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Employee Handbook

RetailWorld

Employee handbook 2

Contents

(Click on the title to got to the section) Page

Mission statement 6

1. Employer rights include: 6

2. Employer responsibilities include to: 6

3. Employee rights include: 7

4. Employee responsibilities include: 7

5. Confidentiality and privacy 7

6. Computer use 81. Keeping your computer clean 8

2. Social networking policy 8

3. Offensive content 9

4. Naming and saving files 9

7. Presentation and grooming policy 10Uniform 10

Footwear 10

Grooming and hygiene 10

Tattoos 11

Jewellery 11

Exceptions 11

8. Grievance policy and procedure 11Grievance policy 11

Grievance procedure 12

Grievance form 12

9. Leave form procedure 13

10. Absentee procedure 13

11. Operating equipment safely 13

Employee handbook 3

12. Store security procedure 14Turning the alarm on 14

Turning the alarm off 14

Key security 15

13. Stock management 16Receiving bay 16

Excess stock 16

Gourmet food 16

Keeping the storerooms secure 16

14. Storing equipment 17

15. Cash handling 17

16. Anti-theft procedures 17Responding to theft or suspicious circumstances 18

Bag checks 18

Receiving insufficient payment 19

Merchandise surveillance 19

Anti-theft equipment and devices 20

Opening the store 20

Closing the store 20

Returns and refunds 20

17. Merchandising plan and policy 21

18. Marketing policy 21Regular customer follow up 21

19. Sales policy 22

20. Loyalty programs 22VIP card 23

VIP vouchers 24

Gift vouchers 24

21. Telephone procedure 24External calls 24

Employee handbook 4

Transfer calls 25

22. Customer service policy 25Determine customer needs and offer assistance 25

Customer solutions 25

Hold policy 26

23. Communicating with customers policy 26Answering a customer call 26

Calling customers 26

Leaving a message 26

Greeting customers - face to face 26

Greeting customers warmly - phone 27

Sending a customer email 27

24. Returns policy 27Refunds 28

Exchanges 28

Exclusions 28

Repairs 29

Warranties 29

Guarantees 29

25. Complaints procedure 30

26. Additional services offered 30Delivery service 30

Arranging delivery 31

Layby 31

27. Lost property 31

28. Maintaining work areas 31Cleaning spills and removing hazards 31

Recycling and waste disposal 33

Removal of general waste 33

Personal hygiene 34

Employee handbook 5

Consumable items 37

29. Stock control 38Maintaining the receiving bay 38

Disposing of packing materials 38

Checking incoming stock and delivery documentation 39

Inspecting delivered stock 39

Recording discrepancies or damage 39

Unpacking stock 39

Entering stock into the stock record system 39

Stock rotation 40

Waste and mark downs 40

Coding and pricing merchandise 41

Price errors 41

Dispatching stock 41

Storing excess stock 42

Manual handling 43

30. Emergency procedures 45Contact list for Retail World’s Emergency Control Organisation (ECO) 45

Emergency warning procedures 45

Manual alarm systems 45

Automatic alarm system 47

Alert alarm 47

Evacuation alarm 47

Evacuation plan 48

Emergency and evacuation procedures 49

Fire drill policy 49

31. First aid procedures 50

32. Work health and safety 50Chemicals and dangerous substances 51

Employee Handbook

RetailWorld

RetailWorldEmployee handbook

Employee handbook 6

Mission statementAt Retail World we are committed to offering the highest levels of customer service.Providing an extensive range of quality products and services at the best prices.

1. Employer rights include:• an expectation that employees meet all reasonable and legal requests• to decide on the skills required to perform a job• to be made aware of any pre-existing illness or injury that may be affected by the type of

work the employee is hired to perform• right to dismiss employees if they are negligent• right to dismiss employees if they are careless or cause an accident• right to dismiss employees if they commit a criminal offense• right to dismiss employees if they commit acts of disloyalty such as revealing confidential

information• an expectation for employees to be punctual• an expectation for employees to be respectful and honest• an expectation for employees to work in a safe manner• an expectation that employees will behave in a professional and non-discriminatory

manner at all times• an expectation that employees will uphold the goals and values of the business• an expectation for employees to know the terms and conditions of their own employment.

2. Employer responsibilities include to:• provide a safe working environment• provide safe equipment and safe systems of work• provide workers with adequate facilities (e.g. toilets, drinking water and eating areas)• ensure workers have enough information, training and supervision in order to carry out

their duties• monitor workers’ health• keep information and records relevant to your workers’ health and safety• have a professional health and safety assessment of the workplace• consult with workers on matters affecting their health and safety• provide workers with information about workplace health and safety and the names of

people they can contact or make a complaint to

Employee handbook 7

• provide a working environment free of discrimination and sexual harassment• provide workplace health and safety information in different languages to cater for

employees from different cultural backgrounds.

3. Employee rights include:• knowing the terms and conditions of your employment• protection from discrimination and any form of harassment, including bullying• right to a safe workplace• right to fair workplace relations• having access to the training and tools needed to perform your role.

4. Employee responsibilities include:• perform tasks according to their job description• attending work• being punctual• obeying the law• contributing to a safe workplace• adhering to company policies and procedures.

5. Confidentiality and privacyRetail World’s Confidentiality and privacy policy reflects the legislative requirements of the Privacy Act 1988.

Employees must maintain confidentiality and privacy at all times.

Including information about:• Retail World • colleagues• customers/clients.

Customer information may include:• payment or credit card details• personal contact details• buying history.

To comply with Retail World’s polices and procedures regarding confidentiality and privacy, staff must apply the following rules when:

Employee handbook 8

Collecting and storing customer information • All forms (paper-based documents) that have customers’ details on them must be filed

away in a locked filing cabinet or register drawer. • Forms with customer details on them must not be given to other customers or businesses. • Staff must always log out from the POS system when they finish using it e.g. after entering

data. Do not leave the POS logged in and unattended. • Personal information should only be collected when necessary for service delivery.• Keep personal information accurate and up to date.• Digital records are password protected. Never leave information on the screen for anyone

to see.

Using customer information• Customer information will only be used for the purpose intended.• Customer information will never be disclosed or sold to external parties.• If you see or hear staff members discussing or sharing confidential information, report it to

your supervisor immediately.

6. Computer useRetail World employees should observe the following protocol regarding company internet and computer use at all times.

1. Keeping your computer clean

In order to keep our computers functioning we aim to have them clean at all times. The last employee who has used a company computer will always be responsible for the state it’s been left in.

Before leaving for the day always make sure that the computer has:• no dust on the keyboard or mouse• that the monitor has been wiped clean• that the area around the computer is free of mess.

