Incident reports

An incident report is the formal record of any unusual event during your shift. It is a legal document. Police officers, solicitors, insurance assessors, or a court may read it. Write it accordingly.

When to use it

File an incident report for any of the following — and anything else your manager would want to know about:

• Theft, robbery, or suspected crime
• Physical assault, fight, or altercation
• Injury to any person on site (including yourself)
• Property damage
• Suspicious behaviour or a suspicious person
• Ejection of a person from the premises
• Refused entry where you judge it significant
• A lost-and-found item of significant value

If you used physical force during the incident, you must also file a use of force report separately.

How to file

1. Open the Reports tab, or use Quick Actions on the Dashboard.
2. Tap New Report and select Incident Report.
3. Your GPS location is recorded automatically. Adjust it if you have moved since the incident occurred.
4. Complete all fields. See below for what to include.
5. Attach photos using the camera or upload button.
6. Tap Submit. If you cannot finish in one go, save as a draft and return as soon as possible.

What to include

• Time — The exact time from your phone clock, not an estimate. "22:14" is far stronger than "around 10pm". If you did not check at the time, note when you first became aware.
• Location — Be specific. "North entrance, left of the double doors" not "outside". Name zones, buildings, or landmarks.
• People involved — Full names if obtained. If not: approximate age, height, build, clothing, hair, and any distinguishing features.
• What you observed — Objective facts only. Write what you saw and heard. "Subject grabbed the patron's collar" not "subject was being aggressive". Avoid opinions, assumptions, or guesses about motive.
• What you did — Your actions in the order you took them.
• What happened next — How the situation resolved. If police attended, include the crime reference number.
• Witnesses — Names and contact details of anyone who saw what happened. Even a first name and a phone number is valuable.
• Photos — Photograph damage, the scene, and anything relevant. Do not photograph people unless lawful and necessary.

Common mistakes to avoid

• Vague times — Always check your phone clock. A precise time carries significantly more weight.
• Opinions instead of observations — "They looked suspicious" is not evidence. Write the behaviour: "The individual stood watching the staff entrance for approximately ten minutes without approaching."
• Missing witnesses — A colleague, a bystander — note their details even if you only manage a first name and a number.
• Delayed filing — Memory fades quickly under stress. File the same shift wherever possible.
• Empty fields — If something is genuinely unknown, write "unknown" or "not obtained". Do not leave fields blank.