If a person accuses a cleaner of theft, get all relevant details
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Date of clean that suspected theft is thought to have taken place
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Missing item
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Description of item
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Value of item
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Location of item in home
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Do you have any photos of the item
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Do you have CCTV
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Do you think anyone else could have taken the item?
"Thank you for the details. Our first step in a suspected theft case is for you to lodge a police report. We are unable to do this on your behalf because you are the victim. The police will then contact us, and we will put them in touch with the cleaner/s so that they can conduct an investigation".
For your information. Don't read this to the customer:
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Maintain a professional line. Gather the information without taking sides but demonstrating compassion.
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A missing item is not proof of theft.
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We cannot refund for a missing item. Refunding would be assuming guilt.
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We have rule of law for a reason. We cannot have an internal process that goes around the judicial system - therefore it is important that the police handle theft.
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We do not contact the cleaners about it, we leave that to the police to conduct their investigation.
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If the customer does not want to lodge a police report, we will ask the cleaners about it ourselves. However, we do not report back to the customer about this call. It is just to follow up for our own interest.
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If the cleaner doesn't have a police check, advise getting one for future cleans.
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We will refund if the police investigation proves that the cleaner was responsible.
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Make a determination about the customer's future cleans. In most cases, the business relationship ends.