Distraction Theft: Through a Prevention Focused Lens

Local businesses are increasingly encountering a specific form of retail crime known as distraction theft. These incidents typically involve one person engaging staff with questions, urgency, or a minor disruption, while an accomplice quietly takes cash or merchandise. They are fast, non-confrontational, and often difficult to detect in real time. These incidents tend to happen during busy periods and are most effectively addressed through awareness, design, and law enforcement.

Distraction theft relies on:

  • divided attention
  • predictable routines
  • physical layouts that create blind spots

That means small, low-cost adjustments can significantly reduce risk without changing the welcoming nature of local businesses. Here are a few suggestions to deter distraction theft:

  1. Awareness without alarm- Being attentive is good customer service.
  • Normalize brief pauses when staff are interrupted mid-transaction
  • Reinforce that it’s okay to ask a colleague for support
  • Emphasize situational awareness, not suspicion
  1. Operational habits that reduce opportunity- Consistency prevents opportunistic theft.
  • Keep cash drawers closed except during transactions
  • Complete one transaction at a time
  • Avoid leaving tills, counters, or tip jars unattended
  • Use consistent closing and handoff procedures
  1. Design & layout considerations- Good design supports good behaviour.
  • Clear sightlines behind counters
  • Reduce counter clutter
  • Position high-value items where staff naturally look
  • Use lighting and mirrors strategically
  1. Staff confidence and culture- Confident staff are a deterrent.
  • Train staff to trust their instincts and slow things down
  • Focus on learning from incidents
  • Reinforce that safety comes before speed
  1. District-level coordination- Connected businesses are more resilient.
  • Share trends (timing, tactics) informally among businesses
  • Encourage reporting so patterns are visible

Let’s work together in Barrhaven with a prevention-first approach:

  • protect staff well-being
  • preserve a welcoming customer experience
  • reduce repeat targeting of commercial areas
  • support foot traffic and business confidence

Prevention works because distraction theft relies on predictability. Simple operational habits such as completing one transaction at a time, keeping cash drawers closed between customers, and pausing when distractions occur can significantly lower risk. Store layouts also matter. Clear sightlines, good lighting, and uncluttered counters support staff awareness without changing the customer experience. We encourage all businesses to connect with the Ottawa Police Service regarding their FREE commercial site audit program, CPTED. The Ottawa Police Service (OPS) actively uses Crime Prevention Through Environmental Design (CPTED) as a proactive strategy, offering free audits for businesses and residences to recommend design changes (lighting, visibility, access control, maintenance) that reduce crime opportunities, improve safety perception, and foster community engagement.

Communication is also key. When businesses share information about timing and tactics, patterns become visible, and repeat incidents are less likely. Coordinated awareness will help our entire commercial area become a less attractive target. Report all incidents to OPS as well as the Barrhaven BIA. A calm, prevention-first approach protects staff, preserves welcoming spaces, and supports the long-term economic health of Barrhaven’s business community.

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