The director of Mencap NI has urged the retail industry and police to "implement comprehensive training programs that equip their staff with the skills and understanding necessary to support and respect individuals with disabilities".
Graínne Close's says her statement follows "distress and outcry from the community" after a video recording showed a 19-year-old with severe nonverbal autism being carried by the arms and legs from a shop in the Bow Street area of Lisburn on December 22.
The young woman's sister, Eileen Mitchell, told Belfast Live on Friday her mum had called police following a 'distressing' incident over a £2 Thomas the Tank Engine DVD.
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Eileen called for "greater understanding" of people with autism as her sister, who "doesn't speak and has the mindset of a young toddler", couldn't understand why the sale had been refused because they had closed the till and became very upset.
The situation "escalated" which resulted in the scenes shared online.
Mencap NI director, Grainne Close released a statement at 1.40pm on December 28 saying: "Mencap NI strongly condemn the treatment she received.
"This incident is not just about a misunderstanding; it's a clear indication of a broader issue within our society's handling of vulnerable individuals. The response by both the shop staff and the police was not only inadequate but deeply troubling.
"It underscores a significant gap in the training and sensitives required when engaging with individuals who have severe learning disabilities and autism.
"It is unacceptable that a young woman was subjected to such trauma for simply being unable to comprehend a situation that many of us would navigate without difficulty."
Ms Close added that the incident "highlights the urgent need for systemic changes across all public facing sectors" and called on the police service and retail industries "to implement comprehensive training programs that equip their staff with the skills and understanding necessary to support and respect individuals with disabilities".
She also called for a review and revision of police procedures "ensuring their approach prioritises empathy, patience and de-escalation techniques".
"Let this incident be a catalyst for change."
Lisburn and Castlereagh District Commander Superintendent Kelly Moore, said in a statement at 4.38pm the same day: "This was a very difficult and complex set of circumstances for everyone involved and I have spoken to the family to discuss their concerns. As an organisation we are committed to continuous learning and any feedback will be reviewed and considered."
She added that the Police Ombudsman was also notified "owing to the widespread public concern".
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