2. Social networking policy

Retail World is active on both Facebook and Twitter social networks.They are used to:

• provide regular updates• monitor customer feedback• promote special deals• tell customers about product recalls• advertise special sales events and guests• let the customers know about changes to store opening hours.

Employee handbook 9

When writing messages to appear on Twitter and Facebook employees must:• use simple, inclusive language• never post any sexist, racist or otherwise offensive content• do not curse or make rude remarks in their comments• check details are correct and free from errors• thank customers for their questions when replying to inquiries - have their team leader

check the message before posting.

Personal use policyHow we speak and respond to customers on social networking websites reflects the image of our store.

Because of this, employees must make sure that they are not:• making negative comments about Retail World or any of its employees• expressing personal views about Retail World products and services.

3. Offensive content

It is forbidden to download or upload certain content on company computers. This includes but is not limited to:pornographyviolent or family-unfriendly materialracist or sexist content.

4. Naming and saving files

Files saved on our computers or in the online drive must be named according to company procedures.This is to ensure the files can be easily accessed, and found if ever they are lost. When saving a file always make sure to include the date in the file name.

For example, all of the below are equally valid: 12112014 Sales Figures Slides Staff Presentation Volume 3 20-10-14 JPEG Logo 3 130112.

Employee handbook 10

7. Presentation and grooming policyAt Retail World you will be the first point of contact with all clients and other stakeholders and therefore it is necessary that you meet certain personal presentation standards. It is important that you follow the following appearance and grooming procedures.

Uniform

It is important that you present a professional image at all times. Part of this is ensuring that your clothing is appropriate for the job role.

Retail World floor staff must wear:• a Retail World blue shirt• black pants or black knee-length skirt• your name tag at all times• male staff members are encouraged to wear a tie• under no circumstances should you wear crop tops, short skirts (above the knee)• backless or strapless tops, jeans, cargos, denim skirts or shorts.

Footwear

All Retail World employees should wear shoes with an enclosed toe/heel.Shoes must be clean and in good condition.Under no circumstances should you wear thongs, open-toed shoes or slippers.

Grooming and hygiene

Some simple hygiene precautions will help you to maintain your own health and the health of coworkers and clients.The following are requirements of all Retail World employees:

• It is expected that items of personal hygiene are attended to daily. This includes showering, wearing deodorant and cleaning teeth.

• All clothing must be clean, neatly pressed and in good condition.• Long hair must be worn tied up and back, off the face.• Male employees must be clean shaven.• Employees should wash hands with soap and water, especially after cleaning duties or

toileting.• Any exposed cut or burn must be covered with a blue first-aid dressing.• If you are suffering from an infectious or contagious disease or illness you must not report

for work without clearance from your doctor.• Under no circumstances should any staff member come into work under the influence of

drugs or alcohol.• Smoking on Retail World premises is not permitted. Staff are only permitted to smoke


during allocated breaks and must ensure proper hygiene measures are taken including washing hands and freshening breath.

Tattoos

Tattoos that could be perceived as offensive should be discreetly covered where possible (e.g. tattoos of naked men/women, skulls or daggers dripping blood).This is at the discretion of the team leader.

Jewellery

Retail World image can be affected by the presentation of our staff. Any form of body piercing, other than ear piercing, must be discreet and ensure a professional image is portrayed at all times. Earrings should also remain discreet (e.g. a simple stud earring or sleeper).

Exceptions

There may be exceptions to these guidelines that prevent employees from wearing the relevant uniform.Allowable exceptions include:

• maternity wear• illness or accident• religious restrictions or requirements• in such cases, it is recommended that you contact your Team Manager to discuss your

needs.

8. Grievance policy and procedure

Grievance policy

This policy aims to resolve any employee grievances quickly and fairly. It covers all employees at Retail World whom have a grievance related to either of the following:

• workplace disputes• perceived discrimination, victimisation, harassment or bullying• occupational health and safety (OHS) or workplace health and safety (WHS)• operational matters.

As an employee of Retail World you have the right to:• discuss any grievance with a supervisor or manager• ask for support from a Human Resources (HR) representative• have your dispute resolved quickly and fairly• cancel the grievance process at any time.


Grievance procedure

To lodge a grievance, an employee must fill out a grievance form and email it to a manager or Human Resources Representative.

Afterwards:A meeting will be arranged with the employees involved to discuss and mediate a solution with their manager. If a solution cannot be reached, the matter will be forwarded to more senior management. If at this stage an agreement cannot be reached, employees can choose to forward their issue to the Fair Work Ombudsman.

Grievance form

The form requires that you fill in the following information:• employee name filing the grievance• date the grievance was filed• job title of the employee filing the grievance• section/department• description of the event• names of the employees involved• follow-up actions taken• timeline of events• how the matter was resolved• signatures of the people involved.

Retail World Grievance policy and procedures reflect the requirements of the Federal Workplace Relations Act 2003.

Below is an example of a Retail World grievance form:RetailWorldGrievance form

Employee name:

Position:

Description of the event:

Employee’s signature:

Date:

Department:

/D D M / Y Y Y YM

/D D M / Y Y Y YM

Names of the employees involved:

Follow-up actions taken:

Timeline of events:

How the matter was resolved:

Signatures of the people involved:

Date of grievance:

Grievance form


9. Leave form procedure Employees must fill in a leave form when they return to work following time away due to illness.

10. Absentee procedureEmployees must comply to the following absentee procedures when they are not able to work their rostered hours:

• Contact your manager as soon as possible and before you are due to start working. • Talk directly to your manager, don’t leave a message with a colleague. It is not acceptable

to email or SMS your manager.• Let your manager know when you think you’ll return to work.• Provide a medical certificate.• Complete a leave form when you return to work.• You should also never swap your hours with another staff member without approval from

your manager.

11. Operating equipment safelyUnder WHS legislation, all staff members have a responsibility to operate equipment safely.

In addition to Retail World’s general policies and procedures relating to safety, staff are required to apply the following specific policies and procedures regarding the safe use of equipment.

1. Any issues with equipment that pose a risk to safety, e.g. something that could catch on fire, cause electrocution or other injuries, must be reported to a supervisor or manager immediately.

2. Equipment should only ever be used for its intended purposes and according to the manufacturer’s instructions, e.g. no standing on pallet jacks.

3. When operating equipment, it is staff members’ responsibility to make sure that the environment in which they are operating the equipment is as safe as possible and free of hazards e.g. no water near electrical equipment, no trip hazards.

4. When operating moving equipment, e.g. pallet jacks, staff must make sure they have a clear path e.g. there are no staff members, customers or electrical cords at risk of being run over.

