supplied to all staff
members. This will entitle you to a 12% discount on all goods. This is for employee
use only and not to be abused and will be monitored.
All staff purchases must be made before or after your shift. If you wish to make a staff
purchase see your Supervisor who will document the purchase. A check seal sticker
must be placed on all items purchased before your shift.
Staff holds: are permitted for 24hours and will be kept at the supervisors counter.
Staff lay-bys: are permitted with the same conditions as customer lay-buys.
Property
It is company policy that all bags must be available for inspection by the security
officer or Manager if requested. Staff are permitted to enter and exit the store only
through designated staff entrances. All emergency exits are alarmed and employees
must only enter if there is an emergency.
Lockers
Lockers are provided for all staff to keep their personal effects in while at work. It is
each individual’s responsibility to make sure their locker is locked
Valuables
Do not bring valuables to the store, as the store will not be responsible if they go
missing
Equipment security
Our store has bought equipment to make our company more efficient and
professional. Equipment is a valuable asset and it is the Supervisor’s responsibility to
ensure the following rules are adhered to:

Equipment must be serviced on a regular basis

Staff member must treat the equipment with respect

All staff must be appropriately trained in the use of equipment and associated
occupational health and safety issues

Equipment must be used in an appropriate manner and not for personal use

All equipment should be stored in a locked cupboard

Keys are to be held by the Supervisor at all times

Equipment must not be left lying around as theft could occur
Visitors’ and contractors’ access
For insurance purposes all visitors and contractors must fill out their details in the
Visitors Register before carrying out their business in the store. They must report to
the office on arrival where they will sign the Visitors Register, be issued with a
security badge and informed of their access to various locations within the store.
Security will be notified to escort visitor to required location.
Deliveries
The receiving bay must be locked at all times. All deliveries are received through the
receiving bay and never the front entrance. All goods must be received either by the
store person or a department Supervisor and signed for after checking the delivery.
This is one of the main places where theft can occur so extra vigilance is called for.
Armed robbery procedures
Our company policy is to provide a safe and healthy working environment. Do not
attempt to be heroic: your life is worth more than any amount of money.
However, in the event of a hold up the following procedures must be followed:

Remain calm and quiet

Stand still and do not make any sudden movements

Obey the offender’s instructions

Do not draw attention to yourself, and speak only when spoken to

Avoid direct eye contact and do not stare at the offender
What to do immediately after the offender has left the scene:

Arrange first aid assistance if required

If possible note direction and means of departure, not putting your self at risk.

When safe to do so advise security and the Manager who will ring the police 000
and contact head office
The Manager will seal off the area where the event took place
The Manager in charge will ask all witnesses to remain until the police arrive and you
will be allowed to your notify parents and family, should you be required to remain in
the store
The Manager will complete the appropriate forms
Store safety tips

Do not chase offenders.

Observe the dress and physical appearance of the offender but only if it is safe to
do so.

Assess the offender’s height against a display stand, post or doorway.

Do not attempt to answer a ringing telephone

Do not attempt to delay the departure of the offenders because the sooner they
leave, the sooner you are safe.

Do not discuss the incident with other employees until you have spoken with the
police.

Do not drive a vehicle immediately after a hold up as it is possible that you could
be affected by shock.

Do not touch anything as important evidence could be destroyed.
We recommend that you take up any company offers of trauma counselling.
Opening and closing the premises
For the safety of yourself and others please follow these opening and closing
procedures.
Opening the store

On arrival, enter through staff entrance and sign in.

Secure your belongings in your locker.

Sign for keys and count your float in the cash office.

Secure your float in the cash register.

Make sure all windows and doors are open and that customer entrances are open
and clear of obstacles.

Vacuum the floor if needed

Turn on all equipment such as radios and air conditioning

Turn on lighting
Closing the store
All staff must leave before closing procedure is started. No friends or relatives are
allowed during closing procedure.

Ensure that only appropriate lighting is left on.

Check all toilets, fitting rooms and do a quick run around to ensure no one is left
in the store.

Make sure all doors and windows are closed.

Make sure all equipment such as radios and air conditioning are turned off.

