Employee Manual

Organisational structure........................................................

Mission Statement and core values......................................

Rights and responsibilities.....................................................

Stakeholder policy...................................................................

Appearance and grooming....................................................

Communicating with clients..................................................

Complaints procedure............................................................

Computer use..........................................................................

WHS issues...............................................................................

Emergency procedures..........................................................

Refunds, warranties and exchanges.....................................

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Contents(Click on the title to go to the chapter)

Payroll officerHealth and safety representative

Alice Vu

Customer service adviserWHS committee member

Jordan Mitchell

Customer service adviserFire warden

Leanne Sanchez

ManagerCarsten Rover

Assistant managerWHS officer

Steve Angelico

Chapter 1

Organisational structure

1

Chapter 2

Mission Statement and core values

2.1 Mission Statement

We’re here to meet all of your business, office and stationery needs. Providing quality

products at the best prices. Our team has been trained to serve our customers do their

BEST at all times. We guarantee 100 % customer satisfaction.

2.2 Core values

RespectWork to achieve cooperation and respect across all aspects of the organisation;

inclusive of all regardless of race, ethnicity, religion, gender, social background

and age.

IntegrityWork to ensure that integrity is at the backbone of organisation goals and

objectives, ensuring that employee and stakeholder privacy is upheld and

maintained.

ExcellenceWork to achieve a standard of excellence in all aspects of the organisation,

including employee and stakeholder relations and service delivery.

2

Chapter 3

Rights and responsiblities

Officeworld worker and employer rights and responsibilities are based on the

following legislation and awards:

• Fair Work Act 2009

• Equal Opportunity Act 2010

• Social, Community, Home Care and Disability Services (SCHADS) Award

• Workplace Health and Safety Act 2011

• The Privacy Act

• Anti-Discrimination Act

• Equal Employment Opportunity Act.

3.1 Employee rights and responsibilities

Employee rights include:

• knowing the terms and conditions of your employment

• protection from discrimination and any form of harassment, including bullying

• right to union representation

• right to a safe workplace

• right to fair workplace relations

• having access to the training and tools needed to perform your role.

3

Employee responsibilities include:

• performing tasks according to their job description

• attending work

• being punctual

• confidentiality and privacy of a company, client and colleague information

• obeying the law

• contributing to a safe workplace

• adhering to company policies and procedures including Duty of Care.

3.2 Employer rights and responsibilities

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 offence

• 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.

4

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

• 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.

3.3 Grievance procedures

If you feel like you are being treated inappropriately by a fellow employee at Officeworld, you are able to make a formal complaint.

You must do this in writing.

What to write:

• what the problem is

• when and where any details about the problem happened

• who is involved and/or witnesses

• the names of any witnesses

• a possible solution.

5

How to write it:

• type it into a computer word processor (Microsoft Word, Apple Pages, Google

Docs, other free software from the internet)

• write the information as clearly as possible

• make sure it’s written in neutral language and doesn’t sound angry

• send the saved file to your supervisor via email. OR

• print the letter, put it in an envelope, and give it to your supervisor (in person or via workplace procedures)

• check out the example letter below to see an example of how it should look.

Here is an example of what a grievance letter should look like and include:

If the issue is not resolved after your grievance letter has been received, you can:

• go to the Fair Work Ombudsman (www.fairwork.gov.au)

• contact your relevant union.

2 Main Street

Northside

NSW 5432

Carsten Rover

Manager

Officeworld

11 Northern Drive

Northside 5432

01/03/2015

Dear Carsten,

I am writing to make a complaint about the behaviour of one of my

co-workers, Steve. I feel that he has been bullying me since I started working

here at Officeworld.

The most recent times when I have felt bullied were:

• Yesterday in the lunch room.• Last Friday at the reception desk, in front of our co-worker Thomas.• Last Monday in the resources room.

I have already spoken to Steve about this informally, but Steve felt that I was

overreacting and that he was treating me normally.

I would like you to help me resolve this issue. If you explain the situation to

Steve, maybe he will agree that bullying in the workplace is not acceptable.

