Retail Handbook

8/13/2019 Retail Handbook

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A GUIDE TO:

PERSONNEL POLICIESOPERATING PROCEDURESSTORE ADMINISTRATION

ROYAL MATTRESS RETAIL DIVISION

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THIS SHEET IS TO BE SIGNED, and DATED TO CONFIRM READING OF OUR GUIDE TOPOLICIES AND PROCEDURES.

I have read and under !and !he R"#a$ Ma!!re Re!a%$ E&'$"#ee hand("") and a*ree !"+"$$" %! *u%de$%ne and 'r"-edure !" !he (e ! "+ a(%$%!#.

S%*na!ure Da!e

S%*na!ure Da!e

S%*na!ure Da!e

S%*na!ure Da!e

S%*na!ure Da!e

S%*na!ure Da!e

S%*na!ure Da!e

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SECTION 1: EMPLOYEE POLICIES

MISSION STATEMENT

The 'h%$" "'h# "+ R"#a$ Ma!!re ha a$ a# (een !" "++er !he h%*he ! 0ua$%!# $ee' 'r"du-! a! !he $" e ! '" %($e 'r%-e (a-)ed u' %!h e -e'!%"na$ -u !"&er erv%-e. I! %%!h !h% %n!en!%"n e +"r&u$a!e "ur &% %"n !a!e&en!

T" 'r"&"!e and env%r"n&en! "+ Re 'e-!, Car%n* and Tru ! %n "rder !" e -e$ %n "urre$a!%"n h%' %!h "ur -u !"&er , "ur -"&&un%!# and ea-h "!her. 3e !r%ve !"-"n!%nu"u $# %&'r"ve "ur a(%$%!# !" erve a$$ !h" e h"& e -an rea-h !hr"u*h !he 0ua$%!#&anu+a-!ur%n* and re!a%$%n* "+ "ur 'r"du-! .

CORE VALUES

The C"re 4a$ue are !he e en!%a$ and endur%n* (e$%e+ "+ "ur !ea& 5 !he# are !he *u%d%n* 'r%n-%'$e

CONTINUOUS IMPROVEMENT3e &a)e ever# e++"r! !" rea-h "ur +u$$ '"!en!%a$ a a -"&'an# and a %nd%v%dua$ . B#u %n* (e ! 'ra-!%-e !e-hn%0ue and !r%v%n* +"r e -e$$en-e, e -"n!%nua$$# en ure !he &" !e++%-%en! and e++e-!%ve 'r"-e e are %n '$a-e.

CUSTOMER FOCUSOur +"-u %nv"$ve -u$!%va!%n* a -u !"&er -"n -%"u ne , !a)%n* re '"n %(%$%!# +"r en ur%n*-u !"&er a!% +a-!%"n and enhan-%n* !he 0ua$%!# "+ a -u !"&er6 e 'er%en-e (# &ee!%n*!he%r need !hr"u*h +r%end$#, )n" $ed*ea($e and e++%-%en! erv%-e.

HONEST, INTEGRITY, RESPECT3e an! !" -rea!e a -u$!ure !ha! +" !er h"ne !, re$%a($e, !ru ! "r!h# e&'$"#ee h"e er-% e 'er "na$ a--"un!a(%$%!# and de&"n !ra!e *enu%ne -"n-ern and re 'e-! +"r "!her .

TEAMWORK 3e "r) -"$$a("ra!%ve$# %!h "!her !" a-h%eve -"&&"n *"a$ , !" (e 'ar! "+ a !ea& and"r) !"*e!her, 'r"v%d%n* %n+"r&a!%"n and e -han*e "+ %dea %n a a# !ha! 'r"&"!e "'en -"&&un%-a!%"n

and under !and%n*.

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EQUAL OPPORTUNITY

R"#a$ Ma!!re '"$%-# and %n!en! % !" 'r"v%de e0ua$ e&'$"#&en! "''"r!un%!# +"r a$$ 'er "n re*ard$e "+ ra-e, -"$"ur, re$%*%"n, na!%"na$ "r%*%n, &ar%!a$ !a!u , '"$%!%-a$a++%$%a!%"n, a++e-!%"na!e "r%en!a!%"n "r *ender %den!%!#, d% a(%$%!#, e "r a*e.

R"#a$ Ma!!re %n!end !" a-! %!h +a%rne %n %! e&'$"#&en! 'ra-!%-e . E0ua$e&'$"#&en! "''"r!un%!# a''$%e !" a$$ a 'e-! "+ e&'$"#&en! 'ra-!%-e %n-$ud%n*, (u! n"!$%&%!ed !", re-ru%!%n*, h%r%n*, '$a-e&en!, 'r"&"!%"n, de&"!%"n, !ran +er, !ra%n%n*,-"&'en a!%"n, (ene+%! , $a#"++, re-a$$ and !er&%na!%"n.

RECRUITMENT PROCEDURES

R"#a$ Ma!!re %n!end !" re-ru%!, h%re and '$a-e a''$%-an! "n !he (a % "+ !he a''$%-an!6re$evan! )n" $ed*e, )%$$ and a(%$%!%e . The de-% %"n !" e&'$"# an a''$%-an! %$$ (e (a ed"$e$# "n !he %nd%v%dua$6 0ua$%+%-a!%"n +"r !he 'ar!%-u$ar '" %!%"n a$"n* %!h "!her re0u% %!e&a*n%!ude "+ !he "r) a %*n&en! and !he +u$$ -"'e "+ re '"n %(%$%!# +"r !he '" %!%"n %$$

(e +u$$# d% -u ed a! !he !%&e "+ re-ru%!&en!.

NEW EMPLOYEES

Ne e&'$"#ee u'"n -"n+%r&a!%"n "+ 8"( '$a-e&en! %$$ re-e%ve a 'a-)a*e +r"& "ur 'a#r"$$ de'ar!&en! !ha! %n-$ude %n+"r&a!%"n +"r& ne-e ar# +"r !he 'r"-e %n* "+ 'a#r"$$.Th% %n+"r&a!%"n &u ! (e -"&'$e!ed and re!urned !" "ur 'a#r"$$ "++%-e %!h%ntwenty !"#$ h"ur "+ h%r%n* a ne e&'$"#ee %n "rder !" (e %n-$uded %n !he ne ! a''$%-a($e 'a# run.

R"#a$ Ma!!re (e$%eve %n hav%n* an 9"'en d""r: '"$%-# +"r %! e&'$"#ee and&ana*e&en!. ;"ur %&&ed%a!e u'erv% "r % re '"n %($e +"r 'r"'er !ra%n%n* and%n !ru-!%"n %!h re*ard !" R"#a$ Ma!!re '"$%-%e and 'r"-edure . I+ #"u have 0ue !%"n

"r -"n-ern #"ur u'erv% "r % una($e !" a!% +# #"u are %nv%!ed !" 're en! !he& !" !he Sa$eMana*er.

HIRING AND COMPENSATION

A 'er "n e&'$"#ed (# R"#a$ Ma!!re %$$ re-e%ve a $e!!er a! !he !%&e "+ h%re de!a%$%n* !hea$ar#


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WORK SCHEDULE % HOURS OF WORK

Mana*e&en! and +u$$ !%&e a$e e&'$"#ee %$$ +"$$" a -hedu$e a de+%ned (# !he Sa$eMana*er. Tha! -hedu$e %$$ -"&'$# %!h !he +"$$" %n* *u%de$%ne and %$$ (e $a%d "u! %n

u-h a &anner a !" ade0ua!e$# !a++ !he !"re %n a e++%-%en! a a# a '" %($e %!h"u!%&'a-!%n* "n "ur a(%$%!# !" (e ! erve "ur -u !"&er .

