Prevent and report retail theft

Alcohol is a high-demand product that is easy to conceal and resell.

• Place alcohol and other high-risk products where staff can easily monitor them.
• Use security tags, barriers, locked displays or security cabinets for high-value or frequently targeted items.
• Keep portable and expensive products away from exits where possible.

Visible and attentive staff can help discourage theft and identify suspicious behaviour early.

• Acknowledge customers when they enter the store.
• Engage with customers and remain attentive throughout their visit.
• Be aware of customers' behaviour and actions.
• Check the number of items taken into and out of changing rooms.
• Keep records of customer returns where appropriate.
• Question people in restricted areas, stockrooms or staff-only spaces and verify the identity of tradespeople.
• Pay attention to customers who:
  • appear nervous or distracted
  • wear loose or bulky clothing, especially in warm weather
  • remain in the store for long periods without making purchases
  • loiter outside the store before entering.

Staff should be educated about what is considered a theft, and how to respond to a theft or a theft in progress.

Train your staff so that they are confident and equipped to recognise risks and respond safely. Staff should also understand the importance of recording the circumstances surrounding a theft.

• Roster at least two staff members per shift where possible, so the store is not left unattended.
• Consider engaging security or loss prevention staff where appropriate.
• Keep witness description forms and incident reporting tools readily available.
• Train staff on theft prevention, reporting procedures and personal safety.
• Use realistic scenarios to prepare staff for incidents such as robberies or aggressive behaviour.
• Encourage staff to prioritise their safety and avoid physically confronting offenders.

Reduce opportunities for theft by protecting valuable items and limiting access to cash.

• Never leave cash registers unattended.
• Limit the amount of cash kept on site and in registers.
• Avoid counting cash in front of customers or following predictable banking routines.
• Ensure customers cannot access behind-the-counter areas.

A well-designed store makes it easier for staff to monitor activity and harder for thieves to go unnoticed.

• Ensure the store is well lit.
• Maintain clear lines of sight across the store.
• Remove empty hangers, excess stock and other obstructions from shelves and racks.
• Install mirrors to improve visibility and reduce blind spots.
• Keep shopfront windows clear so staff can see outside and passers-by can see into the store.

Security measures can deter offenders and help police investigate incidents.

• Secure entrances and exits with quality locks, doors and other physical barriers.
• Keep staff-only areas and fire doors closed and locked when appropriate.
• Install monitored alarms and entry alert systems.
• Use CCTV to monitor entrances, exits, checkout areas and other high-risk locations.
• Display signage to let customers know CCTV is in use.
• Ensure staff know how to save and provide CCTV footage if required.
• Check all doors are locked at the end of the day and ensure no one remains inside the premises after closing.

Senior management should have an understanding of the principles of Crime Prevention Through Environmental Design (CPTED).

This concept explains that all physical aspects of a store, from layout to location, should be designed to reduce opportunities for theft.

You should feel empowered to identify patterns of theft within your store, and implement prevention strategies. You do not have to only rely on police response to deter theft.

Record any information that you have about the offender and any items stolen, such as:

• the offender's age, gender, appearance and clothing
• the offender's behaviour during their time inside and outside the store
• the make, model, colour and registration number of any vehicles involved
• the date and time the incident occurred
• details of the stolen property
• if CCTV footage is available.

For a theft in progress or when you need immediate police assistance, call Triple Zero (000).

If the offender has already left the premises, retailers can report through our Online Reporting service. If your business cannot report online, contact your local police station.

If you notice someone stealing from your store, do not physically confront them.

Record as many details about the incident as you can, call Triple Zero (000), and notify your manager.

Yes, if the theft is happening now or you need immediate police assistance, call Triple Zero (000).

For thefts discovered after the offender has left, retailers can make a retail theft report through the Online Reporting tool.

Yes. Retailers can report shoplifting even after the offender has left the store.

You can also make a report if you notice something was stolen later on in the day. You do not need to witness the theft in progress to report it.

Record any information that you have about the offender and any items stolen, such as:

• the offender's age, gender, appearance and clothing
• the offender's behaviour during their time inside and outside the store
• the make, model, colour and registration number of any vehicles involved
• the date and time the incident occurred
• details of the stolen property
• if CCTV footage is available.

Providing accurate information can assist police investigations. Descriptions of the offender's behaviour can also assist police, and your management, to identify patterns of offending.

Yes. Maintaining records of incidents, customer returns, suspect descriptions and available CCTV footage can assist police and help identify patterns of offending.

Yes. Alcohol is a high-demand product that can be easy to conceal and resell.

Place alcohol and other high-risk products in visible areas, and use additional security measures where appropriate.