I look forward to hearing from you about this issue.

Regards,

Alice Vu

Your address

Date

Supervisor + organisation details

Your supervisor’s name

Sign off

Your name

Details

6

Chapter 4

Stakeholder policyOfficeworld seek the views of key stakeholders to ensure our aims of excellence

are upheld, always evolving, and improved upon where necessary.

It is important that you use the following procedures when working with key

stakeholders.

4.1 Key stakeholdersOfficeworld key stakeholders include:

• clients

• client representatives

• suppliers

• applicable government agencies that govern the retail sector.

4.2 Working with stakeholdersIn seeking the views of key stakeholders, Officeworld will:

• seek out and involve those who are interested in or affected by the organisation’s work, including those that are harder to reach for reasons such as language, culture, age or mobility

• treat people with respect and provide excellence in customer service

• value stakeholders and use their views to improve policy and outcomes

• ensure that all stakeholder views are respected, including their rights to object

or support a project

• give reasons for decisions that have been made about a particular situation.

• document decisions from meetings with stakeholders

• report individuals’ views in a way that ensures their private information cannot be identified

• comply with this policy as well as any applicable laws and regulations.

7

Chapter 5

Appearance and groomingAt Officeworld 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.

5.1 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 Officeworld 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 Officeworld 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.

8

5.2 Clothing and attire

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.

All Officeworld staff must wear:

• a blue shirt with the company logo

• black pants.

Under no circumstances should you wear crop tops, short skirts (above the knee),

backless or strapless tops, singlets, jeans, cargos, denim skirts or shorts.

Footwear

All Officeworld 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-toe shoes or slippers.

5.3 Tattoos and jewellery

TattoosTattoos 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 item is to be administered at the discretion of the Team Manager.

PiercingsOfficeworld 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).

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5.4 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.

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Chapter 6

Communicating with clients

6.1 Greeting the client

At Officeworld, every employee is expected to treat clients with respect, upholding

excellence as per our mission statement.

In Person

The recommended greeting at Officeworld is:

Good morning/afternoon, this is (your name), how can I help you?

On the telephoneWhen greeting a client on the telephone, the recommended greeting is:

Thank you for calling Officeworld, my name is (your name) how can I help you?

6.2 Interviewing clients

• interviews for clients should take place in the boardroom, or meeting rooms

• interviews should not take place in reception, or lunch room areas.

6.3 Messages

• if you receive a telephone call and the caller wishes to leave a message, you are required to fill out a standard phone message form, or send the message recipient an email

• ensure that all details are accurate and that you have filled in all the necessary information

• if the caller wishes for someone to contact them, make sure you get their telephone number or contact email.

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Chapter 7

Complaints procedureOfficeworld employees should observe the following procedure when

documenting customer complaints.

An official Officeworld 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.

12

Chapter 8

Compter useOfficeworld employees should observe the following protocol regarding company

internet and computer use at all times.

8.1 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.

8.2 Offensive content

It is forbidden to download or upload certain content on company computers.

This includes but is not limited to:

• pornography

• violent or family-unfriendly material

• racist or sexist content.

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8.3 Naming and saving files

Files saved on our computers or on are 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.

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Chapter 9

WHS issues

9.1 Workplace hazards

To deal with hazards or a situation of risk in the workplace you MUST select the

appropriate strategy, making sure that you give priority to the safety of self and

others, and that the response to the hazard reflects Officeworld policies and

procedures.

It is a requirement of Officeworld that you:

• use and understand symbols used in WHS signage

• follow the Officeworld organisational reporting processes and practices

• identify WHS issues that relate to challenging behaviours

• identify situations of risk and hazards

• follow emergency response procedures.

9.2 Reporting a workplace hazard

When to reportA hazard report must be completed IMMEDIATELY, and as per Officeworld

organisational practice when:

• a hazard or environmental risk has been identified

• an unsafe practice has been witnessed that does not reflect organisational practice

• when there is damage to personal or organisational property.

Who to report toYou should make every effort to report an incident to the designated WHS people:

• WHS Representative

• manager.

