Co robić, kiedy wychodzisz ze sklepu, a bramka antykradzieżowa zaczyna piszczeć lub ochroniarz zatrzymuje cię i żąda pokazania zawartości torebki lub plecaka? Czy ma do tego prawo? Wątpliwości rozwiewa nasz ekspert
– Paweł Bilko, prezes Polskiego Stowarzyszenia Pracowników Ochrony.

Ochroniarze są wszędzie, mają oko na wszystko i wszystkich. Patrzą na ręce każdemu, kto wchodzi do sklepu i z niego wychodzi. Oko na klientów ma też operator monitoringu. To on najczęściej widzi, kto kradnie. Niestety, wychodząc ze sklepu, można najeść się wstydu i to nie tylko dlatego, że bramka mogła mieć usterkę i zaczęła piszczeć, ale również gdy pracownik ochrony na oczach wścibskich klientów żąda pokazania zawartości torebki lub plecaka. W takiej sytuacji był niedawno 70-letni pan Witold, o którym „Linia” pisała w połowie września w artykule „Ochroniarz potraktował mnie jak złodzieja”.

Po wielu telefonach od Czytelników, którzy opowiadali nam o swoich przykrych doświadczeniach z ochroniarzami, zapytaliśmy eksperta o to, co może, a czego nie może pracownik ochrony w sklepach i marketach.


Wypatrują podejrzanych klientów

Pracownicy ochrony, których najczęściej spotykamy podczas codziennych zakupów w sklepie, nie mają specjalistycznych kwalifikacji zawodowych. Kilka lat temu zmieniły się przepisy. Nie ma już licencji i od 2014 roku ochroniarzy obowiązują dwa rodzaje dokumentów: legitymacja pracownika ochrony i legitymacja kwalifikowanego pracownika ochrony (może nosić np. broń pod warunkiem, że ma na nią pozwolenie).– W sieciówkach ochroniarze nie noszą broni m.in. dlatego, że według handlowców to odstraszy klientów – zaznacza Paweł Bilko z Polskiego Stowarzyszenia Pracowników Ochrony. I dodaje, że w przeciwieństwie do pracujących po cywilu detektywów sklepowych, których coraz częściej zatrudniają galerie handlowe, pracownik ochrony musi być widoczny dla klientów – na odzieży musi mieć napis „ochrona”.

– Nasza praca polega na wypatrywaniu ludzi, którzy zachowują się podejrzanie. Naturalne jest, że przyglądamy się klientom i obserwujemy, czy towar z półki trafia do koszyka, a nie jest ukrywany np. w dziecięcym wózku lub pod ubraniem. Jednak o śledzeniu nie ma mowy – podkreśla Bilko. – Osoba, która ma coś na sumieniu, będzie czuła się śledzona przez nas i oko kamery. Ten, kto przyszedł tylko na zakupy, dzięki tej samej kamerze będzie czuł się bezpiecznie. Sklepy czy galerie handlowe są przestrzenią publiczną i można powiedzieć, że my pełnimy w nich funkcję stróżów prawa – dodaje.

Dyskrecja jest najważniejsza

Czy ochroniarz ma prawo nas wylegitymować? Zajrzeć do torby? Co robić, gdy wychodzimy ze sklepu, a bramka zaczyna piszczeć? – Najważniejsze, aby zachować spokój. Lepiej nie oddalać się, bo może to zostać potraktowane jako próba ucieczki, co może zakończyć się zastosowaniem przez ochroniarza środków przymusu bezpośredniego, czyli siły. A to z kolei najczęściej kończy się szarpaniną i nerwami – tłumaczy Paweł Bilko. I dodaje, że ochrona zadziałała prawidłowo. – Pracownik ochrony może podejść do klienta w momencie, gdy ten wyjdzie za linię kas. Dopiero wtedy można stwierdzić, że klient chciał coś ukraść – podkreśla. – Podczas interwencji pracownik ochrony powinien jednak zachować dyskrecję, a nie krzyczeć w zatłoczonym sklepie „stój, złodzieju!” – zaznacza Paweł Bilko.

Pracownik ochrony powinien podać osobie legitymowanej przyczynę interwencji i podstawę prawną, a potem po cichu zaprosić ją do pomieszczenia socjalnego, gdzie w spokoju można wyjaśnić całą sytuację. Z takiego zdarzenia pracownik ochrony zawsze powinien sporządzić notatkę służbową.

Lepiej przeprosić, niż procesować się w sądzie

Ochrona ma prawo wylegitymować osobę podejrzaną o kradzież, aby sprawdzić, czy nie znajduje się ona na „czarnej liście” danego sklepu.


– Ochroniarz nie ma jednak prawa przeszukać naszych rzeczy ani nas. Jeżeli klient wie, że nie ma nic do ukrycia, to w jego interesie jest pokazanie, co ma w torbie i kieszeniach – tłumaczy Paweł Bilko. – Ochroniarz może poprosić klienta o pokazanie zawartości torby. Jeżeli ten się zgodzi i nie ma w niej skradzionych rzeczy, to powinien go przeprosić. Ochroniarz jest zobligowany do tego, aby wezwać policję do każdej ujętej przez niego osoby. Jednak jeśli klient odmawia lub faktycznie coś ukradł, trzeba powiadomić policję. W przypadku gdy ochrona przyłapie kogoś na kradzieży, ma prawo do ujęcia podejrzanego o kradzież klienta i wezwania policji, która jest uprawniona do przeszukiwania osób – podkreśla.

Prezes Polskiego Stowarzyszenia Pracowników Ochrony dodaje, że klient, który poczuł się źle potraktowany, może złożyć skargę na ochroniarza (można to zrobić w prokuraturze, na policji lub do firmy) albo sądzić się z nim z powództwa cywilnego. – Jeśli ochroniarz bezpodstawnie zatrzymał jakąś osobę, to wypadałoby, aby zarówno on, jak i administrator obiektu najzwyczajniej ją przeprosili – podkreśla.

Źródło: www.linia.com.pl

26 thoughts on “Co wolno ochronie w sklepie?”

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