5. When operating a pallet jack stuff must only ever attempt to move it using a pushing motion and must never attempt to pull it.


6. When operating moving equipment, e.g. pallet jacks, staff are responsible for identifying where the brakes are on the equipment and using them as needed.

7. When staff park moving equipment, e.g. stop a pallet jack to unpack it, they must make sure the brakes are on.

8. Safety labels on equipment should never be removed from equipment. If safety labels are worn, damaged, unreadable or removed, it should be reported straight away.

9. Staff should only perform maintenance that is within their area of responsibility as outlined in Retail World’s maintenance program. Staff should never undertake maintenance on equipment they are not qualified for e.g. performing a technical service on a pallet jack.

10. If staff need to operate equipment while standing on a ladder another staff member must be present to hold the ladder.

12. Store security procedureRetail World uses an electronic alarm system to make sure the store is kept safe. This can be turned on and off using the keypad at the store’s rear exit.

The security code to turn the alarm system on and off is 6628. Employee’s must also follow the below procedures:

Turning the alarm on

Step 1. Enter the code on the Keypad at the rear exit.

Step 2. You must then press the ‘CMND’ button.

Step 3. The Keypad will beep and a light next to where it says ‘ARMED’ will turn on.

Step 4. The alarm is now active. You will need to exit the store within 30 seconds before it sounds.

Step 5. Exit the store. The door will lock automatically.

Turning the alarm off

Step 1. Unlock the back door. You will need the store key to do this.

Step 2. Enter the security code on the keypad and press the ‘CMND’ key on the keypad inside. You will only have 30 seconds to do this.

Step 3. When finished the keypad should beep and the light next to ‘ARMED’ will switch off.


Key security

The below outlines the authorised key holders for the secure areas and devices at Retail World.

Keys must only be used and held by the people specified on this list:

Authorised key holders must:

• never duplicate keys• never give or lend keys to unauthorised people• never leave keys in the cash register where they’re visible• never leave keys in display cabinets or lying on the counter• must keep keys on them at all times• report lost or stolen keys to their manager immediately.

The Store Manager, Marcelle Novak, is able to give staff temporary permission to hold or use keys. In the case that a staff member is given temporary permission to hold or use keys they must follow the same rules, outlined above, as authorised key holders.

All staff note: In the case that you find keys left unattended, they are to be handed to the Store Manager, Marcelle Novak, only.


13. Stock management

Receiving bay

There are many tasks that need to be undertaken which will keep the receiving bay in the best possible condition. These include:

• the receiving bay must be clean and in working order at all times• packaging materials must be disposed of after use• recyclable materials must be recycled.

Note: Customers are not permitted in this area.

Excess stock

At Retail World there are numerous storerooms where stock can be kept. Each department has similar rules regarding this.

Gourmet food

This section of the store has two storerooms, labelled “A1” and “A2”.

Non-perishable goods such as t-shirts, accessories and cooking utensils should be kept in the A1 Storeroom.

Perishable goods, such as food and wine, should be kept in the A2 Storeroom. This storeroom is refrigerated and will stop it from spoiling.

Both of these storerooms can be unlocked by entering your employee PIN Number on the Keypad or entering the following security codes:

• A1 Storeroom: 3267• A2 Storeroom: 9082

Keeping the storerooms secure

After moving excess stock to a storeroom an employee must make sure the room is secure. To do this they are required do the following:

Step 1. Close the doors to the storeroom behind you (they will lock automatically).

Step 2. Make sure the door is closed by turning the handle outside.


14. Storing equipmentEach section has a supply cupboard where equipment is kept.

Retail World requires its employees to do whatever they can to minimise theft so equipment must be moved to this cupboard when it is no longer being used. Employees must lock this cupboard with the supply key after they’ve stored everything they need. This will be held by their team leader and should be returned to them after the employee has finished using it.

15. Cash handlingWhen handling cash at the point-of-sales area an employee should take extra care to ensure it is safe. They can do so by following the below procedure:

Step 1. Take the money from the customer.

Step 2. Count the money to make sure you’ve been given the right amount.

Step 3. Open the till and place the money inside.

Step 4. Place any dollar bills under the cash holder clips.

Step 5. Remove the required change from the till.

Step 6. Close the till.

Step 7. Give the correct change to the customer.

Tills/cash registers should never be left open and unattended. In the case that you see a till/cash register open and unattended be sure to close it immediately and then report the incident to your supervisor or manager.

16. Anti-theft proceduresWe ask that our employees aim to prevent and stop shoplifting and theft wherever possible. However, they should avoid putting themselves in harm’s way and accusing customers of stealing.

To protect our employees and our customer’s reputations we have devised the following policies and procedures.


Responding to theft or suspicious circumstances

If you see a customer:

• carrying an unpaid product towards the exit• conceal a product in their jacket• conceal a product in their bag

You should approach the customer and ask them if they would like to purchase the item in question. Again, this is to avoid a false accusation. If the customer responds negatively, you should leave them alone, and tell your supervisor, team leader or the security staff about their behaviour.

If see or overhear a co-worker or contractor:

• conceal a product in their jacket or bag• carry an unpaid product towards the exit• mention they’ve stolen a product or equipment• engage in collusion with a customer or contractor

Do not talk to this person directly regarding their behaviour. Instead, report the behaviour to your manager or team leader. Let them know exactly what you saw and they will decide what action to take.

Bag checks

Our store has visible signs at the front that let shoppers know our conditions of entry. One condition of entry is that they allow us to look in their bags before leaving. If they do not, we ask that they do not return to our store until they are prepared to do this.

Employees may ask customers to look inside their bags at any time, though it is mandatory they do so at the point-of-sales area. They should ask to check the customer’s bag politely. If the customer asks why you’re searching their bag just let them know that it’s store policy. This avoids any insinuation that the customer is stealing.

When checking a customer’s bag at the point of sales area employees should do the following:

Step 1. First, serve the customer and complete their sale.

Step 2. Now, ask them politely: “May I please check your bag?”

Step 3. If the customer asks why you need to check their bag politely tell them it’s store policy and a condition of entry to the store. This avoids implying they’ve stolen something.


Step 4. The customer should let you look in their bag. If the customer’s bag is closed you may need to ask them to open it.

Step 5. If you cannot see part of the bag because something is in the way, ask the customer to move it for you. Remember: you’re not allowed to touch their belongings.

Step 6. If the customer has hidden no items in their bag thank them for their time and wish them a great day.

If at any stage while checking a customer’s bag, the customer refuses to cooperate, seek the assistance of your team leader or the Store Manager, Marcelle Novak.