GUILDELINES

I+ !he e&'$"#ee6 -hedu$e %n-$ude ! " da# "r $e "+ "r)%n* !%$$ @PM !he !"!a$nu&(er "+ h"ur !" (e "r)ed !ha! ee) ha$$ (e 7?.? h"ur .

I+ !he e&'$"#ee6 -hedu$e %n-$ude &"re !han ! " da# "+ "r)%n* !%$$ @PM !he !"!a$nu&(er "+ h"ur !" (e "r)ed !ha! ee) ha$$ (e 77 h"ur .

I+ !he e&'$"#ee6 -hedu$e %n-$ude "r)%n* "n a Sunda# /.? h"ur &a# (e dedu-!ed+r"& !he !"!a$ nu&(er "+ h"ur !" (e "r)ed !ha! ee).

Ea-h e&'$"#ee6 -hedu$e ha$$ %n-$ude a &%n%&u& "+ "ne "r)da# a ee), h%-h-"&&en-e +r"& !he !%&e !he !"re, "'en and -"n-$ude a! @PM.

Ea-h e&'$"#ee6 -hedu$e ha$$ %n-$ude +%ve "r)%n* da# 'er ee) and a &%n%&u& "+ h"ur 'er "r)%n* da# un$e !he !"re h"ur +"r !ha! da# are $e !han .

The e are !" (e -"n %dered &%n%&u& *u%de$%ne "n$#. A a$ a# , !h" e %n '" %!%"n "+&ana*e&en! are e 'e-!ed !" (e 're en! "ver and a("ve !he e *u%de$%ne hen ade0ua!e!a++%n* % unava%$a($e.

An# re0ue ! +"r -han*e !" !he -hedu$e 't (e u(&%!!ed %n r%!%n* and't (ea''r"ved (# #"ur %&&ed%a!e u'erv% "r. The u'erv% "r %$$ -"n %der !he need "+ !he

(u %ne a e$$ a !he e&'$"#ee6 rea "n %n de!er&%n%n* he!her "r n"! !" *ran! a re0ue !+"r a -han*e %n -hedu$e.

The Sa$e Mana*er 't a''r"ve "ver!%&e +"r 'ar! !%&e e&'$"#ee 6

APPEARANCE

Sa$e 'e"'$e are re0u%red !" dre %n a &anner " a !" re+$e-! !" !he 'u($%- !he (u %ne $%)e, 'r"+e %"na$, -"n erva!%ve -"r'"ra!e %&a*e R"#a$ Ma!!re % he !" -"nve#.

F"r *en!$e&en !h% &ean -$ean> haven, a -"$$ared h%r!, dre 'an! and dre e h"e . F"r$ad%e !h% &ean an# (u %ne >$%)e6 -"&(%na!%"n "+ $a-) , )%r! , ea!er , ($"u e , e!-.I+ #"u are un ure ha! % a--e'!a($e a ) #"u !"re &ana*er.


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HOLIDAY SCHEDULE

E&'$"#ee are en!%!$ed !" e%*h! 'u($%- h"$%da# %!h 'a#

Ne ;ear6 Da# Fa&%$# Da# G""d Fr%da# 4%-!"r%a Da# Canada Da# La("ur Da# Than) *%v%n* Da# Chr% !&a Da# B" %n* Da#

An e&'$"#ee d"e n"! 0ua$%+# +"r a 'a%d h"$%da# %+ !he e&'$"#ee

D"e n"! "r) h% "r her -hedu$ed re*u$ar da# "+ "r) 're-ed%n* and +"$$" %n* !heh"$%da#

Hav%n* a*reed !" "r) "n a 'u($%- h"$%da#, d"e n"! re'"r! +"r and 'er+"r& !he "r)%!h"u! rea "na($e -au e

PART TIME

Par!>!%&e e&'$"#ee %$$ (e 'a%d !he%r re*u$ar ra!e "+ 'a# %n a--"rdan-e %!h !heE&'$"#&en! S!andard A-! "+ On!ar%". I! % !he re '"n %(%$%!# "+ Mana*e&en! !" -hedu$e!he e e&'$"#ee !" n" &"re !ha! 12 ! e$ve h"ur %n an# "r)da# and n" &"re !han 77+"r!#>+"ur h"ur %n an# "r) ee). Sh"u$d an e&er*en-# ar% e, h%-h re0u%re adev%a!%"n !" !h% '"$%-#, !he Sa$e Mana*er &u ! (e n"!%+%ed %n advan-e.

FULL TIME

Fu$$>!%&e e&'$"#ee %$$ (e -"&'en a!ed +"r a$$ au!h"r%=ed h"ur "r)ed a("ve !he%rre*u$ar$# -hedu$ed "r) ee) %n L%eu T%&e, h%-h &a# (e re0ue !ed (# !he e&'$"#ee.Su-h a re0ue ! %$$ n"! (e unrea "na($e den%ed, h" ever, a''r"va$ %$$ (e u(8e-! !" !heneed "+ !he "'era!%"n. The !%&e &u ! (e !a)en %!h%n % &"n!h "+ %! hav%n* (een earned.The e&'$"#ee %$$ have / !hree &"n!h dur%n* h%-h !" re0ue ! and arran*e !he !%&e "++a+!er h%-h !he -"&'an# S!"re Mana*er %$$ -hedu$e !he !%&e "++ a! %! d% -re!%"n.

QUALIFYING PROVISIONS

T" 0ua$%+# +"r S!a!u!"r# H"$%da# 'a#, !he 'ar! !%&e e&'$"#ee &u ! have "r)ed !he%rre*u$ar$# -hedu$ed h%+! 'r%"r !" !he h"$%da# n"! ne-e ar%$# !he da# (e+"re !he h"$%da# .A$ ", !he# &u ! "r) !he%r re*u$ar$# -hedu$ed h%+! a+!er !he h"$%da# a*a%n, n"!ne-e ar%$# !he da# a+!er !he h"$%da# . B"!h -"nd%!%"n &u ! (e &e! !" (e e$%*%($e +"r


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S!a!u!"r# H"$%da# 'a#. The e&'$"#ee ha n" en!%!$e&en! !" S!a!u!"r# H"$%da# 'a# %+ he "rhe +a%$ , %!h"u! rea "na($e -au e, !" "r) a$$ "+ h% "r her $a ! re*u$ar$# -hedu$ed da# "+"r) (e+"re !he 'u($%- h"$%da# "r a$$ "+ h% "r her +%r ! re*u$ar$# -hedu$ed da# "+ "r)a+!er !he 'u($%- h"$%da#.

F"$ e()&*+e:Than) *%v%n* a M"nda# O-!"(er , 2 1.

. S&%!h % -hedu$ed !" "r) "n Thur da# O-!"(er 7. He -"&'$e!e !ha! h%+!.Tha! % !he $a ! da# he % -hedu$ed !" "r) !ha! ee). . S&%!h !hen "r) "n Fr%da#O-!"(er 12, h%-h % h% +%r ! -hedu$ed h%+! a+!er Than) *%v%n*. He %$$ 0ua$%+# +"rS!a!u!"r# H"$%da# 'a# +"r O-!"(er .

