Unresolved Complaint – Missing Phone & Lack of CCTV Support at Clicks Malelane

Dear Clicks,

I am extremely disappointed with how my request for CCTV footage has been handled.

On Monday, 3 November 2025, at around 12:00 p.m., I was at Clicks Malelane, making a purchase. While at the counter, I had my phone in my hand and a shopping basket. I briefly placed my phone in the basket to take tissues from the front aisle. When I returned, the cashier had already unpacked my items and placed the basket behind him.

After paying, I realized shortly afterward that my phone was missing. I immediately returned to the store, called my number (which rang twice before being switched off), and asked the cashier and store manager (Octavia) for assistance. The security guard discouraged me from requesting CCTV footage, saying it could only be accessed from Cape Town and would take six working days. Octavia later agreed to request the footage, saying the process would take some time.

I later contacted Clicks Customer Care and was advised to return with the police and a case number, or alternatively, send a written request via email — which I did. I made it clear that my intention was not to accuse any staff member but to simply access the footage to help trace my missing device.

However, on 11 November 2025, I received the following response from the Clicks Group Complaints Team:

“The area manager has confirmed that Clicks Malelane Inge does not have CCTV available. We are therefore unable to assist you with footage as requested. We regret any inconvenience and loss that you may have experienced arising from the incident. We recommend that you report this to the SAPS if you haven’t already done so and will co-operate fully with the investigation.”

This response is unacceptable. A national retail store operating without CCTV in a public and security-sensitive area such as the tills is both irresponsible and concerning. Furthermore, I was initially told by store management that footage could be requested — not that CCTV was completely unavailable.

I feel misled and unsupported throughout this entire process. I expect better transparency, accountability, and customer care from a company of Clicks’ stature.

I kindly request that this matter be reviewed urgently and that I receive a clear explanation as to: 1. Why customers are told CCTV can be accessed when the store allegedly has none. 2. Whether Clicks Malelane indeed lacks CCTV at all tills and customer areas. 3. What measures are in place to protect customers and their property.

SAPS Incident Number: 2/11/2025

Kind regards, Glade Bianca Nkosi