Disappointing human rights violation incident at Shoprite Devland store

I am disappointed regarding the treatment of my niece (Khanyisile) during an incident that occurred at your Devland store on 30/09/2024.

My niece was accused of shoplifting a perfume, a misunderstanding which arose from mistakenly adding the item to her friend's basket, believing it was part of the friend's other purchases. While I have not seen the footage and will refrain from commenting on that, I feel compelled to address the handling of the situation by your security personnel and management.

1. Use of Handcuffs: My niece was placed in Hancuffs from 12 noon till 5pm. At no point did she attempt to flee, resist, or pose a danger to anyone. It is my understanding that security personnel should only use physical restraint when absolutely necessary, and this situation did not warrant such.

2.Isolation from Family: I am also troubled by the fact that she was locked in a room and not allowed to see anyone. When I was informed of her situation, I immediately sought to send a friend to check on her. However, upon arrival, my friend was denied access and told that the matter did not involve us.

Furthermore, I was informed that the security personnel displayed a particularly arrogant demeanor, telling my niece that even if she called me, it wouldn't help with anything. This comment only served to heighten her panic and distress during an already traumatic experience.

This denial raises questions about the rights of individuals in such situations.

3.Dismissive management responses: The response from your store manager was equally concerning. When I inquired about the policy regarding detaining individuals and denying them access to their loved ones, the only response I received was "It's an arrest Sir." This lack of empathy and consideration for the emotional distress caused to my niece and our family is unacceptable.

4.Policy on handling shoplifters: Lastly, I request a copy of your policy regarding handling of shoplifting incidents. It is vital to understand the procedures in place to ensure that the dignity and rights of individuals are respected, regardless of the circumstances.

Perhaps Shoprite would be interested in responding to these issues and hope for a resolution that addresses the mishandling of this situation.

Thank you for your attention to this matter.

Sincerely, John Madzima