If while checking a customer’s bag you discover that they have an unpaid item from Retail World in there, first ask them if they would like to pay for it and, if they refuse, seek the assistance of your team leader, the Store Manager, Marcelle Novak, or a member of security personnel.

Receiving insufficient payment

When processing a sale you cannot accept less than the purchase amount displayed on the point-of-sales terminal.

If this happens you should explain to the customer that they have not given you the correct amount and re-state how much their purchase costs and let them know how much they are short.

You must not accept insufficient payment even if the customer is adamant that they have paid you the correct amount. If this disagreement escalates then you should call your team leader or manager.

Do not process the sale and open the till until have been paid the correct amount.

Merchandise surveillance

In regard to the surveillance of merchandise, staff must:

• ensure that merchandise displays are kept in a neat and tidy order at all times.• ensure that the mirrors on the shop floor are correctly positioned, e.g. facing stock, and

are in good working order e.g. not smashed or broken - in the case that mirrors are not facing the correct way or are broken, staff must report the issue to their team leader or the Store Manager, Marcelle Novak.

• wherever possible (e.g. there is a staff member available), ensure that there is always at least one staff member walking on the shop floor.


• never leave the shop floor unattended - this means that there should always be at least one staff member present on the shop floor and that customers or outside contractors should never be left alone on the shop floor.

• ensure that prices on merchandise are correct - in the case that you come across merchandise with the incorrect price tag, replace the incorrect price tag with a correct one as soon as possible.

Anti-theft equipment and devices

Where possible, staff should use anti theft equipment and devices such as:

• “Securico” Anti-Theft Coat Hangers - these can be used for hanging clothes. • Security tags - these can be placed on perishable and non-perishable products.

Opening the store

When preparing to open the store, be watchful of people hovering around the front doors. If they look suspicious, report their behaviour to security personnel or your manager before opening the store.

Closing the store

There must always be at least two staff members present when the store is being closed.

Returns and refunds

To minimise theft occurring through customers obtaining refunds or exchanges on previously stolen goods, it is store policy that no refunds or exchanges are able to be given without a receipt or proof of purchase.

In the case that a customer attempts to return goods that have security tags attached to them, you must notify the team leader, Stan Mackie. Do not accuse the customer of stealing the goods.


17. Merchandising plan and policy Retail World plans sales and product displays in order to maximise sales.

Window displays must include:• Items from the current store brochure• A range of age appropriate toys and at least:

• one item for 0-3 year olds • one item for 4-7 year olds • one item for 8+ year olds

Prepare items for display by:• opening them and where possible display product in and out of its packaging• assembling items if needed (do in advance if possible)• cleaning/dusting them• finding any window stickers that need to go up• finding any equipment or tools needed (e.g coat hangers, mannequins).

When choosing client groups for presentation:• always use product age guidelines• consider the customer’s needs and wants• consider the gender the product appeals to• consider the interests the product appeals to.

When presenting products to clients:• follow product age guidelines• recommend products from the current store brochure first• always be honest and recommend products that suit the customer.

All store displays should be updated during store hours.

18. Marketing policy

Regular customer follow up

Timing• Regular customers should be followed up on a monthly basis via the company

e-newsletter.• If the customer does not have an email address follow up every 2 months via phone. • Contact by phone all customers who purchase an item valued at $500 or more within 7

days following purchase.• Conduct customer follow up when the store is not busy.


Procedure• Check the customer has opted in to be contacted by the store.• Check the customer’s preferred method of contact.• Check the customer record to see what was purchased and what they may be interested

in purchasing next.• If the customer answers the phone, use this script:

“Hi (customer’s name), this is (employee’s name) calling from Retail World. I’m just calling to see how you went with the (name of the last product they purchased).”

• If the customer does not answer, use this voice mail script: “Hi (customer’s name), this is (employee’s name) calling from Retail World. I’m just calling to see how you went with the (name of the last product they purchased). Thanks for your business, if we can do anything to assist you, don’t hesitate to let us know.”

• Record details of what was discussed or decided in the customer database.

19. Sales policyRetail World employees must follow sales policy at all times.

It is a requirement that:• Signs in the front window display must be displayed clearly and be big enough for

customers to read.• Price stickers must be displayed so customers can see them and be the correct amount.• Information on price stickers needs to be correct and updated when required.• Every product must have a price sticker. This could be either on the product itself or on

the shelf where the product is displayed.• Product prices must be communicated honestly and accurately to customers.• Visual merchandising must follow store merchandising policy.

20. Loyalty programsRetail World has a range of special offers and loyalty programs available.

It is a requirement that all staff:• inform customers of the benefits of these offers and programs• sell loyalty programs and special offers where possible• ask each customer if they have a VIP card, or want to sign up for one• ask each customer if they have a copy of this months catalogue, or want to sign up for

one.


VIP card

How it works

Customers eligible for a VIP card earn one point for each dollar they spend at Retail World.

Once customers earn either 500 or 1000 VIP points they are eligible for a VIP voucher.

VIP voucher system:• 500 points = $50 voucher• 1000 points = $100 voucher

Eligibility

To be eligible for a VIP card, customers must:• fill-out an application form• prove that they’re over 18 years old• spend $50 or more in a single transaction.

Terms and conditions• customer must sign up in-store or online with a valid receipt number• customers can become a VIP once they spend $50 in a single transaction• customers must show their VIP card or quote their VIP number when purchasing• strictly one VIP card per customer• 10% off excludes sale items• each point goes towards a voucher that can be redeemed at any Retail World store• only purchases made with a VIP card can be used towards points. No prior purchases can

be added.

Processing a VIP card application

This can be completed in any department in the store.In order to process the card application:

1. Enter customer details into system.

2. Type in receipt number.

3. Give customer temporary card (Valid only in the issuing store).

4. Staple receipt to application form.

5. Place form in locked cabinet under register.

6. Post all VIP forms to Head Office every Friday.


Please note that it is your responsibility to make sure that the customer has agreed to the terms and conditions and has signed the form.

Promoting VIP cards, sales and events:• identify which customers are eligible for a VIP card• identify which VIP sales and events are right for which customers.

VIP sales events guidelines:• VIP card holders are allowed entry to any VIP sale, but must show their card on arrival.• VIP card holders are entitled to a guest pass (+1) for any person to a VIP sale.• Non VIP customers can be invited to VIP sales at the discretion of Retail World staff. In this

case, customers can fill out an invitation form and use this on entry to the event.

VIP vouchers

Vouchers are valid for 3 months.

Gift vouchers

Non VIP gift vouchers are valid for 12 months.

