物业公司如何妥善处理小区业主被盗事件？

01、物业服务公司是企业，没有法律部门赋予的侦查权、处罚权及执法权。当发生业主被盗情况时，物业公司现场负责人应立即安排专门人员保护现场，及时向公安机关报案并等候办案人员前来勘察案发现场和取证。<sectionstyle="margin:0px16px;padding:0px;max-width:100%;color:rgb(51,51,51);font-family:-apple-system-font,BlinkMacSystemFont,"HelveticaNeue","PingFangSC","HiraginoSansGB","MicrosoftYaHeiUI","MicrosoftYaHei",Arial,sans-serif;font-size:17px;letter-spacing:0.544px;text-align:justify;text-indent:31px;box-sizing:border-box!important;overflow-wrap:break-word!important;">**</p>

</section><sectionstyle="margin:0px16px;padding:0px;max-width:100%;color:rgb(51,51,51);font-family:-apple-system-font,BlinkMacSystemFont,"HelveticaNeue","PingFangSC","HiraginoSansGB","MicrosoftYaHeiUI","MicrosoftYaHei",Arial,sans-serif;font-size:17px;letter-spacing:0.544px;text-align:justify;text-indent:31px;box-sizing:border-box!important;overflow-wrap:break-word!important;">02、协助公安机关的工作，物业公司应迅速组织人员检查外来人员出入登记情况，在管理服务区域内检查有无可疑、陌生人员，及时调阅安全监控录像记录，查清巡逻人员当时位置和最后经过被盗地点时间，或经过被盗地点附近区域时有无异常情况等，既为破案争取有利时机和提供可靠证据，又可及时做到对案情基本情况心中有数。积极地应对和处理亦有利于在当事业主面前展示较好的正面形象。</section><sectionstyle="margin:0px16px;padding:0px;max-width:100%;color:rgb(51,51,51);font-family:-apple-system-font,BlinkMacSystemFont,"HelveticaNeue","PingFangSC","HiraginoSansGB","MicrosoftYaHeiUI","MicrosoftYaHei",Arial,sans-serif;font-size:17px;letter-spacing:0.544px;text-align:justify;text-indent:31px;box-sizing:border-box!important;overflow-wrap:break-word!important;">**</p>

</section><sectionstyle="margin:0px16px;padding:0px;max-width:100%;color:rgb(51,51,51);font-family:-apple-system-font,BlinkMacSystemFont,"HelveticaNeue","PingFangSC","HiraginoSansGB","MicrosoftYaHeiUI","MicrosoftYaHei",Arial,sans-serif;font-size:17px;letter-spacing:0.544px;text-align:justify;text-indent:31px;box-sizing:border-box!important;overflow-wrap:break-word!important;">03、公司应及时了解被盗业主财物的损失情况，掌握当事业主的情绪、态度和其他业主对被盗事件的反应，要积极、耐心地引导业主理智、冷静地解决被盗事件。</section><sectionstyle="margin:0px16px;padding:0px;max-width:100%;color:rgb(51,51,51);font-family:-apple-system-font,BlinkMacSystemFont,"HelveticaNeue","PingFangSC","HiraginoSansGB","MicrosoftYaHeiUI","MicrosoftYaHei",Arial,sans-serif;font-size:17px;letter-spacing:0.544px;text-align:justify;text-indent:31px;box-sizing:border-box!important;overflow-wrap:break-word!important;">**</p>

</section><sectionstyle="margin:0px16px;padding:0px;max-width:100%;color:rgb(51,51,51);font-family:-apple-system-font,BlinkMacSystemFont,"HelveticaNeue","PingFangSC","HiraginoSansGB","MicrosoftYaHeiUI","MicrosoftYaHei",Arial,sans-serif;font-size:17px;letter-spacing:0.544px;text-align:justify;text-indent:31px;box-sizing:border-box!important;overflow-wrap:break-word!important;">04、当业主被盗时，业主找到物业服务公司其实通常是要求有个说法。而物业服务公司积极的态度、真诚有效地沟通、耐心地安抚、快速地处理，就是对业主最好的“说法”。</section><sectionstyle="margin:0px16px;padding:0px;max-width:100%;color:rgb(51,51,51);font-family:-apple-system-font,BlinkMacSystemFont,"HelveticaNeue","PingFangSC","HiraginoSansGB","MicrosoftYaHeiUI","MicrosoftYaHei",Arial,sans-serif;font-size:17px;letter-spacing:0.544px;text-align:justify;text-indent:31px;box-sizing:border-box!important;overflow-wrap:break-word!important;">**</p>

