The Store’s Policies and Procedures
Table of Contents
Pay rates and conditions ................................................................................................ 2
Punctuality .................................................................................................................. 2
Public holidays ............................................................................................................ 2
Probation period ......................................................................................................... 2
Absence forms............................................................................................................. 2
Safety .............................................................................................................................. 3
Occupational Health and Safety Commitment .......................................................... 3
What is Occupational Health and Safety (OH&S) Legislation?................................. 3
Safety Committee........................................................................................................ 4
OH&S Resolution Strategy ......................................................................................... 4
Accident prevention .................................................................................................... 4
Workers compensation ............................................................................................... 4
Fire and evacuation procedures ..................................................................................... 5
Staff and customer accidents...................................................................................... 6
Employee behaviour standards ...................................................................................... 7
Employees’ dress code ................................................................................................ 7
Smoking ...................................................................................................................... 7
Alcohol and other drugs ............................................................................................. 7
Grievances and discipline .............................................................................................. 8
Grievance resolution procedures ............................................................................... 8
Disciplinary action ......................................................................................................... 9
Termination of employment ...................................................................................... 9
Misconduct ................................................................................................................. 9
Instant dismissal......................................................................................................... 9
EEO policy ..................................................................................................................... 11
Anti-discrimination and equal opportunity .............................................................. 11
Affirmative Action ..................................................................................................... 11
Incident Report Form .................................................................................................. 12
Pay rates and conditions
Punctuality
All staff are required to be in their working area ready to commence at the start of
their shift. Please use the toilet, put your bags away and have a drink before
commencing your shift.
Public holidays
If you are rostered on a shift the day before or the day after a public holiday and you
call in sick, a doctor's certificate must be supplied. This means if a public holiday falls
on a Monday and you call in sick on either the Friday or the Tuesday a certificate will
need to be supplied.
Probation period
All new employees will be on a three-month probation period. During your probation
period there will be monthly reviews. At the end of the probation period a meeting
will be organized for the employee, Dept. manager/supervisor and branch manager
to discuss your progress.
Absence forms
If you know you are going to be absent, you are obliged to phone in or have someone
else phone in before your start time on each day of non-attendance. Absence of more
than three consecutive days without notification may be considered abandonment of
your job and may result in instant dismissal.
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Safety
Occupational Health and Safety Commitment
At The Store, working together, we aim to provide both our staff members and our
customers with a safe and healthy environment. A safe working environment is not
something that just happens – we all have to make it happen.
What is Occupational Health and Safety (OH&S)
Legislation?
Occupational Health and Safety Legislation aims to protect the health, safety and
welfare of people at work. It lays down general requirements, which must be met at
all workplaces. The Legislation covers self-employed people as well as employees,
employers, students, contractors and visitors.
The company will at all times provide a safe working environment
To do this we will provide:
 A safe and healthy working environment for all our employees, contractors,
visitors and customers
 A written safety policy
 Encouragement for all staff members and employees to help maintain and
improve the health, safety and welfare of all employees
 On-going safety training for all employees
 Rehabilitation for injured workers
 Safe entrances to and from the building
 Safe equipment and working methods, including appliances, tools and a safe
system of work
 Arrangements for ensuring the safe use, handling, storage and transport of
equipment and substances
The supervisor’s role
Your supervisor will:
 Ensure the overall safety off employees and company property under his/her
control
 Ensure that no task will be undertaken if health and safety standards are
compromised
 Ensure that all company rules and procedures are adhered to at all times
The employee’s role
As an employee we expect that you will:
 Follow all workplace policies related to safety
 Practice safe work habits
 Use protective equipment and clothing properly
 Know emergency procedures
 Not willingly place at risk the workplace health and safety of yourself or others
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Safety Committee
Our Safety Committee meets the first Tuesday of each month. We have found this is
one of the most effective ways of involving employees in maintaining and improving
health and safety standards in the workplace. Our committee guidelines adhere to
the OH&S Act.
The basic company guidelines are:
 A committee must be established where a workplace has 20 or more people
 The committee should consist of no more than eight people
 At least one department manager or supervisor should be a member of the
committee
 Committee members should consist of one employee from each department
 Meetings should be documented and conducted each month on a set day
 All safety issues should be discussed during safety meetings and acted upon
 Two safety inspections must be conducted each month prior to meeting
If you want to join the Safety Committee, please contact your store
manager.
OH&S Resolution Strategy
If you become aware of an issue within your work environment that is unsafe, you
should try and rectify the problem if safe to do so before it causes an injury.
You should assess whether you can fix the problem yourself safely. Never endanger
yourself or others under any circumstances.
If you cannot fix the problem report it to your OH&S representative, Supervisor or
Manager.
Fixing safety issues as they arise will provide a safe environment for our employees to
work in and our customers to shop in.