21. Telephone procedure

External calls

To make an external call:

Step 1. Pick up the receiver/handset.

Step 2. Press the HOLD button

Step 3. Press the # key.

Step 4. Dial 1 - for an outside line.

Step 5. You may now dial any external phone number.

Step 6. Press the CALL button.


Transfer calls

To transfer a call:

Step 1. Press TRANSFER.

Step 2. Press the # key.

Step 3. Dial the number you are transferring to, eg 791.

Step 4. Press the CALL button, this is also represented by a green telephone.

22. Customer service policy

Determine customer needs and offer assistance

To work out the customer’s needs:• Use open questions to find out the customer needs.• Use active listening to repeat back and clarify information.• Direct customer to specific merchandise according to customer requirements. It is

expected that the staff offer to take customers to the location of merchandise if required.• Make supportive statements to encourage the customer’s interest, for example: “That’s a

great colour for you”, “These are really popular”, “It’s a great quality product”.

Customer solutions

Conditions apply. Refer full policy/discuss with manager.

Delivery timelines

Price• offer lay-by• price match• offer a discount (with the manager’s approval)

Time• delivery• assembly/installation• place on hold

Merchandise• test products (as appropriate)• sell display/window stock • different colour, size or style


Hold policy

• Non sale items may be placed on hold for 24 hours.• Sale items may be placed on hold for 1 hour only.• Please fill in a customer hold form which includes the customer’s full name and best

contact number.• Remove stock off the shop floor if possible.

23. Communicating with customers policy

Answering a customer call

If the customer has phoned the store, greet the customer by saying, “Good morning/good afternoon, Retail World. This is (your name) speaking”.

Calling customers

When calling a customer you must:• Use the customers name and introduce yourself e.g. “Hi (customer’s name), this is

(employee’s name) calling from Retail World.”• Explain the purpose of your call e.g. I’m just calling to see how you went with the (name of

the last product they purchased).”

Leaving a message

When leaving a voicemail or answering machine message, you must:• explain who you are, a name is sufficient• where you’re calling from, e.g. the Toys department at Retail World• the purpose of your call, e.g. a return phone call about a product or issue.

Follow the same procedures for answering a phone. This is just the same as talking to a customer.

Greeting customers - face to face

How to warmly greet the customer:• Always acknowledge the customer as they enter the store, with a smile and greeting.• Make the customer feel welcome by saying,• “Good morning/good afternoon and welcome to Retail World! If there’s anything I can

help you with, just ask.”


• After a customer has entered the store, allow the customer to browse for 2-3 minutes before approaching again.

• If the customer is wandering around the store ask “What are you looking for today?” to open a conversation.

• If the customer wants to be left to browse then respect their wishes.

Greeting customers warmly - phone

How to warmly greet the customer:• If the customer has phoned the store, greet the customer by saying,• “Good morning/good afternoon, Retail World. This is (your name) speaking”• Don’t leave the customer on hold for too long. A maximum of 30 seconds.

Sending a customer email

When sending electronic mail to customers our employees must adhere to some rules including the below.

Double check your email, make sure that you:• Always begin the email with a polite greeting followed by the customer’s first name (if

known). For example, Dear Sarah, Good afternoon David etc.• The body of the email must not contain any spelling errors or slang.• Make sure the email subject is relevant, spelt correctly and not left blank.• Make sure you have attached any files that are required.• The employee should end the email and include an email signature or sign-off by saying

‘Kind Regards’ followed by their full name.Send follow up emails to confirm that you have received the message and will carry out any requests, or provide information. There may be a need to call customers directly depending on how urgent the message is, i.e. delivery confirmation inquiries.

24. Returns policyAll employees must make an effort to avoid the necessity of an exchange or refund by making sure customers purchase the goods that are most suitable in the first instance.

Always make sure you provide accurate and honest information to the customer. If you can’t answer a question about a product, speak to your manager.


Refunds

Retail World is happy to offer customers a full refund on goods where:• Goods do not cope with reasonable use and break within their 12 month warranty.• Goods have a major fault which could not be identified at the time of sale.• Goods are not suitable for the particular purpose that the customer made known to the

sales assistant at the time of purchase.• Customers have changed their minds - providing the goods are in good condition, have

not been used and are returned within 14 days of purchase. By law we don’t have to give refunds if the customer has change their mind, it is only a store policy

• In all cases, proof of purchase must be provided.

Exchanges

Retail World is happy to offer customers an exchange on goods where:• Goods do not cope with reasonable use and break within their 12 month warranty.• Goods have a major fault which could not be detected at the time of sale.• Goods are unsuitable for the particular purpose that the customer made known to the

sales assistant at the time of purchase.• Customers have changed their minds - providing the goods are in good condition, have

not been used and are returned within 30 days of purchase. Just keep in mind that by law we don’t have to offer exchanges if the customer has change their mind, it is only a store policy.

• In all cases, proof of purchase must be provided.

Where the above conditions are met, Customer Service Assistants are authorised to offer customers a refund or exchange on goods. For all other situations, refunds or exchanges will be given only at the manager’s discretion.

Exclusions

Retail World is not required to offer refunds or exchanges if:• The customer found the goods cheaper in another store. In this case we will confirm the

competitor’s price and price match.• When the fault or damage to the goods was caused by the customer.• The customer knew about the defect before purchase.


Repairs

Retail World is happy to offer customers a free repair on goods where the product is within its 12 month warranty and:

• The damage or fault to the product is minor and easily fixed e.g. the handle/knob on a draw falls off.

• The damage or fault has occurred through reasonable use e.g. the product has not been damaged on purpose or through irresponsible use.

Warranties

Retail World provides a full 12 month warranty on all goods sold in store.The warranty period begins from the date of purchase.

Guarantees

Retail World guarantees that all our products will work properly and do what they say they will do.

If a customer believes an item is faulty, it may be necessary for Retail World to send the goods to the manufacturer for it to be assessed within 6 months of being purchased. If there is a major fault with the item, the customer can choose a refund, exchange or repair. If the fault is minor, we will organise for the item to be repaired or replaced within 6 months of being purchased.

Whether the item has a minor or major fault, employees are to document the issue and enter the following details into the customer database:

• customer name• customer address• customer contact number• product name• SKU• price• fault description (explain in detail the issues with the item)• action (refund, repair, replacement or exchange).


25. Complaints procedureRetail World employees should observe the following procedure when documenting customer complaints.

An official Retail World complaints form needs to be completed that includes the following details:

• what has happened• who was involved• action required to fix the problem• evidence of the event (including photographs, phone or video recordings)• steps required to remedy the situation.

