1. Purpose & Objectives

The Incident Response & Reporting Process ensures a swift, organized, and professional approach to handling customer injuries, accidents, disputes, and theft suspicions by:

✅ Prioritizing customer and staff safety. 

✅ Ensuring immediate response and medical assistance when required. 

✅ Documenting all incidents accurately for compliance and review. 

✅ Preventing escalations and maintaining a professional store environment.

2. Immediate Response & Reporting

📌 If an Injury, Accident, or Incident Occurs:

✅ Immediately assess the situation and prioritize the well-being of the affected customer or individual. 

✅ Notify the nearest supervisor or manager on duty. 

✅ Provide first aid or seek emergency medical services if necessary. 

✅ Ensure the area remains safe and prevent further injuries or hazards.

📌 If a Dispute Occurs Between a Customer & a Member:

✅ Store Management must take full control and follow these steps: 

1️⃣ Escort both parties off the sales floor to a private office. 

2️⃣ Hear both sides of the dispute and document key points. 

3️⃣ Collect any supporting evidence (witness statements, CCTV footage, etc.). 

4️⃣ If police involvement is required, the issue must be handled outside the store. 

✅ Never allow disputes to escalate in front of other customers.

3. Completing an Accident/Incident Report

📌 After ensuring the customer's safety:

✅ Fill out a Customer Accident/Incident Report. 

✅ Involve all relevant parties (customer, witnesses, supervisor) to ensure a complete and accurate report. 

✅ The report should include:

• Date, time, and location of the incident.
• Description of the event and nature of any injuries.
• Contact information of all involved parties.

4. Handling Theft Suspicions

📌 If a member suspects a customer of theft:

✅ Immediately notify store management. 

✅ Provide evidence (pictures, video footage, or witness statements). 

✅ Do not directly approach or accuse the customer. 

✅ Members are not authorized to act as representatives of the store in theft situations. 

✅ All visitors are considered customers of Westside Market, not of individual members.

5. OSHA Forms Filing & Compliance

📌 In addition to the Customer Accident Report:

✅ Complete  OSHA Form 301  for any injury or illness-related incident. 

✅ The form must include:

• Customer’s name and contact details.
• A detailed description of the incident.
• Any contributing factors leading to the incident. ✅ Annually complete and publicly display OSHA form 300A  summarizing workplace injuries and illnesses.

6. Medical Assistance & Follow-Up

📌 If medical attention is needed beyond first aid:

✅ Seek emergency medical services immediately. 

✅ Store Management must assist in coordinating care and follow-up arrangements. 

✅ Maintain open communication with the customer to monitor recovery.

7. Incident Investigation & Prevention

📌 After the incident is reported:

✅ Store management, supervisors, and safety personnel must conduct an investigation. 

✅ Identify the root cause and any contributing factors. 

✅ Implement corrective measures to prevent future incidents. 

✅ Adjust safety policies as needed to maintain a secure store environment.

8. Record-Keeping & Compliance

📌 Ensuring regulatory adherence:

✅ Accurately complete, file, and retain all reports and documents. 

✅ Submit necessary reports to HR and OSHA as required. 

✅ Regularly review and update safety protocols for continued compliance. 

✅ Follow all safety regulations outlined by OSHA and relevant authorities.

9. Summary: Key Takeaways

✔ Prioritize safety in all incidents, accidents, and disputes. 

✔ Immediately notify store management of any issues. 

✔ Never allow disputes to escalate in public view. 

✔ Follow structured reporting through the required forms. 

✔ Comply with OSHA regulations to maintain workplace safety.

By following this Incident Response & Reporting Process, we ensure a secure, professional, and legally compliant store environment while maintaining high standards of customer care and operational safety.