Accident prevention
To prevent accidents we must always maintain:
 Safe Equipment: Use the right tool for the job and check equipment for faults
before use. If unsafe, tell the appropriate person
 Safe Environment: Inspect floors regularly for spillage of liquids or produce, and
stack shelves safely. Clean all spillages and use appropriate signs
 Safe Behaviour: Only use the equipment that you have been trained to use. Never
endanger yourself, customers or other employees
Workers compensation
All employees are entitled to claim workers compensation if they suffer a work
related illness or injury. If an injury occurs you must:
 Inform your manager or supervisor immediately and they will arrange medical
treatment
 Complete an incident or accident report and get your supervisor to sign it
Workers compensation forms are available from your manager
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Fire and evacuation procedures
If
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you see a fire or emergency:
Stay calm and make an assessment of the situation
Assist any person in immediate danger if it is safe to do so
Notify your Store Manager
Ring emergency services on the phone number 000
Make an announcement over the PA system that there is a problem and request
all customers to leave goods and purchases and vacate the store in an orderly
manner
### Show a map of emergency exits.
Fire wardens or a responsible member of staff should:
 Direct all customers to the nearest safe exit
 If safe to do so, secure cash and shut down computers
 Proceed to your assembly area until the emergency is over
 Inform premises on either side of the building about emergency
 Account for all staff
Company responsibility:
 All staff are trained in the fire and evacuation procedures
 A fire warden is always on staff
 All fire equipment is checked regularly by the local fire department
 Fire alarm is working properly
Your responsibility:
Know the fire drill procedures
Be aware of the location of portable fire extinguishes, hose reels, emergency exits and
the location of your store’s assembly area
First Aid facilities and assistance
As part of our commitment to promote a safe and healthy working environment, we
encourage staff members who would like to become a first aid attendant to do so. To
apply you need to have been in our employment for more than 3 months. For more
information please contact your manager.
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Staff and customer accidents
If you have an accident at work you should:
 Seek First Aid if necessary
 Report the accident to your store or department manager, whether you are
injured or not
 Fill out incident or accident report
 Take steps to avoid repetition of the accident
### Refer to Incident and Accident report
If you see a customer who has had an accident you should:
 Remain calm
 If possible, move injured person to a safe place
 If unable to move, make the person as comfortable as possible
Arrange for first aid assistance to attendant the accident
 If needed, phone the ambulance
 Ensure the store or department manager is informed immediately
 Seek any friends or relatives of the injured person who may be shopping with the
customer
 Never admit that the accident was the fault of the store or make promises to any
customer
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Employee behaviour standards
Our aim is to look professional for our customers and make them feel comfortable
when they visit our stores.
Employees’ dress code
All staff are required to present themselves in a professional manner for their
employment roles. Staff member’s appearance is a reflection of our company’s image.
Uniforms will be supplied but it is up to the staff member to make sure all uniforms
are cleaned and pressed prior to commencement of shift. In some circumstances
protective clothing is supplied and must be worn according to company policy.
Cleanliness
Normal standards apply including bathing, the use of deodorant and keeping
fingernails and hands clean.
### For more information refer to Food Handling and Hygiene manual.
Hair
Should be neatly trimmed and combed hair. Long hair must be tied back
Moustaches are permitted, but must be neat and clean; sideburns should be neatly
trimmed.
Footwear
All staff must wear blue/black solid, closed footwear to protect their feet from injury.
Caps and aprons
Caps and aprons must be worn at all times for hygiene purposes.
Name badges
Name badges must be worn during your shift.
Jewellery and cosmetics
We appreciate that everyone is an individual but we as a team need to give a
professional image to our customers. When at work, please do not wear anything that
might offend our customers such as loud hair colour, body piercing, etc. Conservative
use of cosmetics is permitted, however nail polish and false nails are not allowed.
For safety reasons jewellery must be minimal and conservative. Body piercing and
tattoos must be covered during your shift. This is for health and safety and food
safety reasons.
Smoking
Smoking is not permitted in any area of the store. A smoke free policy covers all
buildings at all times.
Alcohol and other drugs
Under no circumstances must you start your shift under the influence of drugs,
alcohol or any illegal substances.
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While on the premises it is also unacceptable to sell or consume alcohol or other
drugs, or illegal substances. Breaking of this rule will result in instant dismissal and
possible police notification.
Grievances and discipline
Our store promotes the idea of open communication in a non-threatening
atmosphere.
However in a corporate environment a certain level of conflict is inevitable. The key
to effective resolution is that any grievance should be dealt with as close to its source
as possible.
Grievance resolution procedures
The employee’s role
Everyone in the store has the responsibility and the right to solve any problems or
grievances if they occur. Create open communication channels and ensure that the
workplace is free from discrimination.
Discuss any complaint or grievance in a clear and logical way by following the correct
procedural steps:
 Employees shall notify the supervisor or manager in writing and state the remedy
sought
 Take the complaint to the manager if the complaint involves a supervisor
 Reasonable time limits must be allowed for discussion at each level of authority
 While procedures are being followed, normal work must continue
The supervisor’s role
As a supervisor you have a responsibility to develop trust and mutual respect,
therefore all matters concerning grievance and discipline should be treated in a
professional manner and in the strictest of confidence.