Ensure that all registers are cleared and the cash is taken to the cash office.
Alarms are to be activated by the Supervisor and security officer and all keys are to be
handed to the security officer and signed off in the key register
Note: If your car is parked in a dark place ensure that a security officer accompanies
you to your vehicle.
Cash office security
After hours security is responsible for managing and maintaining building security.
Keys to the office are provided to all executive staff and to other staff members, as
the occasion requires.
Doors must be kept locked at all times.
Two people must always be present when opening the safe and counting money.
Policy for dealing with cash, credit, cheques and EFTPOS
Correct handling of payments during sales transactions (cash, cheques, credit cards
and EFTPOS) is important to minimise losses through fraud or theft. Errors by staff
can include giving the wrong change, pricing, discounting incorrectly, not checking
goods properly.
We realise that occasionally people make mistakes and the possibility of a shortage in
our cash registers does exist. For this reason you will not be required to make up
shortages. However, it is a serious matter if you frequently have significant cash
shortages. You will be notified and your knowledge of cash register procedures will
be reviewed.
Cash register procedures

Always count your float in the cash office.

Never use another staff member's cash register.

Total the sale and advise the customer the total amount.
It is paramount to enter the amount the customer gives you to ensure the change
required is recorded and shown on your register

Place the notes or cheques on the cash drawer; do not put it in the register at this
stage.

Make up the change.

Count the change back to the customer.

Place the amount tendered into the appropriate compartments of the drawer.

Close the cash drawer.
Failure to follow cash register procedures will result in disciplinary action
Always cash up your own register
Cash handling security procedures
Supervisors need to watch for signs of cash theft. Some signs are staff that use the
no-sale button often or are working out of the drawer and have excessive overrings.
Store policy is never open the drawer and give change. If a customer complains
about change given, record the customer’s details. At the end of the day, if the till
does not balance, the supervisors will contact the customer. Never take the
customer’s word alone.

No unauthorised person is permitted behind the counter for any reason.

Never leave your cash drawer or the register open for any reason. Notify the cash
office when you require a cash pick up.

Cash is never to be counted in view of the public. Office staff and a security
member will collect cash and it will be counted in the cash office

Security measures and procedures should never be discussed with anyone other
than the Manager
Cheque transaction procedures
Bounced cheques cost our company valuable profits. A cost is incurred to the
company when a cheque is returned.
The following procedures are important for our store and must be used:

Ensure that the correct company name is written on the cheque.

All corrections are initialled by the customer.

Cheques should be signed in front of the Supervisor

Make sure cheques are marked Not Negotiable with the correct date and amount.

Ensure writing is in black or blue pen never RED.
Our store does not except post-dated or cash cheques

Telephone for authorisation for cheques over $100.
All interstate and overseas cheques must be authorised by telephone

