Priceline Pharmacy’s Experience with CATTO Security
Over the past 12 months, CATTO Security Group has worked alongside Priceline Pharmacy teams to provide retail security and loss prevention support in demanding customer-facing environments.
The objective is to help create safer stores, deter theft and support employees and customers while preserving the welcoming environment people expect from Priceline.
Our approach brings together carefully selected security officers, site-specific preparation and an operational team that remains closely involved. Priceline Pharmacy’s feedback offers a firsthand perspective on the value of that professional presence.
About Priceline Pharmacy
Priceline Pharmacy combines pharmacy services with health and beauty retail. Its stores need to remain accessible and welcoming while managing the security concerns that can arise in a busy retail environment.
Those concerns extend beyond stock loss. Suspected theft, verbal abuse, aggressive behaviour and threatening conduct can affect employees who are simply carrying out their normal responsibilities.
A pharmacy security officer therefore needs more than a visible presence. They need to understand the store, communicate effectively with its people and recognise how their own behaviour can influence a situation.
For CATTO, the balance is clear: customers should be able to shop comfortably, employees should feel supported, and potential offenders should recognise that the store is actively monitored.
How CATTO Plans Security Around a Pharmacy
CATTO plans security around each pharmacy’s layout, customer flow, trading hours and recurring concerns. These factors guide officer selection, preparation and positioning.
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Selecting and preparing the right officer: We select observant, approachable officers with sound judgement and the confidence to manage difficult situations. Ongoing training and site-specific briefings cover risks, duties, client expectations, reporting and escalation procedures.
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Positioning security to prevent incidents: Officers monitor entrances, customer activity and higher-risk areas to help deter theft. Positioning adapts to store conditions and incident patterns, with officers assessing when to engage, observe or document concerns.
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Responding with judgement: Officers assess each situation and respond proportionately, from assisting staff and communicating calmly to escalating concerns. CATTO emphasises de-escalation where appropriate and decisive action when required, within the officer’s authority and training.
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Maintaining support behind the scenes: CATTO keeps officers, operations personnel, management and the pharmacy team connected. Consistent officers build familiarity with the store, while incident reporting helps identify patterns and refine positioning, procedures and service delivery.
What Priceline Pharmacy shared about CATTO
“Having a visible security presence often prevents issues before they become a problem.”
— Priceline Pharmacy
Priceline Pharmacy’s comments describe the team’s experience. They highlight staff reassurance and the ability to focus on customers; they are not a claim of a measured reduction in theft or incidents.
What other pharmacy managers can take from this experience
Priceline Pharmacy’s experience raises three useful questions for managers assessing a security provider.
Will staff know when and how to ask for help?
Consistent officers who understand store routines build trust and encourage staff to raise concerns early, backed by accessible operational support.
Does the officer suit the store environment?
Officers should remain visible and alert while treating customers respectfully, communicating calmly and knowing when to engage or exercise restraint.
Are duties and escalation steps agreed in advance?
Agree on responsibilities, staff assistance, reporting and escalation before deployment. Use incident records and staff feedback to identify patterns and improve the service.
CATTO Delivers Retail Security Across Melbourne and Victoria
CATTO is a licensed Victorian security provider. For pharmacies in Melbourne and across Victoria, CATTO can discuss on-site officers during trading hours, after-hours patrols or a combination suited to the site. Coverage, schedules and availability are confirmed for each location.