All documents should be securely stored either in a:• filing cabinet• database.

Any complaints involving the ACCC should be referred to the Store Manager.

26. Additional services offered

Delivery service

Retail World offers two delivery options for our customers:

Delivery option Delivery timelines Delivery Fee

Express delivery Next business day delivery Kilometers from the store:

0 - 5km: $205km - 15km: $30 15km - 30mk $40

Standard delivery

Delivery within 3-5 business days Kilometers from the store:

0 - 5km: $155km - 15km: $2515km - 30mk $35

Delivery enquiries: Contact the Customer Service team on 1300 465 326Office hours: Monday - Friday 8.00am to 5.00pm

For deliveries to addresses outside of 30km, extra charges apply. Contact the Customer Service department for a quote.


Arranging delivery

When arranging a delivery service for a customer, you are required to obtain the customer’s details and enter this information into the customer database.

You will need to:• Confirm the correct address and delivery option with the customer as the system will use

this information to calculate the cost of delivery. • Make sure the information collected is accurate. Employees must confirm all customer

details on completion of filling in the delivery form.• Provide the customer with a Retail World business card. Highlight the Customer Service

contact number should the customer have any issues or questions regarding their delivery.

Layby

• customers can layby products at Retail World for up to 6 months• 20% deposit at time of layby• minimum 10% of balance paid monthly• items on layby can be price matched to competitor or Retail World specials during layby

period.

27. Lost propertyIf a customer has lost property then the following steps should be taken:

• place the item in the lost property area• if there is a name, look for the customer’s number in the store’s database • call their number and inform them you have their property• make sure the item is kept safe until the customer comes into the store.

28. Maintaining work areas

Cleaning spills and removing hazards

In hazardous situations, your first priority must be to protect the safety of customers and staff. Hazards need to be cleaned and removed safely to prevent accidents.

Never leave a hazard unattended.

In the event of an accident or spill in your area, apply the following process:


1. Immediately section off the area. You may need to remain in the affected area, directing customers away or ask a coworker for assistance. Locate safety signs in the storeroom and display where they will be seen to warn people of the danger.

2. Report the hazard to your manager. Complete a Retail World Hazard report form when instructed by your manager.

3. Remove the hazard.

4. Once the hazard is removed, the area can be re-opened and you are able to remove the signs.

Use Retail World’s ‘spill kit’ to clean and remove spills of food or other waste. Employees must wear appropriate PPE including gloves, an apron and boots to clean spills. Dispose of the waste in a sealed plastic bag to prevent spread of bacteria or chemicals.

If cleaning a spill of a chemical or hazardous substance, always check the warning labels or find and read the product MSDS first. This will advise you of the safe handling, storage and disposal procedures.

If removing hazards, such as lifting boxes, use appropriate manual handling and lifting technique to avoid injury:

• Workout if it’s safe for you to move.

• Stand close so you can easily reach it.

• Set your feet apart.

• Bend your knees, keep your back straight and lower your head to look at the load.

• Lift by straightening your legs, keep your back straight and your head up.

• Keep the load close to your body.

• Change direction by moving your feet, not twisting your body. Lower the load by bending your knees, not your back.


If you see the label below, you will need to ask someone to help lift it with you:

If you are unsure about how to safely clean any type of spill, how to safely dispose of wastes, or remove hazards check with your manager.

Recycling and waste disposal

Environmental responsibilitiesRetails World follows legislation and Australian Environmental Protection Authority guidelines, and all staff are required to do an instructed.

At Retail World we support the reduction of plastic bag use as recommended by the Code of Practice for the Management of Plastic Bags. All staff can help reduce the number of bags used by:

• asking if customers require the bag in the first place• offering an alternative, such as reusable shopping bags.

Removal of general waste

The cleaners remove all waste each morning as part of their contract. Your responsibility in this area is:

To ensure that waste in your department is disposed of in an environmentally responsible manner and in line with legislative and WHS requirements, use the coloured bins as follows:

CAUTIONTWO

PERSONLIFT


All other general waste including food scraps and plastic bags.No liquids or other chemicals.

All garden waste. Garden branches must fit in the bin withthe lid closed.

All plastic, metal and carton containers, glass bottles and jars.No plastic bags.

All flattened scrap paper andboxes but no dirty boxes/paper.

Mixed recycling bin

Paper and cardboard bin

Organic waste bin

Landfill only bin

PAPER & CARD

PLASTIC, GLASS& CANS

ORGANICWASTE

GENERALWASTE

Separating waste in this manner does not take any extra time, and allows Retail World to recycle approximately 90% of all its waste, which is in line with environmental standards across Australia.

Personal hygiene

Retail World employees must maintain excellent standards of personal hygiene including always:

• wear a clean uniform• keep hair clean, neat and tidy• wear adequate deodorant• bandage open cuts or burns• wash hands after using the bathroom• wash hands after handling chemicals and performing cleaning tasks.

Retail World employees must use the following technique to wash their hands:


1

2

3

4

5

6

15s

Wet yourhands.

Scrub backs of hands,wrists, between fingers and under fingernails.

Rinse yourhands.

Turn off tap. Avoid touchingtap with hands i.e. use paper towel or elbow.

Dry your handsthoroughly.

Apply soap and scrub forat least 15 seconds.

How to wash your hands

General cleaning policy

Every Retail World employee is responsible for keeping their work areas and the store as a whole clean, organised and tidy.

All employees must adopt a ‘Tidy as you go’ approach to keep the workplace tidy, safe, organised and uncluttered throughout each shift.

Daily cleaning duties include:• wiping down counters and point-of-sale (POS) area• cleaning windows and shopfronts• vacuuming and/or mopping of floors• dusting displays, fixtures and fittings• mopping wet floors.


Employees must also:• Clean in the right order e.g. from the top to bottom of display shelves as dust and dirt will

fall down as you go.• Clean to a high standard e.g. never leave dirty wipe marks from a cloth on glass.• Use the right equipment e.g. use a glass cloth or paper towel for glass surfaces, and only

cleaning products suitable for use on glass.• Turn off electrical equipment before cleaning.

To keep the store in a tidy, safe, uncluttered and organised manner, employees must return discarded items on return from their lunch break, as this is a busy time for the store. Items must be returned to the correct shelf within their own department, or to the correct department as per the below map. For example, children’s bikes should be returned to the toy department.

$$?

$

Electronics

ChangeRoom

Women’sFashion

CustomerService

Desk

GourmetFood

Menswear

Children’sClothing

Elevator

Toys

Homewares

Gardening

Main Entry

StaffRoom

Manager’soffice

StaffBathroom

Store Room

BackDock

CustomerBathroom

RetailWorld Store map


If you’re not sure where a discarded product should be returned to, check with your manager.