S. "ne % -hedu$ed !" "r) O-!"(er ?, (u! -a$$ %n !" a# he d"e n"! an! !" "r) !ha!da#. He d"e n"! "r) an#&"re !ha! ee). S. "ne !hen "r) "n 3edne da# O-!"(er1 , h%-h % h% +%r ! -hedu$ed h%+! a+!er Than) *%v%n*. He %$$ n"! 0ua$%+# +"r S!a!u!"r#H"$%da# 'a# (e-au e he d%d n"! "r) h% $a ! -hedu$ed h%+! (e+"re !he h"$%da#.

CALCULATION OF PAY

S!a!u!"r# H"$%da# 'a# % -a$-u$a!ed u %n* !he +"$$" %n* +"r&u$a

H"ur "r)ed %n a +"ur ee) 'er%"d d%v%ded (# 2 .

VACATION LEAVE

E -e'! here "!her % e arran!ed, re*u$ar e&'$"#ee %$$ a--rue va-a!%"n !%&e (a ed "n!he nu&(er "+ #ear "+ e&'$"#&en! %!h !he -"&'an#.

Ever# e&'$"#ee ha$$ u'"n !he -"&'$e!%"n "+ "ne #ear "+ e&'$"#&en! and +"r ever# +u$$#ear !herea+!er (e en!%!$ed !" and ha$$ !a)e ! " ee) 'a%d va-a!%"n. 4a-a!%"n &a# (e!a)en a "ne ! "> ee) 'er%"d "r ! " "ne> ee) 'er%"d . I+ !he e&'$"#ee % he !" !a)e!he%r va-a!%"n %n 'er%"d "+ !%&e "+ $e !han "ne ee), !he# &a# d" " u'"n r%!!enre0ue ! and a''r"va$ +r"& !he%r u'erv% "r.

U'"n !he -"&'$e!%"n "+ !en #ear "+ e&'$"#&en! ever# e&'$"#ee ha$$ (e en!%!$ed !" a!h%rd ee) "+ 'a%d va-a!%"n. Th% add%!%"na$ ee) &a# (e !a)en a "ne +u$$ ee) "++ "r&a# (e '$%! u' %n!" &a$$er e*&en! a $"n* a !he &a$$er e*&en! d" n"! du'$%-a!e !hea&e da# "+ !he ee) "n &u$!%'$e "--a %"n #"u &a# n"! !a)e "++ +%ve M"nda# "r +%veSa!urda# !" &a)e u' !he !h%rd ee) .

U'"n !he -"&'$e!%"n "+ ! en!# #ear "+ e&'$"#&en! ever# e&'$"#ee ha$$ (e en!%!$ed !" a+"ur!h ee) "+ 'a%d va-a!%"n +"$$" %n* !he a&e -"nd%!%"n a !he !h%rd ee).

The e&'$"#ee6 u'erv% "r 't a''r"ve va-a!%"n $eave. The e&'$"#ee h"u$d re0ue !annua$ $eave a ear$# a '" %($e +"ur ee) %n advan-e % !he &%n%&u& re0u%red n"!%-e.I+ !he re0ue !ed $eave % +"r +%ve da# "r &"re, !he e&'$"#ee6 re0ue ! and u'erv% "r6a''r"va$ 't (e %n r%!%n*.


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R"#a$ Ma!!re en-"ura*e ea-h e&'$"#ee !" u!%$%=e a$$"!!ed annua$ $eave dur%n* ea-h #ear.A$$ "!her a--rued annua$ $eave %$$ (e +"r+e%!ed a "+ De-e&(er /1 ea-h #ear.

The +"r&u$a +"r -a$-u$a!%n* va-a!%"n 'a# %

2J K ee) "+ earned va-a!%"n K *r" 'a#

;"ur 'a# !u( %nd%-a!e !he -urren! (a$an-e %n #"ur va-a!%"n a--"un!. Y"# 't $e #e'ty"#$ -).)t/"n *)y /n w$/t/n0, "ne wee /n )2-)n.e . 3h%$e !he &"ne# %n #"ur va-a!%"na--"un! $a +u$$# (e$"n* !" #"u, R"#a$ Ma!!re '"$%-# d% -"ura*e re$ea e "+ va-a!%"n 'a#un$e #"u a-!ua$$# !a)e #"ur va-a!%"n. I+ -%r-u& !an-e are u-h !ha! #"u &u ! havea--e !" !he e +und dur%n* a n"n>va-a!%"n 'er%"d, "ur 'a#r"$$ "++%-e &u ! re-e%ve ar%!!en re0ue ! "n "r (e+"re !he Fr%da# PRIOR !" !he 'a# ee) %n h%-h #"u % h !"re-e%ve !he &"ne#. Bear %n &%nd re-e%'! "+ &"n%e &a# !a)e u' !" 1 da# .

In !he even! !here % a (a$an-e %n #"ur va-a!%"n a--"un! a! a '"%n! %n !%&e hen #"u $eavee&'$"#&en! %!h R"#a$ Ma!!re , #"u %$$ re-e%ve !he e &"n%e "n #"ur +%na$ 'a# -he0ue.

PERSONAL LEAVE

E&'$"#ee +a-ed %!h an ur*en! 'er "na$ &a!!er !ha! -ann"! (e hand$ed a+!er "r)%n*h"ur h"u$d "(!a%n 'er&% %"n %n advan-e +r"& !he%r u'erv% "r +"r !%&e "++. E&'$"#eeare re0u%red !" -hedu$e 'er "na$ a''"%n!&en! "u! %de "+ "r)%n* h"ur henever

'" %($e.

Ea-h R"#a$ Ma!!re e&'$"#ee h"u$d n"!%+# !he%r u'erv% "r ea-h da# !he e&'$"#ee %$$ (e a( en! +r"& "r) due !" %$$ne "r, %+ !he dura!%"n "+ !he a( en-e -an (e 'red%-!ed %n

advan-e, a! !he (e*%nn%n* "+ !he a( en-e.

SICK LEAVE

N"n>'r"(a!%"nar# +u$$ !%&e e&'$"#ee are en!%!$ed !" "ne 'a%d %-) da# %!h D"-!"r6-er!%+%-a!e %+ re0ue !ed +"r ever# +u$$ #ear "+ e&'$"#&en! -"&'$e!ed, u' !" a &a %&u& "+% %-) da# 'er -a$endar #ear. S%-) da# &a# (e a--u&u$a!ed +r"& #ear !" #ear u' !" a&a %&u& "+ e%*h! da# .

F"r -"&&% %"ned a$e 'e"'$e, dedu-!%"n +"r da# "++ a+!er %-) da# have e$a' ed %$$ (e (a ed u'"n 1


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LEAVES OF A3SENCE

A $eave "+ a( en-e % !%&e "++ !he 8"( !ha! % "u! %de !he de+%n%!%"n and !%&e 'er%"d "+h"$%da# , annua$, 'er "na$ "r -"&'en a!"r# $eave '"$%-%e .

