ZERO MEANS ZERO
EQUAL EMPLOYMENT OPPORTUNITY/ANTI-DISCRIMINATION AND HARASSMENT POLICY
EQUAL EMPLOYMENT OPPORTUNITY
Gap Inc. is an equal-opportunity employer and is committed to providing a workplace free
from harassment and discrimination. We are committed to recruiting, hiring, training and
promoting qualified people of all backgrounds, and make all employment decisions
without regard to race, ethnicity, color, age, sex, gender, gender identity or gender
expression, sexual orientation, religion, creed, marital status, pregnancy (including
childbirth or related medical conditions), national origin/ancestry, citizenship,
physical/mental disability, genetic information, medical condition, military status or any
other basis prohibited by law or Gap Inc. policy (“protected status”). This policy applies to
our directors, employees, applicants, customers, interns, volunteers and business partners
(including independent contractors, vendors, and suppliers).
ZERO MEANS ZERO: NO DISCRIMINATION OR HARASSMENT
We are committed to providing employees a workplace where they feel respected and
appreciated. We have zero tolerance for discrimination, harassment, or retaliation.
Any employee who violates this policy will be subject to discipline up to and including
termination.
All employment decisions, including but not limited to hiring, training, advancement,
compensation, scheduling, discipline and termination, are to be made without regard to
race, ethnicity, color, age, sex, gender, gender identity, gender expression, sexual
orientation, religion, creed, marital status, pregnancy (including childbirth or related
medical conditions), national origin/ancestry, citizenship, physical/mental disability,
genetic information, medical condition, veteran status, military status, or any other basis
prohibited by law or Gap Inc. policy (“protected status”). This policy applies to our
directors, employees, applicants, customers, interns, volunteers and business partners
(including independent contractors, vendors, and suppliers).
Harassment is unwelcome conduct that creates an intimidating, hostile or offensive
environment based on a protected status. Any such unwanted and/or unwelcome
behavior— whether it is physical, verbal, in person, written, or through email, text
messages, social media, or other means —is prohibited. Examples include but are not
limited to: use of epithets, slurs or derogatory terms, insults, jokes, offensive remarks,
teasing and other verbal, non-verbal, graphic, electronic, or physical conduct.
In addition to the above, "sexual harassment" can include:
• Unwanted sexual advances or propositions;
• Offering employment benefits in exchange for sexual favors;
• Making or threatening reprisals after a negative response to sexual advances;
• Visual conduct: Leering, making sexual gestures, displaying of sexually suggestive
objects or pictures, cartoons or posters, electronic display or dissemination of such
material;
• Verbal conduct: Making or using derogatory comments, epithets, slurs, and jokes;
• Verbal abuse of a sexual nature, graphic verbal commentaries about a person's body,
sexually degrading words used to describe a person, suggestive or obscene letters, notes
or invitations; and
• Physical conduct: Touching, assault, impeding or blocking movements.
HOW TO REPORT A CONCERN
We can’t help resolve a discrimination or harassment problem unless we know about it. It
is everyone’s responsibility to share their concerns so the appropriate steps can be taken to
resolve the issue. If you feel you have been subject to discrimination or harassment or
you’ve seen it in the workplace, please report it promptly to your manager, Human
Resources, or the Code Hotline 1-866-Gap Code (1-866-427-2633). Every complaint will
be fairly, promptly and thoroughly investigated. A reported concern will be kept
confidential to the extent possible, and disclosure of information will be limited to persons
only on a “need to know” basis.
All employees are expected to fully cooperate with investigations related to Zero Means
Zero Policy violations. Failure to cooperate may result in discipline, including termination.
If any employee is found to have violated the Zero Means Zero Policy, we will take
appropriate corrective action, which may include termination. We will also let the
individual who raised the complaint know that action has been taken.