</section><sectionstyle="margin:0px16px;padding:0px;max-width:100%;color:rgb(51,51,51);font-family:-apple-system-font,BlinkMacSystemFont,"HelveticaNeue","PingFangSC","HiraginoSansGB","MicrosoftYaHeiUI","MicrosoftYaHei",Arial,sans-serif;font-size:17px;letter-spacing:0.544px;text-align:justify;text-indent:31px;box-sizing:border-box!important;overflow-wrap:break-word!important;">对因被盗而承受财产和精神方面的双重打击的业主，物业服务公司应尽可能地予以安抚和帮助，争取业主的理解、接受、认可。</section><sectionstyle="margin:0px16px;padding:0px;max-width:100%;color:rgb(51,51,51);font-family:-apple-system-font,BlinkMacSystemFont,"HelveticaNeue","PingFangSC","HiraginoSansGB","MicrosoftYaHeiUI","MicrosoftYaHei",Arial,sans-serif;font-size:17px;letter-spacing:0.544px;text-align:justify;text-indent:31px;box-sizing:border-box!important;overflow-wrap:break-word!important;">**</p>

</section><sectionstyle="margin:0px16px;padding:0px;max-width:100%;color:rgb(51,51,51);font-family:-apple-system-font,BlinkMacSystemFont,"HelveticaNeue","PingFangSC","HiraginoSansGB","MicrosoftYaHeiUI","MicrosoftYaHei",Arial,sans-serif;font-size:17px;letter-spacing:0.544px;text-align:justify;text-indent:31px;box-sizing:border-box!important;overflow-wrap:break-word!important;">05、对业主的各项质询、要求，物业服务公司各级工作人员应根据自己所掌握的实际情况进行回答，但对于涉及确认业主被盗的责任归属等原则问题，应按公司和相关法律专业人士的指导意见审慎回答。</section><sectionstyle="margin:0px16px;padding:0px;max-width:100%;color:rgb(51,51,51);font-family:-apple-system-font,BlinkMacSystemFont,"HelveticaNeue","PingFangSC","HiraginoSansGB","MicrosoftYaHeiUI","MicrosoftYaHei",Arial,sans-serif;font-size:17px;letter-spacing:0.544px;text-align:justify;text-indent:31px;box-sizing:border-box!important;overflow-wrap:break-word!important;">**</p>

</section><sectionstyle="margin:0px16px;padding:0px;max-width:100%;color:rgb(51,51,51);font-family:-apple-system-font,BlinkMacSystemFont,"HelveticaNeue","PingFangSC","HiraginoSansGB","MicrosoftYaHeiUI","MicrosoftYaHei",Arial,sans-serif;font-size:17px;letter-spacing:0.544px;text-align:justify;text-indent:31px;box-sizing:border-box!important;overflow-wrap:break-word!important;">在公安机关没有破案或在公司没有明确指示的情况下，管理处（项目部）任何人均不能擅自确认业主被盗的责任归属。</section><sectionstyle="margin:0px16px;padding:0px;max-width:100%;color:rgb(51,51,51);font-family:-apple-system-font,BlinkMacSystemFont,"HelveticaNeue","PingFangSC","HiraginoSansGB","MicrosoftYaHeiUI","MicrosoftYaHei",Arial,sans-serif;font-size:17px;letter-spacing:0.544px;text-align:justify;text-indent:31px;box-sizing:border-box!important;overflow-wrap:break-word!important;">**</p>

</section><sectionstyle="margin:0px16px;padding:0px;max-width:100%;color:rgb(51,51,51);font-family:-apple-system-font,BlinkMacSystemFont,"HelveticaNeue","PingFangSC","HiraginoSansGB","MicrosoftYaHeiUI","MicrosoftYaHei",Arial,sans-serif;font-size:17px;letter-spacing:0.544px;text-align:justify;text-indent:31px;box-sizing:border-box!important;overflow-wrap:break-word!important;">06、当物业服务公司根据法律专业人士的意见或公安机关对被盗事件的侦破结果对业主各项质询、要求做出正式答复时，最好以书面形式行文答复并应取得业主的明确认可。在业主对书面答复确认后，物业服务公司应毫无保留地执行。</section><sectionstyle="margin:0px16px;padding:0px;max-width:100%;color:rgb(51,51,51);font-family:-apple-system-font,BlinkMacSystemFont,"HelveticaNeue","PingFangSC","HiraginoSansGB","MicrosoftYaHeiUI","MicrosoftYaHei",Arial,sans-serif;font-size:17px;letter-spacing:0.544px;text-align:justify;text-indent:31px;box-sizing:border-box!important;overflow-wrap:break-word!important;">**</p>

</section><sectionstyle="margin:0px16px;padding:0px;max-width:100%;color:rgb(51,51,51);font-family:-apple-system-font,BlinkMacSystemFont,"HelveticaNeue","PingFangSC","HiraginoSansGB","MicrosoftYaHeiUI","MicrosoftYaHei",Arial,sans-serif;font-size:17px;letter-spacing:0.544px;text-align:justify;text-indent:31px;box-sizing:border-box!important;overflow-wrap:break-word!important;">在业主仍有异议时，可与业主进一步协商后再次书面行文，必要时建议业主通过仲裁、司法途径解决，绝不能让业主觉得没有解决的办法或物业服务公司不愿面对事实、无解决诚意，避免为日后物业管理服务工作的正常开展埋下隐患。</section><sectionstyle="margin:0px16px;padding:0px;max-width:100%;color:rgb(51,51,51);font-family:-apple-system-font,BlinkMacSystemFont,"HelveticaNeue","PingFangSC","HiraginoSansGB","MicrosoftYaHeiUI","MicrosoftYaHei",Arial,sans-serif;font-size:17px;letter-spacing:0.544px;text-align:justify;text-indent:31px;box-sizing:border-box!important;overflow-wrap:break-word!important;">**</p>