3EREVEMENT LEAVE "+ a( en-e % en!%!$ed !" n"n>'r"(a!%"nar# e&'$"#ee h" u++er a

$" %n !he%r %&&ed%a!e +a&%$#. The e&'$"#ee %$$ (e *ran!ed !hree da# 6 $eave "+ a( en-e%!h 'a# 'r"v%ded u-h da# +a$$ "n "r (e+"re !he da# "+ dea!h and !he da# a+!er !he +unera$"n re*u$ar$# -hedu$ed "r)%n* da# "+ !he e&'$"#ee. 9I&&ed%a!e +a&%$#: &ean !hee&'$"#ee6 +a!her, &"!her, '"u e, -h%$d, (r"!h "r % !er.

TEMPORARY LEAVE "+ a( en-e +"r "ne &"n!h "r $e &a# (e *ran!ed !" an e&'$"#ee %n-a e here a h"r! 'er%"d "+ !%&e a a# +r"& !he 8"( "u$d (e %n !he (e ! %n!ere ! "+ !hee&'$"#ee and !he -"&'an#. N" -"&'en a!%"n % ava%$a($e dur%n* a !e&'"rar# $eave.

COURT LEAVE %$$ (e *ran!ed !" an e&'$"#ee h" erve "n 8ur# du!# "r h" %u('"enaed (# -"ur! !" erve a a %!ne . An e&'$"#ee &u ! 're en! a -"ur! n"!%-e !" her

u'erv% "r %n advan-e !" (e e -u ed.

PERFORMANCE REVIEWS

Ea-h 'er+"r&an-e rev%e h"u$d (e '" %!%ve and %n!era-!%ve 'r"-e here(# ("!hu'erv% "r and !he %nd%v%dua$ (e%n* rev%e ed -an $earn +r"& "ne an"!her.

The u'erv% "r %$$ "r) %!h !he e&'$"#ee and, a a''r"'r%a!e, "!her !a++ !" deve$"' 'er+"r&an-e e 'e-!a!%"n +"r ea-h !a++ &e&(er and &a)e ure !he e e 'e-!a!%"n are-"&&un%-a!ed !" !he e&'$"#ee. The "(8e-!%ve "+ a 'er+"r&an-e rev%e are

1 !" de!er&%ne !he e&'$"#ee6 e$%*%(%$%!# +"r a -han*e %n du!%e , !a!u "r 'a#

2 !" 'r"v%de !he (a % +"r de!er&%n%n* 8"( !ra%n%n* need

/ !" *%ve e&'$"#ee an eva$ua!%"n "+ !he%r 'er+"r&an-e and a % ! !he& %n %&'r"v%n*!he%r 'er+"r&an-e and

7 !" %n+"r& u'erv% "r "+ an# 0ue !%"n "r -"n-ern an e&'$"#ee &a# have a("u!!he%r "r).

Ea-h !a++ &e&(er %$$ have a 'er+"r&an-e rev%e % &"n!h a+!er -"&&en-%n*e&'$"#&en! a! R"#a$ Ma!!re and a! $ea ! "n-e a #ear !herea+!er. The 'er+"r&an-e rev%e%$$ %nv"$ve ("!h a &ee!%n* and a r%!!en u&&ar# "+ !he u'erv% "r6 eva$ua!%"n "+ !hee&'$"#ee6 'er+"r&an-e.

The e&'$"#ee6 %*na!ure "n !he r%!!en u&&ar# %$$ %nd%-a!e !ha! %! a 're en!ed !" !hee&'$"#ee. Ea-h e&'$"#ee &a# &a)e -"&&en! a("u! !he a''ra% a$ u-h -"&&en! %$$

(e %n-$uded %n !he e&'$"#ee6 'er "nne$ +%$e a$"n* %!h !he r%!!en u&&ar#.

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PERSONNEL FILES

R"#a$ Ma!!re %$$ &a%n!a%n 'er "nne$ +%$e +"r ever# e&'$"#ee. E&'$"#ee &a# re0ue !!" rev%e !he%r 'er "nne$ +%$e (u# &a# n"! re&"ve an# d"-u&en! . D"-u&en! "rre+eren-e *%ven !" !he "r*an%=a!%"n %n -"n+%den-e %!h !he under !and%n* !ha! !hee&'$"#ee %$$ n"! ee !he& h"u$d n"! (e &a%n!a%ned %n !he 'er "nne$ +%$e.

The -"&'an# &a%n!a%n 'er "nne$ re-"rd v%!a$ !" #"u a an e&'$"#ee. I+ %n+"r&a!%"n %n#"ur re-"rd % n"! -"rre-!, 'r"($e& -"u$d ar% e -"n-ern%n* #"ur !a e , #"ur e&'$"#ee

(ene+%! "r "!her %&'"r!an! &a!!er .

;"u h"u$d (e ure #"ur re-"rd are a$ a# )e'! u' !" da!e. P$ea e )ee' #"ur u'erv% "rand !he Pa#r"$$ De'ar!&en! %n+"r&ed "+ an# -han*e %n #"ur h"&e addre , !e$e'h"nenu&(er, &ar!%a$ !a!u , $%+e %n uran-e (ene+%-%ar%e , nu&(er "+ de'enden! e!-.

In+"r&a!%"n %n #"ur 'er "nne$ re-"rd % -"n %dered (# R"#a$ Ma!!re !" (e 'r%va!e and-"n+%den!%a$ and %$$ n"! (e re$ea ed !" an#"ne (u! #"ur e$+ %!h"u! #"ur r%!!en

'er&% %"n un$e re0u%red (# $a . A--e !" !he e re-"rd % re !r%-!ed !" !h" e "r)%n*

%n "ur 'a#r"$$ de'ar!&en! and en%"r &ana*e&en!.

In+"r&a!%"n %n #"ur 'er "nne$ re-"rd % -"n %dered (# R"#a$ Ma!!re !" (e 'r%va!e and-"n+%den!%a$ and %$$ n"! (e re$ea ed !" an#"ne (u! #"ur e$+ %!h"u! #"ur r%!!en

'er&% %"n un$e re0u%red (# $a . A--e !" !he e re-"rd % re !r%-!ed !" !h" e "r)%n*%n "ur 'a#r"$$ de'ar!&en! and en%"r &ana*e&en!.

Dur%n* n"r&a$ (u %ne !%&e R"#a$ Ma!!re au!"&a!%-a$$# rev%e h"ur$# 'a%d and +u$$a$ar# 'a%d e&'$"#ee %n !he &"n!h "+ Ma#. E&'$"#ee earn%n* a -"&&% %"n "r a

-"&(%na!%"n "+ a$ar# and -"&&% %"n d" n"! re-e%ve annua$ 'a# rev%e a %! % e 'e-!ed!he%r %n-"&e %$$ %n-rea e a a$e %n-rea e "r a !he# &"ve %n!" h%*her v"$u&e a$e

'" %!%"n %!h%n !he -"&'an#.

SE4UAL HARASSMENT POLICY

R"#a$ Ma!!re % -"&&%!!ed !" &a%n!a%n%n* a "r)'$a-e +ree "+ hara &en! "+ an# )%ndand +r"& an# "ur-e, he!her &ana*e&en!, -"> "r)er "r v% %!"r , h%$e !rea!%n* a$$-"&'$a%n! +a%r$# and evenhanded$# %n "rder !" 'reven! +r%v"$"u "r &a$%-%"u a--u a!%"n .Th% '"$%-# a''$%e !" a$$ "r) %!ua!%"n and "r)>re$a!ed "-%a$ even! . The '"$%-#a''$%e !" a$$ 'ha e "+ e&'$"#&en!, %n-$ud%n* re-ru%!%n*, !e !%n*, h%r%n*, u'*rad%n*,

'r"&"!%"n "r de&"!%"n, !ran +er, $a#"++, !er&%na!%"n, ra!e "+ 'a#, (ene+%! , e$e-!%"n "+!ra%n%n* and !rave$.