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How to report

• face to face

• on the phone

• via e-mail

• complete and submit a relevant hazard report form:

What to reportAll hazard reports must contain:

• description of hazard or risk

• location of hazard or risk

• dates and times hazards were identified or risks assessed

• response undertaken

• who was notified.

Employee name:

Date:

Work area:

Health and Safety Representative:

Page 1 of 1

Supervisor ofwork area:

PART A - Description of hazard

PART B - Risk assessment

PART C - Date and time hazard identified

PART D - Injuries

Hazard report form

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9.3 Reporting a workplace incident

The responsibility of any Officeworld employee is to ensure that they reflect the

standards and industry expectations in their daily work role.

In a situation where the behaviour of concern may cause an unsafe environment or

unsafe practice or incident. This must be recorded accordingly.

When to report:An incident report MUST be completed when an incident has caused injury or a

near miss to yourself and others.

Times to report:

• when a situation or a concern escalates

• if you witness a client or staff member acting unsafely

• any unsafe practice that does not reflect organisational practice

• a behaviour of concern that has caused injury

• when there is damage to personal or organisational property.

Who to report to:Incidents must be reported IMMEDIATELY, and as per organisational practice. You

should make every effort to report an incident to:

• a WHS representative

• your manager or supervisor.

Incident reports:If you are required to fill out at incident report form, they are available from the

above persons.

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What to report:All incident reports filed must be clear, accurate and legible, and must contain:

• the true facts

• all appropriate information

• dates and times of incident

• people involved in the incident or near miss

• what health professional needed to be involved, if any

• a precise description of the incident

• a list of witnesses if applicable

• first aid care provided.

Incident report form

Date:

Date of incident:

Your Name:

Type of incident:

Property damage

Report of incident:

Time of incident:ampm

Injury Theft

10/05

10/05

Leap student

12:00

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Chapter 10

Emergency procedures

10.1 Medical emergency

A medical emergency is an injury or an illness that needs to be acted on

immediately.

In the event of a medical emergency you must follow Officeworld

procedures:

Make contact in this order.

1. The First Aid officer.

2. Your manager or supervisor.

3. The ambulance service (dial 000).

10.2 Fire emergency

A fire emergency is when a flame becomes out of control.

In the event of a fire emergency you must follow Officeworld procedures:

A fire emergency is when a flame becomes out of control.

1. Contact fire wardens.

2. Follow evacuation procedures.

3. Dial 000.

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10.3 Bomb threat

A bomb threat is when someone calls or communicates in some way with the

organisation, and tells them that there is a bomb in the building.

In the event of a bomb threat you must follow Officeworld procedures:

1. Evacuate the building.

2. Dial 000.

10.4 Internal emergency

Internal emergencies cover a number of incidents, including gas leaks, water leaks,

flooding, etc. Depending on the situation, it could be an emergency or just an

incident.

In the event of an internal emergency you must follow Officeworld procedures:

1. Contact your supervisor.

2. Contact relevant service providers.

3. Dial 000.

10.5 Personal threat

A personal threat is when someone verbally threatens or assaults someone else in

the workplace.

In the event of personal threats being made you must follow Officeworld

procedures:

1. Contact your supervisor.

2. Dial 000.

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Chapter 11

Refunds, warranties & exchanges

All employees must make an effort to avoid the necessity of an exchange or refund

by making sure our 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, refer this to a senior member of

staff or your manager.

11.1

Officeworld provides a full 12 month warranty on all goods sold in store. Warranty

period begins from the date of purchase.

11.2

Officeworld is happy to offer customers a refund or exchange on goods providing

the following guidelines are met.

• within the warranty period (12 months from purchase date).

A refund or exchange is given when:

• goods have a basic 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 and have not been used. Just keep in mind that by law we don’t have to give refunds if the customer has changed their mind, it is only a store policy

in all cases, proof of purchase must be provided.

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For all other situations, a refund or exchange will be given only at the manager’s discretion.

Officeworld is not required to give refunds, credit 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.

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