Rising retail theft and violence: How to protect your business, team and customers

The Businesses in all communities across Canada have seen a significant rise in violent and organized crime. 

This activity extends beyond dash and dines and shoplifting. Rui Rodrigues, Executive Advisor at Retail Council of Canada (RCC) says, “We have seen an increase in aggravated assault and weapons being used — people are not feeling safe going into brick-and-mortar stores.” 

[See CTV News: Violent Crime on the Rise]

To address this issue, RCC, The Ontario Chiefs of Police, Toronto Police and Workplace Safety & Prevention Services released The Retail Safety & Security Guide. Developed in consultation with and based on the best practices of retailers, security organizations, and police services, the guide provides advice to help business owners and leaders:

• prevent and reduce incidents of crime and violence

• make their businesses less vulnerable to crime

• identify and select appropriate responses to address retail crime.

• prevent and address the most common and severe forms of retail crime, including robbery, break and enter, fraud, and shoplifting.

• Learn new techniques to address abusive customers, suspicious individuals, intoxicated individuals, and individuals experiencing a mental health crisis.

Jody Young, President and CEO of Workplace Safety & Prevention Services says being proactive and prepared is key to safety and security for the retail sector. “This collaborative initiative will help retailers of all sizes advance safety in the workplace with tools and resources that can be quickly put into practice.”

Practical information for both management and employees

The nearly 60-page Guide is broken into two distinct sections for management and employees. 

The management section provides practical tips and advice regarding health and safety, strategic data collection and analysis, conducting regular risk assessments, and environmental design, and provides advice specific to various types of crime.

The program and policy development section outlines management responsibilities under the OHSA and best practices for:

• Developing and implementing a violence prevention strategy

• Hiring policies

• Safe scheduling practices

• Risk assessments

• De-escalation training

• Debriefing after incidents

• Developing rules and procedures

The employee section reminds employees of their right to refuse unsafe work and their responsibility to report any contravention of the Act or regulations, or the presence of any hazards to their employer or supervisor, including violent incidents, such as:

• Verbally threatening to harm a worker, or their family, friends, associates or property.

• Making physical contact with a worker or attempting to do so

• Sending threatening notes/emails to a worker, throwing objects, or shaking a fist.

[See: Reporting Workplace Violence and Harassment Procedures]

The Guide emphasizes the importance of personal safety and offers tips to help employees keep themselves, colleagues, and customers safe. It also encourages them, if they are able, to pay attention to and take mental notes of key details to assist in investigations.

It is chock full of crime-specific advice and provides answers to commonly asked questions, such as:

• Can a staff member grab someone?

• Can a staff member ask to look in someone’s bag?

• How long and under what conditions are staff able to detain someone suspected of committing a retail crime?

It also provides links to more than 20 resources that business owners can refer to for more information and guidance.

Collaboration is essential

These events are happening almost daily, and they are having a significant impact on employee and customer safety and business viability. Paul Pederson, Executive Director of the Ontario Association of Chiefs of Police believes collaboration between law enforcement, businesses and consumers is critical. “Our message is clear. Combatting retail crime in Ontario requires a united front. Police, businesses, and consumers must collaborate, share intelligence and build a culture of mutual trust and vigilance.”

Access your copy of the Retail Safety & Security Guide here

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