A$$ e&'$"#ee &u ! +a&%$%ar%=e !he& e$ve %!h R"#a$ Ma!!re 6 '"$%-# "n e ua$hara &en!. B# de+%n%!%"n, e ua$ hara &en! % an# un an!ed a!!en!%"n "r a-!%"n "+ ae ua$ na!ure (# "&e"ne %n !he "r) '$a-e !ha! -rea!e an %n!%&%da!%n*, h" !%$e "r

"++en %ve "r) env%r"n&en!. I! %$$ a$ " (e -"n %dered e ua$ hara &en! !" hara ane&'$"#ee (e-au e "+ !ha! e&'$"#ee6 *ender, even %+ !he hara &en! % n"n> e ua$.

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12/49

Pr"h%(%!ed (ehav%"r %n-$ude (u! % n"! $%&%!ed !" un "$%-%!ed and un e$-"&e -"n!a-! !ha!ha e ua$ "ver!"ne . E a&'$e are

3r%!!en -"n!a-!, u-h a e ua$$# u**e !%ve "r "( -ene $e!!er , n"!e , %nv%!a!%"n "r9ar!:

4er(a$ -"n!a-!, u-h a e ua$$# u**e !%ve and


13/49

WHAT DOES 5SE4UAL HARASSMENT6 MEAN7

9Se ua$ hara &en!: &ean !ha! "&e"ne % ("!her%n* #"u (# a#%n* "r d"%n* un an!ed "run e$-"&e !h%n* "+ a e ua$ "r *ender>re$a!ed na!ure. F"r e a&'$e, "&e"ne h" &a)eun e$-"&e e ua$ "r *ender>re$a!ed re&ar) and *e !ure (#

!"u-h%n* #"u %na''r"'r%a!e$# &a)%n* "++en %ve 8")e "r re&ar) a("u! "&en "r &en &a)%n* e ua$ re0ue ! "r u**e !%"n !ar%n* a! "r &a)%n* un e$-"&e -"&&en! a("u! #"ur ("d# d% '$a#%n* e ua$$# "++en %ve '%-!ure (e%n* ver(a$$# a(u %ve !" #"u (e-au e "+ #"ur *ender

Se ua$ hara &en! d"e n"! have !" (e e ua$ %n na!ure. I! -an a$ " &ean !ha! "&e"ne % ("!her%n* #"u %&'$# (e-au e #"u are a &an "r a "&an. Ma)%n* !ere"!#'e a("u! "ne*ender "r !he "!her -an (e a +"r& "+ e ua$ hara &en!.

Se ua$ hara &en! ha''en &" ! "+!en !" "&en, (u! %! -an a$ " ha''en !" &en "r (e! een &e&(er "+ !he a&e e . U ua$$# e ua$ hara &en! % a 'a!!ern "+ (ehav%"r !ha!ha''en +re0uen!$# "ver a 'er%"d "+ !%&e. H" ever, a %n*$e %n-%den! -an (e er%"uen"u*h !" (e -"n %dered hara &en! a e$$.

WHEN IS IT HARASSMENT7

Se ua$ Hara &en! %n E&'$"#&en! and H"u %n*

S"&e"ne a# "r d"e "&e!h%n* !" #"u "+ a e ua$ na!ure !ha! #"u d" n"! e$-"&e.Th% %n-$ude (ehav%"r !ha! a 'er "n )n" "r "u*h! !" )n" #"u d" n"! e$-"&e.

;"ur (" , $and$"rd, "r "!her au!h"r%!# +%*ure u e !he%r '" %!%"n "+ '" er !" e ua$$#hara #"u. B# (e%n* %n a vu$nera($e %!ua!%"n, %! % d%++%-u$! +"r #"u !" 'ea) "u! a("u!!he %!ua!%"n. The 'er "n %n au!h"r%!# u e !he '" %!%"n !" he$' !he& *e! a a# %!hun e$-"&e e ua$ -"&&en! "r a-!%"n .

Se ua$ S"$%-%!a!%"n "r Advan-e

A 'er "n u**e ! !ha! %+ #"u (e-"&e e ua$$# %nv"$ved %!h h%& "r her, he "r he %$$*%ve #"u a 'r"&"!%"n "r "&e "!her !#'e "+ %n-en!%ve.

Se ua$ Hara &en! and Re'r% a$

A 'er "n h" ha au!h"r%!# "r '" er den%e #"u "&e!h%n* %&'"r!an!, 'un% he "r!hrea!en #"u +"r re+u %n* a e ua$ re0ue !, "r +"r -"&'$a%n%n* a("u! %na''r"'r%a!ee ua$ (ehav%"r "r -"&&en! .

Se ua$ Hara &en! and a 9P"% "ned Env%r"n&en!:

Se ua$ hara &en! -an have a (ad e++e-! "n, "r 9'"% "n :, !he '$a-e here #"u $%ve,"r) "r re-e%ve erv%-e . Even %+ !he hara &en! % n"! d%re-!ed a! #"u, %! -an !%$$

'"% "n !he env%r"n&en! +"r #"u "r "!her .

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H" d" #"u )n" %+ !he env%r"n&en! % '"% "ned One a# % !" $"") a! !he e++e-! "+ne*a!%ve -"&&en! "r a-!%"n . F"r %n !an-e, %+ -er!a%n e ua$ "r *ender>re$a!ed -"&&en!"r a-!%"n &a)e #"u "r "!her +ee$ un-"&+"r!a($e %n !he "r)'$a-e "r un %$$%n* !" re!urn !""r), !h% -"u$d %nd%-a!e !ha! !he "r) env%r"n&en! % '"% "ned.

WHAT CAN I DO7

I+ #"u have (een hara ed, #"u -"u$d !r# !" !e$$ !ha! 'er "n !" !"'.

I+ %! ha''en a! "r), "ne !h%n* #"u -an d" % 'ea) !" !he 'er "n6 (" "r !e$$ #"ur un%"nre're en!a!%ve. I+ %! ha''en %n #"ur (u%$d%n*, #"u -an n"!%+# #"ur $and$"rd. A$!h"u*h #"u-an !r# !" &a)e !he hara &en! !"', %! % n"! #"ur re '"n %(%$%!# a$"ne.

E&'$"#er , -"n!ra-!"r , 'r"+e %"na$ a "-%a!%"n , un%"n , and 'e"'$e h" 'r"v%de ren!a$h"u %n* a--"&&"da!%"n and "!her erv%-e , have !" &a)e ure !ha! e ua$ hara &en! d"en"! "--ur "n !he%r 'r"'er!#, %n !he%r "r)'$a-e, "r %n !he%r +a-%$%!%e .

