Microsoft Word - Retailer's Welcome Manual (2016).doc

WILLOWBROOK TENANT MANUAL 2016

Security Security staff is on site 24 hours a day, 7 days a week. They are here to provide a safe and secure environment for staff and patrons. Security will respond to all emergencies and day to day calls, like lost children, lost and found, customer service and enforcement of the general shopping centre rules. Security will be happy to assist you or your customers with any questions or concerns they may have. Security patrols the shopping centre common areas and parking lot as well as rear hallways and the loading/shipping/receiving zones. Merchants are responsible for security within their own stores, however Security is available to assist you in the following areas: 1. To assist you with difficult customers and situations. 2. Assist you in detaining a suspect until the police arrive. 3. Escorts to vehicles or banking facilities. If you require immediate assistance please call the Security cell phone at 604.351.1661. Shoplifting: It is important that you understand the legal limitations governing Security Officers in Canada. A Security Officer is NOT a policeperson, he/she does NOT have the authority to search a SUSPECTED shoplifter, nor can he/she demand identification or information from the suspect. A Security Officer has exactly the same rights and privileges as a private citizen. They are governed by SECTION 494 OF THE CRIMINAL CODE OF CANADA, commonly referred to as a CITIZENS ARREST. If you suspect someone has shoplifted from your store please call the Willowbrook Shopping Centre Administration Office at 604.530.2115 or Customer Service at 604.530.4492 and advise Security to see YOU for a suspect description, i.e. height, weight, complexion, gender, hair length and color, facial features, direction of travel, etc. To make an arrest you must have continuity. You must keep the shoplifter in view. Have someone else call while you watch the shoplifter. What You Can Do, What We Can Do

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