Coles is an Australian-based supermarket that covers the eastern and southern seaboards of the country. But, like most of the Western world, they are experiencing a heightened crime wave of theft, shoplifting, and fraud.
In all, it appears that Coles has a zero tolerance policy when it comes to any form of shoplifting.
We’ll tell you all about Coles and their shoplifting policy. This will include publicly available documentation along with other things covered like the handling of offenders and more.
Coles Shoplifting Policy
We did contact Coles about their shoplifting policy. They don’t seem to publish much online in the way for the public but definitely for employees.
While we didn’t hear back from the company, we were able to locate some of the policies they have in place. These are specific to fraud and personal experiences of shoplifters seeking legal advice.
Along with the traditional idea of shoplifting, where someone takes an item and walks out of the door, there is also fraud at the self-checkout isles.
This seems to be more of a problem at Coles stores than actual stealing. Because self-service checkout thefts are rising, it’s opening the door to a new way of shoplifting.
Discount Theft
Per a retail theft assessment in Australia in 2019, it estimates a 16% spike in less than two years. Businesses of all sizes between Australia and New Zealand lost a net worth of some three billion dollars in the 2017 to 2018 fiscal year.
Coles’ use of self-checkout lanes increases petty theft, which accounts for ⅓ of all Coles’ theft.
What happens is people come to the register with their carts full and forget to pay for certain items they have under the basket, for example.
They could also have forgotten items in their hand, purse, upper carriage of the cart, and other such explainable places. Some of these are honest mistakes and yet others are intentional.
Classic Shoplifters
In terms of shoplifters in the classic sense, there are several accounts at legal advice forums where people admit to stealing from Coles.
While some of these are bordering on the discount theft discussed above, there are some clear observations.
It seems as though minor theft often results in Coles banning the shoplifter from the store. First time offenders get a warning but if they do it again, they receive banishment. Thefts that are more serious result in prosecution with all footage and other evidence of the theft submitted to the police.
It is up to the discretion of management and security to call the police. But, once again, it will depend on the value of the stolen goods and if any other crimes accompanied the shoplifting. If you happen upon such a situation, forgetting about an item is a consideration, but don’t expect them to believe you right away.
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Catching & Handling Offenders
Coles catches and handles offenders in various ways. In most cases, they use security officers and surveillance footage. However, they have begun devising other creative means for catching criminals.
Because shoplifting and fraud are so bad, Coles encourages public assistance to help them catch offenders.
They can approach a team member, or management or visit the security desk. Customers can also contact the corporate office.
Other Security Measures
In response to the uptick of theft at the self-checkouts, there are cameras along with new gating technology and big imposing security screens.
These do a lot to prevent would-be thieves from running off with merchandise. But, a few do still get away with it.
In some cases, store managers use social media to shame shoplifters they haven’t been able to catch. One Adelaide location does this regularly as a means to deter thieves in the first place.
Also, police throughout New South Wales (NSW) are working with Coles to crack down on those who lie about what they steal.
They want to send a clear message of zero tolerance complete with legislation to back up their efforts. There are several incidents where police followed anyone from teenagers to the elderly for this.
Equal Treatment & Penalties
So, they treat all offenders equally in this regard. Minor offenders have the opportunity to pay for the items but Coles usually bans them from returning for a specified time.
This could be for as little as six months to as much as a lifetime ban. The amount of time relies on the severity of the theft.
The amount and value of the stolen goods will play heavily into what happens to an offending shoplifter.
In Australia, a theft worth $2,000 has a maximum penalty of six months in prison, a fine of up to $7,500, or both. This seems to be the worst punishment a shoplifter will receive after getting caught.
Certainly, security and police take into consideration the circumstances surrounding the theft. Not everyone will receive this kind of penalty just because they stole.
But, it is a definite possibility for those who are repeat offenders or frequently commit discount theft.
Employee Theft & Reporting
A way to see one aspect of Coles shoplifting policy is in their most recent lease of the “Code of Conduct” for employees.
Obviously, they define “theft” as one of several points they consider inappropriate workplace behavior.
When an employee suspects a coworker of theft, the company directs them to report the incident. While it’s advisable for them to speak with a manager (at any location), they also offer a confidential reporting line.
StopLine gives in-company employees of all kinds and third parties the ability to report fraud.
Additional Related Policies
This means employees can be anonymous since Coles also has a Whistleblower Policy. This illustrates Coles’ commitment to protecting people who see fraudulent activity, theft and other nefarious behavior from coworkers.
In fact, if an employee suspects a serious crime from another employee and fails to report it, the witnessing employee could also be accountable.
This may include arrest, job termination and other disciplinary actions.
Reasons for the Shoplifting Increase at Coles
There are several reasons why shoplifting is increasing at Coles and why their response is strict. Part of the problem that underlies any reason is the lack of care from the public in general.
The self-checkout lanes are costing more to operate than initially assessed because of discount theft. Some people don’t see it as theft since there’s no real human element involved with the transaction.
Others will go so far as to justify the theft due to perceived corruption and infractions that counter public interest by the company.
Yet there are those who honestly forget about some items because they’re in a rush, distracted and etc.
There are a few with an addiction to shoplifting for the sheer rush they get from it and others simply cannot afford the items they need. Criminal investigators in Australia are painfully aware of how inflation is influencing shoplifting throughout the country.
Conclusion
Coles shoplifting policy is one of zero tolerance because of how often it occurs in their stores. Discount theft is on the rise due to hyperinflation and the ease in which people find they can walk out with merchandise from self-checkout lanes.
While other factors play into the phenomenon, Coles responds with equal fervor.
While they don’t publicly list their shoplifting policy, there are several ways to locate clues and tidbits about what it is.
From legal advice forums to media articles and the employee “Code of Conduct,” it’s not difficult to piece together what they do.
Reference Sources
https://www.smartcompany.com.au/industries/retail/shoplifting-theft-australia/