</section><sectionstyle="margin:0px16px;padding:0px;max-width:100%;color:rgb(51,51,51);font-family:-apple-system-font,BlinkMacSystemFont,"HelveticaNeue","PingFangSC","HiraginoSansGB","MicrosoftYaHeiUI","MicrosoftYaHei",Arial,sans-serif;font-size:17px;letter-spacing:0.544px;text-align:justify;text-indent:31px;box-sizing:border-box!important;overflow-wrap:break-word!important;">07、物业服务公司对于业主被盗财物的损失结果，应以实事求是的原则按相关法律规定认定，物业服务公司任何人员在没有获得相关法律专业人士的专业指导意见或公司的明确处理意见前，绝对不允许毫无根据、凭主观判断或擅自表态认定责任和损失结果。这样不但会招致业主更大的不满，增长业主的对立情绪，还会使物业服务公司处于由主动变为被动、由被动变为更加被动的局面。</section><sectionstyle="margin:0px16px;padding:0px;max-width:100%;color:rgb(51,51,51);font-family:-apple-system-font,BlinkMacSystemFont,"HelveticaNeue","PingFangSC","HiraginoSansGB","MicrosoftYaHeiUI","MicrosoftYaHei",Arial,sans-serif;font-size:17px;letter-spacing:0.544px;text-align:justify;text-indent:31px;box-sizing:border-box!important;overflow-wrap:break-word!important;">**</p>

</section><sectionstyle="margin:0px16px;padding:0px;max-width:100%;color:rgb(51,51,51);font-family:-apple-system-font,BlinkMacSystemFont,"HelveticaNeue","PingFangSC","HiraginoSansGB","MicrosoftYaHeiUI","MicrosoftYaHei",Arial,sans-serif;font-size:17px;letter-spacing:0.544px;text-align:justify;text-indent:31px;box-sizing:border-box!important;overflow-wrap:break-word!important;">08、物业服务公司除了对业主采取积极的态度、真诚的沟通外，对媒体的反应也必须予以高度重视。</section><sectionstyle="margin:0px16px;padding:0px;max-width:100%;color:rgb(51,51,51);font-family:-apple-system-font,BlinkMacSystemFont,"HelveticaNeue","PingFangSC","HiraginoSansGB","MicrosoftYaHeiUI","MicrosoftYaHei",Arial,sans-serif;font-size:17px;letter-spacing:0.544px;text-align:justify;text-indent:31px;box-sizing:border-box!important;overflow-wrap:break-word!important;">**</p>

</section><sectionstyle="margin:0px16px;padding:0px;max-width:100%;color:rgb(51,51,51);font-family:-apple-system-font,BlinkMacSystemFont,"HelveticaNeue","PingFangSC","HiraginoSansGB","MicrosoftYaHeiUI","MicrosoftYaHei",Arial,sans-serif;font-size:17px;letter-spacing:0.544px;text-align:justify;text-indent:31px;box-sizing:border-box!important;overflow-wrap:break-word!important;">当被盗事件本身成为一起公众事件时，物业服务公司已成为这一公众事件的主角之一，新闻媒体介入采访报道是其正当的权利。此时物业服务公司最明智的做法是积极合作、实事求是地介绍自己掌握的案件情况、安全管理情况，要注意有效地引导新闻媒体记者正面报道、客观报道、建立正确的新闻舆论导向。</section><sectionstyle="margin:0px16px;padding:0px;max-width:100%;color:rgb(51,51,51);font-family:-apple-system-font,BlinkMacSystemFont,"HelveticaNeue","PingFangSC","HiraginoSansGB","MicrosoftYaHeiUI","MicrosoftYaHei",Arial,sans-serif;font-size:17px;letter-spacing:0.544px;text-align:justify;text-indent:31px;box-sizing:border-box!important;overflow-wrap:break-word!important;">**</p>

</section><sectionstyle="margin:0px16px;padding:0px;max-width:100%;color:rgb(51,51,51);font-family:-apple-system-font,BlinkMacSystemFont,"HelveticaNeue","PingFangSC","HiraginoSansGB","MicrosoftYaHeiUI","MicrosoftYaHei",Arial,sans-serif;font-size:17px;letter-spacing:0.544px;text-align:justify;text-indent:31px;box-sizing:border-box!important;overflow-wrap:break-word!important;">同样，对涉及确认业主被盗的责任归属等原则问题，也应按公司和相关法律专业人士的指导意见审慎回答。物业服务公司应安排专人负责接待、引导新闻媒体记者的采访报道。有条件的物业服务公司应建立类似新闻发言人的制度，由公司层面来负责应对新闻媒体。</section>