All managers who receive a complaint or information about sexual harassment, observe
what may be sexually harassing behavior, or for any reason suspect that sexual harassment
is occurring, are required to report such suspected sexual harassment to their manager or
Human Resources. In addition to being subject to discipline if they engaged in sexually
harassing conduct themselves, managers may be subject to discipline for failing to report
sexual harassment or otherwise knowingly allowing behaviors that violate this Zero Means
Zero Policy to continue.
CONFIDENTIAL & PROPRIETARY - DO NOT REMOVE FROM GAP INC. LOCATIONS
Revised 5/2019
ZERO TOLERANCE FOR RETALIATION
We do not tolerate retaliation against any employee who reports in good faith a suspected
violation of the COBC or law, or who participates in any investigation of a suspected
violation; and managers are prohibited from taking an adverse employment action against an
employee for raising a COBC or legal concern. Prohibited retaliation includes, but is not
limited to, demotion, pay decrease, termination, reassignment or failure to promote. If you
feel you have been subject to retaliation or you’ve seen it in the workplace, please report it
promptly to your manager, Human Resources, or the Code Hotline 1-866-Gap Code (1-866-
427-2633). Every complaint will be fairly, promptly and thoroughly investigated and we will
take appropriate action, up to and including termination, to prevent violations of this policy.
INDIVIDUALS WITH DISABILITIES
Gap Inc. is committed to providing equal employment opportunity to individuals with
physical or mental disabilities. In order to ensure full access to the workplace for qualified
individuals with disabilities, we provide reasonable accommodation to any qualified person
with a disability to permit that person to perform his or her job. If you believe you need
accommodation in order to perform your job due to a disability, please contact your Human
Resources Representative.
IN THE STORE
Gap Inc. expects its employees to be professional with all customers. Here are some important
guidelines for ensuring that all customers get the respect, courtesy and service they deserve.
ON THE SALESFLOOR: FOCUS ON THE CUSTOMER
• Acknowledge every customer. Offer service and let customers know you’re available to
assist them.
• Never forget that customers are your number-one priority.
• Service multiple customers in your area by communicating with each customer.
IN THE FITTING ROOMS: OFFER CONSISTENT SERVICE TO EVERY
CUSTOMER
• If your store counts items as customers enter and exit the fitting room, make sure you
remain consistent and count for every customer.
• Don’t take customers’ bags as they enter the fitting rooms. No exceptions.
• Follow up with every customer in the fitting rooms to make sure they are finding what
they need.
AT THE REGISTER: EFFICIENCY AND COURTESY ARE ESSENTIAL
• Acknowledge all customers waiting in line. Inform them you will be with them as soon as
possible and thank them for waiting.
• Inform customers about where to form a line and always service the next customer in line.
• Give the customer your full attention as they check out. This includes eye contact and a
smile. The customer in front of you takes priority over tasks and over the customer on the
phone.
• Do not rush the customer through the transaction. Customers should feel comfortable
asking questions.
• If there are customers waiting, do not leave the register unattended without an explanation.
If it’s time for your break or the end of your shift, wait until your replacement is present.
• Don’t discuss store (or personal) business with other employees while customers are
waiting in line or checking out.
• Don’t hold customers’ belongings in the register area.
• If you’re not zoned or assisting customers at the register, you shouldn’t be there.
• Follow all register procedures consistently with all customers. Make no exceptions.
STORE POLICIES AND PROCEDURES: CONSISTENCY IS CRITICAL
• Be informed about Gap Inc. policies so you are able to answer customer questions. If you
don’t know the policies, find the appropriate answers. Uphold all policies consistently and
courteously.
• Customers making a return must receive the same level of service as when they made the
original purchase.
• Don’t try to determine if any item was stolen at the time of return.
• All customer complaints of discrimination must be directed to your Customer Relations
department.
Gap (800) GAP-STYLE (427-7895)
Old Navy (800) OLD-NAVY (653-6289)
Banana Republic (888) BR-STYLE (277-8953)
Athleta (877) 328-4538
Intermix 855-4IMIX-HELP (855-446-4943)
If you witness discrimination against a customer or have questions about customer
discrimination, see your manager or call your Customer Relations department.