A Locked Fire Exit During a Festival Sale
A 1,200 sq ft general store in Guwahati is holding a festival sale with about 60 customers inside. The main front exit is open, but the rear emergency door has been locked for months because staff say it is a theft risk; cartons of soft drinks are stacked in front of it. Of the two fire extinguishers, one has its pressure gauge in the red zone and the other was last inspected 14 months ago. A sales assistant notices a teenager slip a ₹450 packet of pens into a backpack and head towards the front door. The store has no security guard and no written policy on detaining suspected shoplifters. The manager is on the floor and must decide what to do first, what to do about the teenager, and what to fix before the next day's sale.
1. What should the manager do first, second and third? Justify the order.
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First: clear and unlock the rear emergency exit. Sixty people with one usable exit is a life-safety risk. If a fire, electrical fault or panic occurs, a locked door and stacked cartons can cause a crush. The exit must be opened and kept clear immediately, even during the sale. Staff can clear the cartons quietly without announcing a crisis.
Second: deal with the extinguishers. The red-gauge unit is not serviceable and must be replaced or recharged; the other is overdue for inspection. Tag both, record the date, and arrange service. A fire extinguisher that cannot be trusted is worse than no plan because it gives false confidence.
Third: handle the suspected shoplifting. The loss is ₹450, while a confrontation could cause injury, a wrongful-detention claim or a panic in a crowded store. The manager should not stop the sale or chase the teenager.
Justification for the order: life safety outranks property loss. A ₹450 theft is recoverable; a blocked exit in a crowded store is not. The manager should fix the exit first, then the fire equipment, then deal with the theft through calm observation and recording.
2. How should the suspected shoplifter be handled without creating legal or safety risk? What should be recorded and fixed afterwards?
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The staff should not detain, physically search, block or publicly accuse the teenager. A polite approach near the door is acceptable: identify yourself, ask if they need help, and ask whether the item has been paid for. If they deny it, ask for consent to check the bag. If consent is refused, do not force the bag open or grab the person. Note the time, description and direction, preserve CCTV, and recover the item only if it can be done safely.
Because the person appears to be a minor, call a parent or guardian rather than the police unless the situation is serious or repeat behaviour and the store's policy allows it. Do not chase outside the store. The ₹450 loss is smaller than the legal and safety risk of wrongful confinement or a physical struggle.
Record: date and time, description, item and value, what was observed, whether CCTV was preserved, action taken and who was informed. Fix afterwards: keep the rear exit unlocked and marked, ban stacking in front of it, replace the extinguisher, introduce a written no-detention policy, train staff, add mirrors or CCTV near the entrance, and hold a fire drill. The manager should also check whether the store's insurance and fire inspection records are up to date.