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

Chapter Page

1 Organisational structure........................................................ 1

2 Mission Statement and core values...................................... 2

3 Rights and responsibilities..................................................... 3-6

4 Stakeholder policy................................................................... 7

5 Appearance and grooming.................................................... 8-10

6 Communicating with clients.................................................. 11

7 Complaints procedure............................................................ 12

8 Computer use.......................................................................... 13-14

9 WHS issues............................................................................... 15-18

10 Emergency procedures.......................................................... 19-20

11 Repairs, Refunds, Warranties, Exchanges and Discounts.. 21-23

12 Style guide............................................................................... 24-26

13 Job description........................................................................ 27
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Chapter 1

Organisational structure

Store manager Personal Assistant

Kevin Smart Abby Phillips

Finance Manager Warehouse Manager Sales Manager Marketing Manager

Chris Anderson Adam McPherson Gina Milano Judy Maine

Warehouse Staff Customer Service Administrative

Cameron jenkins Representatives Assistants
Claude Monet Nadia Dovic Julie Wilson
Manesh Sing Melinda Thomas Beverly Arnold
Cindy Nguyen Kristen Powell
Robert Scott
Andrew Lieu

Accounts/ Claims/
Discounts Refunds YOU
Judy Whitehead Vivienne Jeffery

Data Entry
Phil Torpey
Michelle Saunders
Cameron Tran

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Chapter 2

Mission Statement and core values

2.1 Mission Statement

Our Home Interiors is committed to helping our customers create beautiful

environments. Providing quality products, at the best prices. We employ highly skilled
people, with a passion for homewares, who are commitment to delivering high levels of
customer service.

2.2 Core values

Respect
Work to achieve cooperation and respect across all aspects of the organisation;
inclusive of all regardless of race, ethnicity, religion, gender, social background
and age.

Integrity
Work to ensure that integrity is at the backbone of organisation goals and
objectives, ensuring that employee and stakeholder privacy is upheld and
maintained.

Excellence
Work to achieve a standard of excellence in all aspects of the organisation,
including employee and stakeholder relations and service delivery.

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Chapter 3

Rights and responsiblities

Our Home Interiors 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.

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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.

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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
Our Home Interiors, 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.

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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:

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1 Main Street
Your address
Northside
NSW 5432
Kevin Smart
Manager
Our Home Interiors Supervisor + organisation details
10 Northern Drive
Northside 5432

Date 01/03/2015

Dear Kevin, Your supervisor’s name

I am writing to make a complaint about the behaviour of one of my
co-workers, Gina. I feel that she has been bullying me since I started working
here at Our Home Interiors.

The most recent times when I have felt bullied were:

Details
• 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 Gina about this informally, but Gina felt that I was
overreacting and that she was treating me normally.

I would like you to help me resolve this issue. If you explain the situation to
Gina, maybe she will agree that bullying in the workplace is not acceptable.

I look forward to hearing from you about this issue.

Regards, Sign off

Nadia Dovic Your name

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.

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Chapter 4

Stakeholder policy
Our Home Interiors 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 stakeholders

Our Home Interiors key stakeholders include:

• clients

• client representatives

• suppliers

• applicable government agencies that govern the retail sector.

4.2 Working with stakeholders

In seeking the views of key stakeholders, Our Home Interiors 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.

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Chapter 5

Appearance and grooming

At Our Home Interiors 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 Our Home Interiors 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 Our Home Interiors 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.

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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 Our Home Interiors staff must wear:

• a white shirt with the company logo

• black pants or black knee-length skirt.

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 Our Home Interiors 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

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

Piercings
Our Home Interiors 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 Our Home Interiors, every employee is expected to treat clients with respect,
upholding excellence as per our mission statement.

In Person
The recommended greeting at Our Home Interiors is:

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

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

Thank you for calling Our Home Interiors, this 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 procedure
Our Home Interiors employees should observe the following procedure when
documenting customer complaints.

An official Our Home Interiors 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.

Complaints involving external bodies e.g, ACCC, Legal authorities

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

Complaints that may result in a customer taking legal action, should in the first

instance be referred to your immediate/line manager for assessment e.g.

Customer Service Assistants would refer to their line manager Gina Milano, Sales

Manager.

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Chapter 8

Computer use
Our Home Interiors 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 Nadia

• 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 Our Home Interiors policies
and procedures.

