Formal Complaint Regarding Unfair Treatment by Security Personnel

I would like to share my experience regarding an incident at Dischem Southgate Mall that I believe was handled unfairly. I was accused of shoplifting on 20 December 2024 and subsequently arrested. While I understand the importance of store security, I feel that the process leading to my arrest was not handled fairly or professionally.

Firstly, I was not given an opportunity to explain before security intervened and I was followed to my car and the security searched through my belongings which was an invasion of privacy. Also, the security blatantly refused when I asked to see the manager which I believe very customer has the right to speak to management. I wanted to speak to management with the intention to pay for the product. Secondly I was not informed of my rights at the time, I was just made to write down my details and held in control room for over 5 hours before law enforcement arrived. The only thing the security personnel asked me was if I had someone to fetch my car without explaining why I needed someone to fetch my car.

I believe that all customers, regardless of the circumstances, should be treated with fairness and respect. I would appreciate a response from the store regarding their policies and procedures for handling such incidents, as well as steps they take to ensure fairness for all individuals involved.

I hope this review encourages the store to improve its approach to security and customer interactions.