Incident Reporting Policy

This policy explains how operational security incidents — as distinct from ethical or wrongdoing concerns covered by our Whistleblower Policy — are reported, escalated, and recorded.

Reportable incidents include: break-ins, theft, or attempted intrusion; alarm activations; injury to personnel, clients, or the public occurring in connection with our services; equipment failure affecting security coverage, such as a CCTV or alarm system outage; and any other event that affects, or could affect, the safety or security of a client site.

Incidents at a client site are reported by the deployed officer or supervisor to our 24/7 control room, which coordinates the response. Clients and members of the public can report a concern to our 24/7 Emergency Hotline at 0207 865 856, or by email to info@masterfound.co.ke for non-urgent matters.

On receiving a report, our control room assesses the situation, dispatches a rapid-response unit or supervisor where warranted, coordinates with law enforcement where necessary, and notifies the affected client promptly. Where an incident requires further inquiry, it is handled in line with our Investigations & Confidentiality Policy.

Incidents are logged with the time, nature, and response taken, forming part of our operational records for that site. See our Data Retention Policy for how long these records are kept.

Questions about this policy can be directed to info@masterfound.co.ke or 0733 55 44 89.