Consumable items

Retail World employees must follow housekeeping checklist policy to regularly check levels of:• Shopping bags• Register rolls• Pens• Customer loyalty card forms

Work through the checklist tasks one at a time, from top to bottom. Tick off each one once complete.

If you find any items are low or have run out report them to your manager immediately. Your manager may order more, or ask you to do so.

Items must be stored in the designated labelled spot at the register:

PAY

1 2 3

4 5 6

7 8

0 00

9

Enter

ITEM SEARCH

DEPARTMENT

MANAGER

SECURITY

CANCEL DISCOUNT CLEAR

MENULOG OFF

ACCOUNT

Subtotal $99.95

$150.00$40.05

TOTAL $109.95

Hyper Ranger Red $10.00Sanaphonic 1TB HD $99.95

Print report...

SAV CRD CHQ1 2 3

4 5 67 8 9

0 #ENTERCANCEL BACK

pensregister rolls

shopping bags loyalty card forms

duster


29. Stock control

Maintaining the receiving bay

The receiving bay must be kept clean, tidy and organised at all times to make sure Workplace health and Safety (WHS) standards are met, and to keep staff and delivery personnel safe. Follow these guidelines to keep the receiving bay safe and tidy at all times:

• Clean the shelves and sweep the receiving bay floor regularly.• Return equipment e.g. trolleys to the receiving bay equipment storage cupboard when

not being used.• Any spills must be mopped up straight away.• Tidy up after every delivery.

Disposing of packing materials

Retail World adheres to Australian Environmental Protection Authority guidelines, The National Waste Policy and The Australian Packaging Covenant. All staff must follow store policy to dispose of waste appropriately. Waste and packing materials must be removed from the receiving bay floor and disposed of as soon as possible, according to the coloured bins as follows:

PAPER & CARD PLASTIC, GLASS& CANS

GENERALWASTE

Different councils will have different coloured bins for different types of

waste. This can change depending on where you live or work.

Different waste? Different bin.


Separating waste in this manner does not take any extra time, and allows us to recycle approximately 90% of all its waste, which is in line with environmental standards across Australia.

Checking incoming stock and delivery documentation

Staff must:• Check that the SKU number, product description and quantity of stock on the purchase

order matches the content label on the boxes of goods being delivered. • Check that the SKU number, product description, quantity of stock and total price on the

purchase order matches the invoice.

Inspecting delivered stock

Staff must:• Open some boxes to check condition of contents, watch out for missing parts, damaged

or out-of-date stock.• Complete these checks before the delivery driver leaves or you sign the delivery docket.

Recording discrepancies or damage

Staff must:• Record any discrepancies or damage on the delivery docket after you have checked the

delivery documents inspected the goods for damage. When you sign it, make sure you report any issues to your manager straight away.

Unpacking stock

Staff must:• Ensure all items are unloaded correctly according to any handling labels on the boxes.• Always operate equipment correctly e.g. a pallet jack. • Use a safety knife to open boxes, cut away from your body.• Don’t leave tools, nails or staples lying around.• Excess packing materials must be removed and disposed of quickly. Don’t leave packing

material lying around.• Don’t block entrances, doorways or aisles when unpacking boxes.

Entering stock into the stock record system

Using the invoice, enter the stock received into the stock record system on the computer. You will need to enter the following details:

• product SKU• purchase order number


• invoice number• quantity of stock received

Note: The computer will then automatically calculate the total stock numbers.

Stock rotation

All Retail World employees must follow the FIFO principle. FIFO = First In, First Out. Products that are first into the store must also be the first to go out of the store, with the customer. Check all dates before you put stock on display.

Retail World employees must refill the shelves regularly with stock from the storeroom, as customers can’t access this area.

When rotating stock employees must:Put items in the correct order according to the FIFO principle in the storeroom and on the shop floor.Make sure the labels/codes are correct.

Waste and mark downs

• Mark down stock by 20% that is 2 days before it’s sell-by date and place it in the reduced area.

• Remove and dispose of any items that have past their sell-by date, or have been damaged. Record this in the Retail World waste and markdowns logbook and give this to your manager at the end of your shift.

RetailWorldWaste and mark down logbook

Date Product Productcode

Qty Description Actiontaken

03/10/16 Milk MP1453 4 Past use-by date Removed from sale

and thrown out

05/10/16 Mince

meat

MP2864 2 Close to use-by Marked down by

20% and put in

reduced area

06/10/13 Pear FV3476 1 Too bruised and

damaged to sell

Removed from sale

and thrown out


Coding and pricing merchandise

The correct price and code must be applied to each product according to Fair Trading Laws. Price and code labels must be applied to stock before being dispatched for display.

Retail World also follows the Scanning Code of Practice which states that if an item scans higher than the displayed shelf price, the customer is entitled to receive the first item free, and additional items at the lower price. This code only applies to products under $50.

Staff must use the pricing gun to apply price stickers and the label maker to print codes. Staff must read and follow the manufacturer’s instructions before using equipment for the safety of themselves and others.

When placing price and code labels on products:• Bagged items must have price labels and codes attached before being stored or put on

display.• Price stickers must be located on the top right hand corner on the front of the product for

all bagged items, including bags of coffee.• Code labels must be placed on the bottom right hand corner on the back of the product

for all bagged items, including bags of coffee.• Boxed items already have price labels and codes attached by the supplier.

Price errors

All price errors must be reported to your manager immediately so they can be fixed.

Dispatching stock

Stock requisition forms must be completed by the store requesting the goods.

All stock requisitions must be authorised by your manager before you process or dispatch stock to another store.


Stock must be dispatched promptly. Stock requisitions, must be placed in the appropriate store’s roll cage to be dispatched, refer to map below:

Storing excess stock

Excess stock should be placed on the top shelf of product displays on the shop floor, if this is full it should be placed the store room.

Staff must store dangerous goods according to the manufacturer’s instructions or MSDS. Staff must read the MSDS and store the product accordingly.

If you can’t find the MSDS or are unsure how to store a dangerous good, seek assistance from your manager.

Richmond Bendigo

Geelong Ballarat

Gippsland


Manual handling

This policy is designed to make sure employees meet their responsibilities under WHS/OHS legislation and regulations.

Staff must apply correct manual handling techniques when lifting, shifting and carrying items.