Procedural steps:
 Be assertive and ensure the problem is solved in a reasonable matter; be fair, nondiscriminating and make sure you have all the facts before discussion commences
 Allow reasonable time limits for discussion. Listen actively to employee
complaints and grievances in an empathetic manner and reassure the employee
that complaints will be resolved
 Attempt to resolve the conflict by discussing the problem with all parties close to
the dispute
 Encourage each party to state the problem and have both parties work together to
find a solution
 The supervisors must provide a response to employee’s grievance if the matter
has not been resolved
If a resolution is not achieved refer the matter to the Manager
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The manager’s role
Arrange for a further meeting between all parties to try to resolve the dispute. If the
dispute can not be resolved at this level, as a last resort the following options are
available:
Procedural steps:
 All employees and employers have the right to be represented by an industrial
organisation
 Employ a professional mediator or counsellor
Disciplinary action
Termination of employment
Misconduct by an employee will result in 2 verbal warnings being issued, then a
written warning, which will be signed by Management and the employee.
The written warning will be kept on file for a period of twelve months and should the
company need to issue another warning, the employment will be terminated.
On termination of employment and within 7 days of the termination date, you will
receive your wages, along with any holiday pay that you are owed.
Misconduct
Once employed with the store you must comply with our conditions of employment.
If you fail to do so you may be terminated or issued with a verbal or written warning.
Acts of misconduct are:
 Creating general disharmony among employees
 Verbal abuse of employees
 Abusive language, swearing or offensive behaviour
 Frequent absentee and lateness without explanation
 Refusal to follow instructions
 Not following the dress code standard
Instant dismissal
In some circumstances, unacceptable behaviour may include wilful misconduct. In
such situations employees will face instant dismissal without notice.
The following actions may result in instant dismissal:
 A serious breach in OH&S procedures
 Committing a criminal offence at the workplace
 Giving unauthorised discounts
 Sexual harassment or discrimination of customers or employees
 Committing sexual acts on the premises
 Causing of any harm or intentional abuse to any employees or customers
Under no circumstances may you start your shift under the influence of
alcohol or other drugs, or any illegal substances.
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While on the premises it is also unacceptable to sell or consume alcohol or other
drugs, or any illegal substances.
The store will not tolerate theft of any kind, whether it be money or stock. If you are
caught with any of these in your possession you will be dismissed immediately and
police action will be taken.
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EEO policy
Our aim is to create a harmonious and enjoyable work environment for all
employees. We all have a duty to prevent discrimination in the workplace. Our aim
is to identify and eliminate discrimination. Failure to obey this policy could mean
instant dismissal.
Anti-discrimination and equal opportunity
We have a commitment to prevent discrimination in the workplace. The Antidiscrimination and equal opportunity laws make it generally unlawful to discriminate
against a person because of:
 Religious preference
 Gender or age
 Physical impairment and condition
 Sexual preference
 Racial or ethnic background
 Marital status
 HIV/AIDS, hepatitis and other infectious diseases
 Pregnancy and family responsibility
 Sexual harassment
Under Federal and State laws, sexual harassment in the workplace is unlawful.
Our company will not tolerate harassment of any kind. Failure to obey
this can lead to instant dismissal. Conduct doesn’t have to be deliberate
or intentional to amount to sexual harassment if it is unwelcome.
Sexual harassment is verbal, written or physical behaviour of a sexual nature that is
unwelcome and uninvited.
Some examples are:
 Offensive comments, jokes or gestures
 Persistent leering or staring at you or your body
 Flashing
 Patting, pinching, fondling
 Intrusive enquires into your private life
 Jokes about someone’s appearance body shape, etc.
Affirmative Action
Our affirmative action program is to seek the right person for the right job. We strive
to ensure equal access to promotion, training and development opportunities, and all
other aspects of employment to all classes and groups of individuals. We have a
number of affirmative action programs. For more information please contact your
supervisor.
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Incident Report Form
When did the incident occur?
Date: ____ / __ / 20 ___
Time: ___ : ______ AM /PM
Who was involved? (Please tick one or more boxes)
 Office staff
 Store staff
 Customer  Contractor  Other
Was anyone injured?  Yes  No
Name of person injured:______________________________________
Address:
________________________________________________
________________________________________________
Phone: Day: ___________
Night: __________ Mobile: __________
Was there a witness?  Yes  No
Witness details (Please tick one box only)
 Office staff
 Store staff
 Customer  Contractor  Other
Name of witness: ___________________________________________
Address:
________________________________________________
________________________________________________
Phone: Day: ___________
Night: __________ Mobile: __________
What type of incident was it?
 Minor injury
 Break and enter
 Assault
 Robbery
 Trauma
 Theft
Were the police contacted?  Yes  No
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 Vandalism
 Other
Where did the incident occur? _______________________________
What happened?
_________________________________________________________
_________________________________________________________
Describe the injury or damage
_________________________________________________________
_________________________________________________________
What type of treatment was used?
_________________________________________________________
_________________________________________________________
What immediate action did staff members take?
_________________________________________________________
_________________________________________________________
I agree that this information about the incident is true.
Signature of injured party
______________________
Date___________
Who is reporting this incident?
Name:
______________________________________________
Position:
______________________________________________
Follow up actions taken:
_________________________________________________________
_________________________________________________________
Signature of reporting party ______________________
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___________ Date