It is a requirement of Our Home Interiors that you:

• use and understand symbols used in WHS signage

• follow the Our Home Interiors 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 report
A hazard report must be completed IMMEDIATELY, and as per Our Home Interiors
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 to
You 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:

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Hazard report form

Employee name:

Date:

Work area:

Supervisor of
work area:

Health and Safety

Representative:

PART A - Description of hazard

PART B - Risk assessment

PART C - Date and time hazard identified

PART D - Injuries

Page 1 of 1

What to report
All 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.

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9.3 Reporting a workplace incident

The responsibility of any Our Home Interiors 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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Incident report form

Date: 10/05
am
Date of incident: 10/05 Time of incident: 12:00 pm

Your Name: Leap student

Type of incident:

Property damage Injury Theft

Report of incident:

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.

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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 Our Home Interiors
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 Our Home Interiors 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 Our Home Interiors 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 Our Home Interiors
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 Our Home Interiors
procedures:

1. Contact your supervisor.

2. Dial 000.

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Chapter 11

Repairs, Refunds, Warranties,

Exchanges and Discounts

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
Our Home Interiors provides a full 12 month warranty on all goods sold in store.
Warranty period begins from the date of purchase.

11.2
Our Home Interiors 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 been damaged on purpose or through irresponsible use.

Note: Our Home Interiors do not offer repairs on electrical goods. When electrical
items stop working or break within warranty they should be refunded or
exchanged.

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Our Home Interiors is happy to offer customers a full refund on goods on goods
where:

• goods do not withstand 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 14 days of purchase. Just
keep in mind that 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.

Our Home Interiors is happy to offer customers an exchange on goods or a store

voucher (valid for 12 months) where:

• goods do not withstand 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.

*Note - When an item is faulty, a customer must return the item in order to receive

a refund. Customers are not able to keep faulty items and still receive a refund.

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.

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Our Home Interiors is not required to offer repairs, 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.

Delivery charge refunds:

• delivery charges are not refundable for changes of mind, e.g. if upon delivery a
customer decides they wish to return the item

• customers are entitled to a full refund on delivery charges when items delivered
are damaged, incorrect or are delivered later than the agreed delivery date.

Discounts
On rare occasions customers may be offered a discount at the manager’s
discretion.

Customer Service Assistants are not authorised to give out discounts however, are
able to offer customers a voucher for a complimentary tea or coffee at the in-store
cafe. These vouchers are limited to one per customer. These vouchers should only
be offered occasionally. Customer Service Assistants' use of these vouchers will be
monitored.

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Chapter 12

Style Guide

Introduction
At Our Home Interiors we like to make sure that our documents look professional.
To do this we have a set of rules for document design. All employees must follow
these rules.

Headings
All headings must be written in the font ‘Open Sans’. They must be written in
italics and with a font size of 30.

Subheadings
Subheadings must be written in the font ‘Open Sans’ and with a font size of 18.

Headers
All business documents (except for spreadsheets) must have the Our Home
Interiors logo in their header. The company logo can be found below:

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Paragraphs
Paragraphs must be aligned to left. This makes sure that our documents are clear
to read. All normal text must also be written in ‘Open Sans’. Use a font size of 12.

Language
Our documents must be easy-to-read. They should use words that all internal
staff can understand. For example, instead of buzzwords like ‘KPIs’ use
‘performance targets’ instead.

Paper type
All business documents should be printed on A4-size paper. Plain, recycled or
glossy paper are all suitable for these purposes.

Document examples
Please find examples of completed business documents on the next page.

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Thank You...
Dear Mr. Davids,

Thank you for your recent purchase with Our Home

Interiors.
As a customer-focused company we are very happy to
receive your business. Please let us know if there is anything
you might ever need from us. In the meantime I hope you’re
having a great day!

Kind Regards,

Gina Milano,
Sales Manager

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Chapter 13

Job description
Data entry operator

General purpose
To enter data from various source documents into the computer system for
storage, processing and data management purposes.

Main Job tasks and responsibilities

• prepare documents for data entry

• type at minimum rate of 40 Words Per Minute (WPM)

• check reference documents for accuracy

• obtain further information for incomplete documents

• update data and delete unnecessary files

• combine and rearrange data from source documents where required

• enter data from source documents into prescribed computer database,

files and forms

• type information into required electronic format

• check completed work for accuracy

• store completed documents in agreed locations

• maintain log books or records of activities and tasks

• print information when required

• maintain own office equipment and stationery supplies.

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