To lift safely staff must follow these 10 steps:

Step 1: Assess the load. How heavy is it? Check if the weight is labelled on the object, e.g. 12 kg.Step 2: Get close to the load. Move your body as close as possible.Step 3: Stand with feet apart. This helps you to balance.Step 4: Relax your knees.Step 5: Lower your body by bending your knees.Step 6: Get a firm grip.Step 7: Keep your head straight and chest up.Step 8: Push from your heels.Step 9: Straighten your legs.Step 10: Keep your back straight and lift.

Note: When lifting, make sure you turn your feet before you move e.g. don’t twist your head or body in a direction opposite to that which your feet are facing.

Before carrying items make sure the area is safe by:• Planning your method - this involves planning the best way to handle items before

actually handling them. For example, assessing whether it is safer to carry or slide an item from one location to another before moving it.

• Preparing your route - this is involves making sure your route is free of tripping hazards and avoiding unnecessary obstacles, like stairs. This is essential when moving items from one location to another.

• Considering personal protective equipment (PPE) - this involves making sure you are wearing any necessary PPE for performing a task. For example, wearing steel cap boots to protect your feet from heavy or falling objects.

To shift and carry items safely, staff must:

• center loads in the space between your shoulders and waist whilst carrying them• keep your back straight whilst carrying items• make sure you turn your feet before you move e.g. don’t twist your head or body in a

direction opposite to that which your feet are facing• bend your knees and slowly squat when placing items on the ground• not let go of items until they are safely are on the ground when placing them down.


Staff must follow warning labels on boxes and not lift items over 16kg without assistance. Other warning labels include:

CAUTION

BULKY

CONSIDERTwo person lift or

mechanical aid

CAUTION

17 to 35kg

HEAVY

CONSIDERTwo person lift or

mechanical aid

WARNING

VERYHEAVY

36 to 50kgADVISE

Team lift or mechanical aid

CAUTION

10 to 16 kgMaintain natural curves of back

- bend knees to lift

FRAGILEDO NOTSTACK


30. Emergency procedures

Contact list for Retail World’s Emergency Control Organisation (ECO)

Emergency warning procedures

Manual alarm systems

There are two types of break glass alarms throughout the store. The glass or plastic material will break easily using your elbow, fist or a pen. Breaking the glass will sometimes activate the button automatically.


1. Emergency Break Glass Alarm

2. Fire Break Glass Alarm


Automatic alarm system

Retail World has an automatic alarm system. The alarm will sound when the system identifies smoke, gases or a noticeable change in the temperature (eg in the case of a fire).

In the event that the alarm system fails, a staff member will need to take action and set off the manual alarm.

Alert alarm (‘beep, beep’)

On hearing the alert alarm, staff must:

1. Check their area for an emergency situation.

2. Wait to receive further instructions via the PA system or from an ECO member.

Evacuation alarm (‘whoop, whoop’)

On hearing the evacuation alarm, staff must:

1. Inform customers about the fire emergency and help them leave the building.

2. Start to evacuate the building through the nearest and safest exit.

3. Evacuate in an orderly manner.

4. Meet at the Assembly Area.

5. Follow directions from the Chief Warden, Fire Warden or attending emergency services (eg Fire fighters).


Evacuation plan


Emergency and evacuation procedures

In the case of emergencies it is important that all workers follow procedures. You may need to:

Raise the alarm• In the case of a fire, and If safe to do so, remove people from immediate danger.• Raise the alarm if not already sounding. This will involve breaking a glass alarm panel.

Fight the fire• If safe to do so and if trained in the use of fire fighting equipment - attempt to extinguish

the fire. This would be the case if there was a small fire in the kitchen. However if the building is alight, you are required to evacuate the building.

• Choose the correct fire extinguisher. Do not use water or foam on an electrical fire.

Evacuate the building in a fire emergency

The following points will ensure that everyone leaves the building safely and that nobody is left behind.

As soon as you hear the evacuation alarm all employees must: Step 1: Move towards the nearest and safest emergency exit. Do not rush or push people to get there first.Step 2: Move quickly and calmly. Do not run.Step 3: Leave the Retail World building through the exit.Step 4: Make your way to the assembly area.Step 5: Wait outside with the rest of your colleagues at the assembly area on the corner of Lawrence Way and Jacobs Street. This is so the WHS Officer can do a head count and make sure everyone has evacuated the building.Step 6: Do not re-enter the building until told it’s safe to do so by the Fire Warden or emergency service.

Fire drill policy

In the event of a fire, workers should evacuate according to the usual emergency procedures.

They are encouraged to ask their fire warden for any help or advice that they might need while evacuating the premises.


31. First aid procedures

First aid should be administered as soon as possible to any customer, colleague or contractor who suffers an injury.

These injuries include:• burns• wounds• sprained muscles• broken bones.

First aid should only be administered by a qualified first aider: a worker who has taken the appropriate first aid training.

Workers who are not qualified first aiders are required to seek out a first aider immediately so that they can treat the injured person.

32. Work health and safety

Apart from filling out a grievance form, employees may refer work health and safety issues to certain people within the workplace. These people include:

• their respective manager• the WHS officer (who also serves as the health and safety representative).

Potential WHS issues that be raised with these people include:

• faulty equipment• prolonged and persistent hazards • training and skill development needs• working conditions.

These issues can also be referred to a Junior Safety Officer. However, the Junior Safety Officer must then refer the issue to the people mentioned above.


Chemicals and dangerous substances

Hazardous goods and substances will need to be kept in Retail World’s “Volatile Supply Storeroom”. Substances that react to one another will be kept in separate cupboards within this storeroom.

When moving dangerous goods and substances employees are also required to wear safety gloves. This will prevent any residue from coming in contact with the person’s skin.

All chemicals, cleaning products and dangerous substances will need to have their own MSDS. These must be kept up-to-date, and in the same place inside the Retail World MSDS folder.

• Staff must only use approved chemicals and cleaning products.• Staff must follow all safety instructions specified by the product and any other safety

instructions.• Staff must wear the correct PPE if required.• Staff should check any ADG, IMDG or HAZCHEM label to determine whether the product

is safe to use prior to use.• Chemicals need to be diluted as per the manufacturer’s instruction.• Staff should refer to the MSDS for the individual product for further information. This

will contain instructions specific to the product, such as dilution, as well as first aid, safe handling and storage instructions.


DisclaimerInformation contained in this training resource is for educational purposes only. Leaptraining.com and the courses available are the property of Leap Training and are protected by Australian and International Copyright laws. All copyright, trademark and other property rights associated with the course text, graphics, design elements, and all other materialsoriginated from or used within the this text are reserved to Leap Training. Leap Training reserves all rights regarding the production, uploading, printing, transmitting, downloading, duplicating, repurposing or distribution, including total or partial reproduction or adaptation, without written permission from the management of Leap Training.

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