Verify that words and figures match

Verify that the signature on the cheque matches the identification used
Identification can be either passport or drivers license. On the reverse of the cheque
record the customer’s address, phone number, license number and identification
used.
Credit card transaction procedures
The risk of credit card fraud is on the rise, as over half the store transactions are paid
for with a credit card. Although we have an electronic system in our store, sometimes
there might be a system failure or a damaged card. Manual procedures must then be
used.
Manual credit card procedures
Ensure the sales voucher is filled in correctly
Check that the card has not expired
Check the name matches the person using the card
Verify the signature
Ensure all information has been indented on all copies of the sales voucher
Correct amount on docket
Purchases must be over $20.00
No cash can be given on credit card transactions
For all transactions over the $150.00 floor limit, please phone for authorisation
Check card against stolen card list, if the number appears on the list, retain the card
and ring the bank (The bank will advise what to do)
Electronic EFTPOS /Credit Card Procedures
Check card has not expired
Verify correct amount and circle approved
Initial credit card slip
Check signature
Ensure customer receives the correct copy
Cash out can be given on EFTPOS
Cash cannot exceed $200.00
Purchases must be over $20.00
End of Shift Procedures
Fifteen minutes before your shift ends a Supervisor will complete a reading on your
register and EFTPOS machine.
At the end of each shift it is the staff member's responsibility to take the cash draw to
the cash office
In the presence of cash office staff or a Manager the sales assistant will count and
reconcile taking
The float amount will be left in the cash drawer
All takings and reconciliation from register are to be placed in a security pouch with a
seal a signed by the sales assistant
All taking / float will then be deposited into the safe
Cash office staff will re-count all takings and float
Cash Holding – Security Procedures
Access to the safe is only available to Manager (the combination is confidential), for
security reasons the following must be adhered to:
All cash is kept in the safe at all times
A Manager and a staff member must be present to open the safe. (Always two people
present)
Then safe register must be completed whenever opening or closing the safe. Ensure
the safe register is filled in correctly with date, time, and reason
To open the safe enter the combination and insert Manager key
All money placed in the safe must be in pouches with reconciliation forms or banking
slips
Banking Procedures
Cash office staff handle all banking procedures
Safe is opened by the Manager and all cash is counted
A banking deposit slip is then completed
A security firm will collect all money three times per week
Policies dealing with Theft
Preventing Theft
Shop lifting is a huge cost to our business and must be reduced where possible. It is
our company policy that with the proper training you can prevent shoplifting before
it happens. Keep an eye on anyone acting suspicious, be alert and watch out for the
signs. All staff must be on the lookout for all acts of dishonesty and all incidents must
be reported to the Manager.
Our company policy is to prevent theft by the RGD method
R
Recognise suspicious behaviour
G
Good customer services
D
Danger spots/times
Recognising Suspicious Behaviour.
Shoppers who loiter in an area for a long time
Persons shopping in a group who split up but maintain eye contact
Groups of school children with large bags
Shoppers who avoid staff member’s attention
Shoppers who wear unusual or bulk clothing
Good Customer Service Prevents Theft
Through good customer service there are ways to reduce the risk of shoplifting. The
preventative measures our company follows are:
Always count the number of items customers take into the change room (company
policy is no more than three items)
Always count the number of items when the customer is leaving the change rooms
Check customer and staff bags
Acknowledge customers on entering and leaving the store
Always offer customers assistance if they are wandering around
Look for customers watching you, ask if you can help them
Check that all lighting is turned on and working
Ask customers holding goods if they would like to pay for them
Top up counter displays so they are fully stocked
Always keep cupboards locked that should be locked
Always keep the staff room door closed
Always keep your staff lockers locked
Danger Spots
Always maintain a clear view across the shop and have no hidden areas that may
provide an easy opportunity to conceal merchandise. Areas of the store, which are
most likely to attract thieves, are:
Displays near exits
Change rooms
Toilets
Unlocked doors
End of aisles
Danger Times for theft
Shoplifters are most likely to steal during danger times so be alert and remember
RDG. Keep your mind on the job during these times:
Late night/Saturday mornings
Holidays periods when store has busy peak times
Opening and closing times of the store
Staff changeovers
While attending to fitting room, laybuys, changing displays, restocking and while
using a ladder
As a preventative measure Store safety policy states 3 limbs must be on the ladder at
all times and a second person must support the ladder, that way they can also be
keeping an eye out for any suspicious behaviour.
Apprehension of Shoplifters
Be aware as shoplifting can happen unexpectedly. Apprehension of shoplifters
should be the last resort. Our store policy is prevention is easy and a far more
effective approach.
Approaches to avoid apprehension
False accusation or wrong apprehensions may leave our store open to charges.
If you suspect a customer of stealing, try to encourage them to purchase the item by
using statements such as:
Would you like to purchase that item,(use name if you know what they have taken)
You can pay for that item at the register when ready, eg basketball
Do you know we have a lay-buy system
If the customer has left the store and has not paid for the goods, use the following
statements:
I am sorry but you have forgotten to pay for that item eg basketball
Did you know you have not paid for the item in your possession, eg pram, bag, basket
Procedure if apprehension must occur
Alert another staff member to contact security by calling extension 71
Inconspicuously follow the accused if safe to do so
Never accuse the customer of stealing or touch them in any way
Ask the customer to accompany you to the security office
If customer refuses to wait for security to arrive, then inform security of the following
details:
In which direction they went
Description, what they wearing, nationality, anything that stands out, eg tattoos,
facial markings, hair colour and length
What they were carrying
What you suspect they stole
A note of where the goods were concealed
If they drove away, give a good description of the car, eg colour or registration if
possible
Inform your Manager of all the details of the event and fill out a loss/apprehension
report immediately
Reporting of theft.
Our company policy is to follow all legal obligations so remember when filling in a