SE4UAL HARASSMENT CAN LEAD TO VIOLENCE

S%$en-e "r d"%n* n"!h%n* %$$ n"! !#'%-a$$# &a)e e ua$ hara &en! *" a a# and"&e!%&e u-h (ehav%"r -an $ead !" v%"$en-e. I+ #"u +ee$ un-"&+"r!a($e "r !hrea!ened,'ea) !" a 'er "n %n au!h"r%!# a("u! %! a u'erv% "r, !he " ner "+ !he !"re, e!-. . ;"u -an-h"" e !" -"n!a-! !he Ont)$/" H#&)n R/08t' C"&&/''/"n !" &a)e a -"&'$a%n!. 3herehara %n* (ehav%"r &a)e #"u +ee$ $%)e #"u6re %n dan*er "r $ead !" v%"$en-e, #"u h"u$d-a$$ !he '"$%-e.

The -"&&% %"n ha 're'ared a '"$%-# d"-u&en! -a$$ed P"$%-# "n Se ua$ Hara &en! andIna''r"'r%a!e Gender>Re$a!ed C"&&en! and C"ndu-!, h%-h % ava%$a($e "n "ur 3e( %!e.F"r &"re %n+"r&a!%"n a("u! !he On!ar%" Hu&an R%*h! C"&&% %"n "r !h% (r"-hure,

'$ea e v% %! "ur 3e( %!e a! ."hr-."n.-a , "r -a$$ %n -"n+%den-e dur%n* re*u$ar "++%-eh"ur +r"& M"nda# !" Fr%da#.

T"$$ +ree 1> >/ >@TT; 71 /17> ?2

TO3ACCO AND OTHER DRUGS

R"#a$ Ma!!re % -"&&%!!ed !" -"&'$%an-e %!h a''$%-a($e hea$!h -"de and !" rea "na($#

a--"&&"da!%n* !he 're+eren-e "+ ("!h &")%n* and n"n &")%n* e&'$"#ee .S&")%n* % n"! 'er&%!!ed %n %de an# R"#a$ Ma!!re +a-%$%!#. Che-) %!h #"ur !"re&ana*er !" ee %+ !here % a de %*na!ed &")%n* area "u! %de "+ #"ur !"re.

F"r rea "n , "+ a+e!#, 'u($%- re$a!%"n and "!her -"n-ern , u e "+ !"(a--" %n !he "r)'$a-e% 'r"h%(%!ed %!h e -e'!%"n "+ a de %*na!ed area.

R"#a$ Ma!!re 'r"h%(%! !he un$a +u$ &anu+a-!ure, d% !r%(u!%"n, d% 'en %n*, '" e %"n "ru e "+ a -"n!r"$$ed u( !an-e %n !he "r)'$a-e.

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15/49

ATTENDANCE AND PUNCTUALITY

;"ur u'erv% "r re$%e "n #"ur 'r"&'! and re*u$ar a!!endan-e. I! % e en!%a$ #"u re'"r! !""r) %n a !%&e$# +a h%"n " a !" (e read# !" a%! "n -u !"&er a! !he de %*na!ed !%&e. F"re&'$"#ee re '"n %($e +"r "'en%n* a !"re, !h% &ean #"u h"u$d (e %n !he !"re ear$#en"u*h (e+"re "'en%n* !%&e " !he !"re % 're'ared and $%! %!h d""r "'en a! !headver!% ed "'en%n* !%&e +"r "ur -u !"&er .

I+ #"u are *"%n* !" (e $a!e +"r "r) "r a( en! #"u &u ! n"!%+# #"ur u'erv% "r (# 'h"ne 'r%"r !" #"ur e 'e-!ed !ar! !%&e. I+ a( en-e % due !" %$$ne , #"ur u'erv% "r &a# re0u%re#"u !" 're en! a D"-!"r6 n"!e u'"n re!urn%n* !" !he "r) '$a-e.

A3SENTEEISM AND TARDINESS

A$$ e&'$"#ee are e 'e-!ed !" re'"r! !" "r) a -hedu$ed and !" "r) !he%r h"ur '$u"ver!%&e %+ re0u%red. E&'$"#ee h" +a%$ !" re'"r! !" "r) a -hedu$ed %$$ (e -har*ed%!h an a( en-e "--urren-e and %$$ re-e%ve a''r"'r%a!e d% -%'$%nar# a-!%"n.

E&'$"#ee %$$ (e -"n %dered !ard# %+ !he# are n"! a! !he%r '" ! 're'ared !" -"&&en-e"r) a! !he%r -hedu$ed !ar! !%&e. E -e %ve !ard%ne ha$$ re-e%ve a''r"'r%a!ed% -%'$%nar# a-!%"n.

R"#a$ Ma!!re en-"ura*e a$$ e&'$"#ee !" arr%ve a! "r) +%ve "r !en &%nu!e 'r%"r !" !he%r!ar! !%&e " !he# &a# (e a! !he%r '" ! read# !" (e*%n !he%r 8"( "n !%&e, a$$ !he !%&e.

EMPLOYEE DISCOUNTS

E&'$"#ee 'ur-ha %n* re*u$ar 'r%-ed &er-hand% e +"r !he%r " n u e "r !he u e "+ !he%r%&&ed%a!e +a&%$# M"!her %n>$a , Fa!her %n>$a , Br"!her %n>$a , S% !er %n>$a "rGrand'aren! , are en!%!$ed !" a / J d% -"un! "++ R"#a$ Ma!!re &anu+a-!ured *""d and2 J "++ ever#!h%n* e$ e 'r"v%ded !he "rder % r%!!en %n !he e&'$"#ee6 na&e, % (e%n*

'a%d +"r (# !he e&'$"#ee a! !he !%&e "+ 'ur-ha e "r (# 'a#r"$$ dedu-!%"n &a %&u& 'a# (a-) 'er%"d % % &"n!h .

A *""d ne%*h("r d% -"un! "+ 1 J "++ R"#a$ Ma!!re &anu+a-!ured *""d "!her&er-hand% e &a# (e "++ered !" +r%end "+ e&'$"#ee and e !ended +a&%$# an# +a&%$# n"!$% !ed a("ve .

A$$ d% -"un! are (a ed u'"n !he "r%*%na$ ("") 'r%-e "+ &er-hand% e. D% -"un! -an n"! (ea''$%ed !" "++>'r%-e "r 'e-%a$ va$ue &er-hand% e, n"r -an !he# (e added "n !"' "+ "!herd% -"un! "r "++er .

E&'$"#ee d% -"un! are !" (e "++ered ONL; !" CURRENT e&'$"#ee "+ R"#a$ Ma!!re .

1?


16/49


17/49

R"#a$ Ma!!re 'a# !he &a8"r%!# "+ !he 're&%u& +"r !he e (ene+%! , h" ever "&e %!e&&u ! (e 'a%d (# !he e&'$"#ee and are 'a#r"$$ dedu-!ed. I+ #"u are e$%*%($e +"r !he e

(ene+%! #"u %$$ re-e%ve a (ene+%! (r"-hure "u!$%n%n* !he de!a%$ "+ !he (ene+%! , annua$dedu-!%($e here !he# are a''$%-a($e and 'a#r"$$ dedu-!%"n .

LUNCH9COFFEE 3REAKS

Ever# e&'$"#ee ha$$ %n !he -"ur e "+ ea-h ?>h"ur h%+! !a)e "ne / >&%nu!e (rea) "r ! "1?>&%nu!e (rea) .

E&'$"#ee "r)%n* a 12>h"ur h%+! &a# (e -"&'en a!ed +"r %n h"$e "r %n 'ar! (# R"#a$Ma!!re +"r "ne "+ !he%r &ea$ !ha! da#.

The !"re &ana*er ha$$ de-%de !he !%&%n* "+ !he e (rea) " a n"! !" %n!er+ere %!h !he 'r"'er runn%n* "+ !he !"re.

E4PENSE ACCOUNT

E&'$"#ee h" %n-ur "u! "+ '"-)e! e 'en e dur%n* !he -"ur e "+ -"&'$e!%n* !he%r "r)a %*n&en! +"r R"#a$ Ma!!re ha$$ (e -"&'en a!ed +"r !h" e e 'en e " $"n* a !he#ere 're>a''r"ved (# !he%r u'erv% "r.

In "rder !" (e re-"&'en ed +"r !he e e 'en e an E 'en e A--"un! Re'"r! &u ! (e-"&'$e!ed (# !he e&'$"#ee %!h%n @ da# . Or%*%na$ re-e%'! &u ! a--"&'an# !h% re'"r!+"r a$$ e 'en e -$a%&ed a$"n* %!h an e '$ana!%"n de!a%$%n* ha! !he e 'en e a +"r.The re'"r! &u ! (e a''r"ved and %*ned (# !he u'erv% "r (e+"re (e%n* 'r"-e ed.

MILEAGE ACCOUNTA$$ &%$ea*e &u ! (e 'a%d +r"& !he e&'$"#ee re*u$ar$# 9Ba e: !"re never +r"& h"&e .M%$ea*e %$$ n"! (e -"n %dered +"r an# "r) a %*n&en! a! an e&'$"#ee6 9Ba e: !"re"r +"r an# &u!ua$$# a*reed u'"n 9Re*u$ar$# S-hedu$ed Sh%+! a a# +r"& !he 9Ba e:!"re .

A &%$ea*e a$$" an-e %$$ (e *ran!ed !" e&'$"#ee h" a*ree !" "r) a a# +r"& !he%r9Ba e: !"re +"r e&er*en-# re$%e+ a %*n&en! . In add%!%"n, &%$ea*e %$$ (e 'a%d an#!%&e an e&'$"#ee % re0u%red !" u e !he%r veh%-$e +"r -"&'an# (u %ne %!h%n a -hedu$ed"r) a %*n&en! %.e. Serv%-e Ca$$ .

A 9M%$ea*e Re'"r!: de!a%$%n* !he '"%n! "+ de'ar!ure, de !%na!%"n and )%$"&e!er !rave$ed&u ! (e u(&%!!ed !" !he e&'$"#ee6 %&&ed%a!e Su'erv% "r. P$ea e have &%$ea*ea--u&u$a!e !" a &%n%&u& "+ 1 . and


18/49

"n h" e a''ear !hr"u*h -u !"&er 6 e#e a e$$ a %n+"r&a!%"n %!h re*ard !" !"re '"$%-# and e-ur%!#.

PAY PERIODS

R"#a$ Ma!!re re&unera!e %! e&'$"#ee "n Thur da# "r Fr%da# ever# "!her ee)

!hr"u*h !he &ean "+ d%re-! de'" %!.

COMMISSIONED PAY EMPLOYEES

E&'$"#ee re-e%v%n* a$$ "r 'ar! "+ !he%r %n-"&e +r"& -"&&% %"ned earn%n* h"u$d (ea are "+ !he +"$$" %n*

C"&&% %"n are -a$-u$a!ed u'"n a 'er-en!a*e "+ a$$ "rder %nv"%-ed dur%n* !he 'a# 'er%"d+"r !he !"re a! h%-h #"u are (a ed. Th% -a$-u$a!%"n % -"n!%nu"u and -an (e %n!erru'!ed"n$# (# #"ur a( en-e (# %-)ne (e#"nd !he nu&(er "+ earned 'a%d %-) da#a--u&u$a!ed, "r (# a( en-e +r"& a 'e-%a$ a$e even! a ann"un-ed (# !he -"&'an#. ;"u-"n!%nue !" re-e%ve -"&&% %"n -red%! even hen #"u are "n va-a!%"n "r "n #"ur da# "++.

Be-au e #"ur -"&&% %"n are -a$-u$a!ed (# -a$endar da# and are (a ed u'"n !he !"rev"$u&e "+ a$e and n"! #"ur 'er "na$ a$e , #"u %$$ +%nd #"ur +%r ! -"&&% %"n 'a#&en!!" %n-$ude -red%! +"r a$e !ha! ere &ade even (e+"re #"u (e*an "r)%n* +"r R"#a$Ma!!re .

F"r !he a&e rea "n #"u %$$ +%nd -"&&% %"n 'a#&en! hen #"u $eave #"ur e&'$"# %!hR"#a$ Ma!!re %$$ n"! %n-$ude a$$ "+ !he a$e #"u 'er "na$$# had a 'ar! %n &a)%n*.

SPIFFS

There %$$ +r"& !%&e !" !%&e (e -er!a%n 'r"du-! , h%-h e % h !" en-"ura*e !he a$e "+!hr"u*h !he u e "+ "++er%n* a ("nu !" !he a$e 'er "n !ha! r%!e !he "rder.

S'%++ 'r"*ra& %$$ (e ava%$a($e !" a$$ a$e !a++, +u$$ !%&e "r 'ar! !%&e. De!a%$ %$$ (eann"un-ed %!h r%!!en &e&" a ne-e ar#

PAYROLL DEDUCTIONS

3e -an, %!h #"ur 'er&% %"n arran*e au!"&a!%- 'a#r"$$ dedu-!%"n +"r !he 'ur'" e "+ (u#%n* Canada Sav%n* B"nd and e&'$"#ee 'ur-ha e . ;"u %$$ re-e%ve $%!era!ure a! !he

a''r"'r%a!e !%&e "+ #ear u ua$$# O-!"(er %+ 'ur-ha %n* Sav%n* B"nd .

O!her 'a#r"$$ dedu-!%"n e are re0u%red !" &a)e (# $a %$$ a$ " a''ear "n #"ur 'a# !u(.The e %n-$ude Federa$ and Pr"v%n-%a$ %n-"&e !a dedu-!%"n . Une&'$"#&en! In uran-e

're&%u& , Canada Pen %"n -"n!r%(u!%"n and Garn% h&en! .

1


19/49

TIME CARDS

T%&e -ard are !" (e +%$$ed %n (# h"ur$# 'a%d e&'$"#ee and are !" %nd%-a!e 'a%dH"ur "n$#. The !"re &ana*er &u ! %n%!%a$ h"ur "+ "r) "n !he !%&e -ard (e+"re "ra+!er !he n"r&a$ h"ur "+ "'era!%"n +"r !ha! $"-a!%"n %n "rder !" (e 'a%d. Under n"-%r-u& !an-e % "ne %nd%v%dua$ !" +%$$ "u! an"!her %nd%v%dua$6 !%&e -ard. T%&e -ard &u !

(e %n !he hand "+ "ur 'a#r"$$ de'ar!&en! (e+"re n""n, !he M"nda# "+ a 'a# ee) %n "rder

!" (e 'r"-e ed %n !he ee)6 'a# run. T%&e -ard re-e%ved a+!er n""n h"ur "n M"nda#%$$ (e 'r"-e ed %n !he +"$$" %n* 'a# ee). An h"ur$# e&'$"#ee h" $eave !he !"redur%n* !he -"ur e "+ !he "r)da# &u ! %nd%-a!e "n !he%r !%&e -ard !he !%&e !he# $eave !he!"re and !he !%&e !he# re!urn.