report never exaggerate. Never accuse or use discriminatory language (age, race, sex,
etc) and don't make judgements about why they have stolen or the situation they are
in. Shoplifting is a criminal offence and has to be dealt with according to the law.
When filling in the report, stick to the facts and keep all answers simple and clear.
Describe the facts, what you saw, where it happened, when it happened, what you
did, what happened then and what was said.
Customer's Property
What is the Bag Check Code of Practice?
The Bag Check Code of Practice is a joint initiative of Retailers and the Department
of Consumer Affairs and has been developed as a compromise between the interests
of privacy, retail and consumer groups. The purpose of the code is to provide
principles and practices in relation to property checks so that shoppers and retailers
can approach the situation with knowledge of their rights and obligations. Our
customer property policy adheres to the principles of the code of practice.
Our Policy
Our store conducts property/bag checks in an attempt to control theft. All staff are to
be trained in the Property/Bag check procedures and aware of the stores legal
position regarding this matter.
Legal Position - The store must notify customers of its intention to conduct property
checks. A prominent notice that clearly sets this out must be displayed at a point
where customers can see it prior to entry.
Store Policy - Signage is prominently displayed at entrances to our stores
establishing entry conditions, which includes:
All bags and property will be checked when leaving the store
All school bags will be checked when leaving the store; (Staff are encouraged to ask
students to leave their school bags with security at the front entrances.)
All shopping trolleys and prams will be checked upon leaving the store
The Store's Right to Conduct Property/Bag Checks
Legal Position - A customer who enters our store does so under licence. The
shopkeeper may make that entry conditional upon showing bags, trolleys, prams,
cartons, parcels and containers for checking.
Store Policy - Personal handbags will not be checked unless larger than a sheet of
foolscap paper.
Legal Position - Staff members who forcibly conduct a property/bag check against a
customer's will, may be liable for assault.
Store Procedures
All customers upon leaving the store should be requested to open their bags/property
for inspection either at the register or the customer exit point
Requests should be courteously made so as to minimise the degree of intrusion
The employee should request that the customer personally open the bag
There should be no direct physical interference by the employee
Where a view of the bag is obstructed by a large parcel, trolley, pram, coat or similar
item, the employee may request the customer to remove the obstruction but should
not touch the obstructing item
Dispute Procedures
Legal Position - A Shopper can refuse to allow a property/bag check. Employee’s
needs to be absolutely certain that the shopper has committed an offence in order to
detain or search the shopper’s processions.
Store Procedures
The employee should not under any circumstances enter into a dispute with the
customer over a request to check bags or a suspected theft
Under no circumstances will the employee attempt to forcibly restrain the customer
or interfere with bags or property
If any dispute arises the employee should immediately summon the store Supervisor
The Supervisor will explain the conditions under which the customer entered the
store. If the customer again refuses to offer the bags and property for checking, the
Manager may ask the customer to leave the store and not return or summon a Police
Officer
In summary, it is paramount that all Supervisors understand the rights and
obligations of customer's property.
Rights and Obligations of Customers
Rights
Customers have the right to know before entry that the store conducts property/bag
checks
Right to refuse interference with your person, property or with your bags. Checking
means that staff can look and not touch.
Under the Property Code the store has agreed not to check a personal handbag
unless it is larger than the size of a sheet of foolscap paper
Obligations
Having entered the store knowing that property/bag checks are conducted,
customers have accepted the store’s right to ask you to open you bags for checking.
IMPORTANT NOTES
Customers whom refuse inspection of their property/bags can be asked to leave the
store and not return.
The Supervisor/Security Officer will only hold a customer and call the police where
the employee is sure that an offence has been committed.
If an employee forcibly detain you or forcibly searches your goods, and you have not
committed an offence, you are entitled to complain to the management or the police
or consult your solicitor to determine what legal rights you have.
If you feel that the Property Code has been breached, you should contact the Retail
Traders Association in your state.
Returns Policy
Our returns policy means customers can shop at our store, knowing that with a
receipt, we can offer convenient repairs, exchanges and refunds, provided goods are:
Returned within six week from date of purchase
Goods must be in new order and condition
Identification must be supplied. (acceptable ID includes any document or card with
your name, address, signature and preferably a photo, eg a drivers licence)
With a receipt
Customer can easily bring the goods back with a receipt to the service desk for a
repair, exchange or refund.
Without a receipt
If a customer has misplaced the receipt, the store can offer a repair or exchange if the
goods were purchased in-store, with acceptable ID. However, the store is not
obligated to give a refund if proof of purchase cannot be provided.
This service is in addition to customer’s statutory rights to return faulty merchandise
for repair, exchange or refund.
When can a Supervisor refuse a refund?
In these cases we do not refund or exchange:
Where a customer wants to change good because they are cheaper elsewhere.
When a fault was made known to the customer at the time of sale.
When the customer has caused the item to fail.
.
The service desk is to complete a refund form and refer all refunds to their
supervisors for approval.
Supervisor's Responsibilities
Check that all requirements of the refund policy are met.
Establish with the customer why goods are not required or satisfactory.
Check date of purchase with receipt and condition of goods.
Check the refund form is completed correctly and sign the Supervisor’s section.
Identification is to be checked by the Supervisor.
Supervisors then present customer a cash or credit refund.
Supervisor's Audit Roles
In summary, Supervisors play an important part in implementing store security. The
three main areas of concern are: vendor theft, customer theft and employee theft. It
is the Supervisor’s responsibility to carry out regular audits to help prevent loss. The
types of audits required are random spot checks of cash, stock, employees and
regularly perform follow-up phone calls for refunds to customers. Further, to
discourage visitors or friends visiting staff members during work times, restrict
access to the stock room, and always make sure the back door is locked.