HEALTH AND SAFETY

R"#a$ Ma!!re ha a +%r& -"&&%!&en! !" 'r"v%d%n* +"r !he hea$!h and a+e!# "+ "ure&'$"#ee . T" +u$+%$$ !h% -"&&%!&en!

3e 'r"v%de and &a%n!a%n a a+e and hea$!h# "r) env%r"n&en!. 3e -"&'$# %!h $e*a$ re0u%re&en! and +"$$" a--e'!a($e %ndu !r%a$ 'ra-!%-e . 3e !r%ve !" e$%&%na!e a$$ +"re eea($e ha=ard !ha! -"u$d -a e +%re , e-ur%!# $" e , and

da&a*e !" 'r"'er!# and 'er "na$ har& !hr"u*h %n8ur# "r %$$ne . 3e !r%ve !" edu-a!e and &a%n!a%n a arene "+ hea$!h and a+e!# % ue a&"n* ! a$$

e&'$"#ee . 3e dea$ %!h -"n-ern a("u! ha=ard %n !he "r)'$a-e and "!her %!ua!%"n %n

a--"rdan-e %!h *""d (u %ne 'ra-!%-e and a--"rd%n* !" !he re0u%re&en! "+ !he $a . 3e re-"*n%=e !ha! O--u'a!%"na$ Hea$!h and Sa+e!# -"n-ern n"! 8u ! "&e, (u! a$$

*r"u' %n "ur "r)'$a-e. 3e !here+"re "r) a-!%ve$# !" en-"ura*e %n'u! and-"&&en! +r"& a$$ *r"u' %n "ur "r)'$a-e.

3e -an -"n!r"$ !he %n-%den-e "+ a--%den! !hr"u*h *""d &ana*e&en! -"&(%ned %!ha-!%ve e&'$"#ee %nv"$ve&en!. A--%den! 'reven!%"n % !he d%re-! re '"n %(%$%!# "+ever#("d# h" "r) here, re*ard$e "+ '" %!%"n "r !%!$e.

Our &ana*e&en! %$$ d" ever#!h%n* %n !he%r '" er !" -"&'$# %!h !h% -"&'an#6a--%den! 'reven!%"n re0u%re&en! a !he# a''$# !" ever# +a-e! "+ "ur (u %ne .

Our e&'$"#ee a--e'! !he re '"n %(%$%!# !" "r) a+e$# +"$$" %n* a$$ e !a($% hed 'r"-edure and %n !ru-!%"n and %$$ re'"r! an# un a+e "r unhea$!h# -"nd%!%"n !"&ana*e&en!.

A$$ u(-"n!ra-!"r h%red (# !h% -"&'an# &u ! &ee! "r e -eed "ur !andard +"r a+e!#.

An# hea$!h and a+e!# % ue h"u$d (e (r"u*h! !" !he a!!en!%"n "+ #"ur u'erv% "r.

ACCIDENTS

The +"$$" %n* n"!%-e ha$$ (e '" !ed %n a 'r"&%nen! '" %!%"n here a$$ e&'$"#ee %$$ ee%! "n a da%$# (a % . The +"r& % -a$$ed 9%n -a e "+ a--%den!: and -an (e "rdered +r"& h"&e"++%-e %+ re0u%red.

1@


20/49

In -a e "+ a--%den!

IF THE IN URED PARTY IS UNCONSCIOUS, HAS STOPPED 3REATHING OR IS IN SERIOUSMEDICAL EMERGENCY, DO NOT WASTE AND TIME CALL ;11

O!her % e

1. A''$# +%r ! a%d %&&ed%a!e$#.

2. I+ &ed%-a$ a!!en!%"n (e#"nd +%r ! a%d % ne-e ar# arran*e !ran '"r! +"r !he %n8ured 'ar!#!" !he neare ! h" '%!a$ %!h an e&er*en-# ard.

/. Re-"rd !he a--%den! %n a +%r ! a%d 8"urna$.

7. I+ &ed%-a$ a!!en!%"n (e#"nd +%r ! a%d % re0u%red, !he %&&ed%a!e u'erv% "r &u ! +%$$ "uran a--%den! %nve !%*a!%"n re'"r!, %n-$ud%n* a$$ )n" n de!a%$ "+ !he a--%den!, h" , henand here %! "--urred, ha! &a!er%a$ "r e0u%'&en! a %nv"$ved and !a!e&en! "+

an# %!ne e and !he %n8ured 'er "n.?. F"r ard a$$ %n+"r&a!%"n and 'a'er "r) !" !he a!!en!%"n "+ 9A--%den! C$a%& O++%-er:

a! R"#a$ Ma!!re Head "++%-e, ?2 S"u!h Serv%-e Rd., Bur$%n*!"n, On!ar%"

FIRST AID KITS

Ever# R"#a$ Ma!!re $"-a!%"n ha$$ (e "u!+%!!ed %!h a +%r ! a%d )%!, h%-h ha$$ %n-$ude a&%n%&u& "+ !he +"$$" %n* A -urren! ed%!%"n "+ a !and S!. "hn A&(u$an-e F%r ! A%d Manua$.

1 -ard "+ a+e!# '%n . 12 adhe %ve dre %n* %nd%v%dua$$# ra''ed. 7 !er%$e *au=e 'ad , / %n-he 0uare. 2 r"$$ "+ *au=e (anda*e, 2 %n-he %de. 2 K 7>%n-h !er%$e (anda*e -"&'re e . 1 !r%an*u$ar (anda*e.

The S!"re Mana*er ha$$ en ure !he +%r ! a%d )%! % 'r"'er$# "u!+%!!ed a! a$$ !%&e .

I! % !he re '"n %(%$%!# "+ ea-h and ever# 'er "n e&'$"#ed (# R"#a$ Ma!!re !" en ure !ha!&e&(er "+ !he 'u($%- are erved %n a -"ur!e"u , '"$%!e and e++%-%en! &anner. B# !he a&e!")en, %n !he 'er+"r&an-e "+ #"ur du!%e #"u are e 'e-!ed !" !rea! #"ur +e$$" e&'$"#ee%!h %&%$ar re 'e-! and -"ur!e #.

A !he Hu&an R%*h! C"de !a!e

93herea %! % 'u($%- '"$%-# %n On!ar%" !ha! ever# 'er "n % +ree and e0ua$ %n d%*n%!# andr%*h! %!h"u! re*ard !" a*e, ra-e, -reed, -"$"ur, e , &ar%!a$ !a!u , re$%*%"n, na!%"na$%!#,an-e !r#, '$a-e "+ "r%*%n, -%!%=en h%', $an*ua*e "r '"$%!%-a$ a++%$%a!%"n.:

R"#a$ Ma!!re u''"r! !h% 'h%$" "'h#. Sh"u$d #"u +ee$ !ha! #"u "r an"!her e&'$"#ee %n"! (e%n* !rea!ed %!h d%*n%!# and re 'e-!, (r%n* !h% !" !he a!!en!%"n "+ a en%"r u'erv% "r%&&ed%a!e$#.

2


21/49


22/49

SECTION 2 OPERATING PROCEDURES

EMPLOYEE RESPONSI3ILITIES

R"#a$ Ma!!re e&'$"#ee are e 'e-!ed !" (e -%v%$ and !rea! 'e"'$e %!h re 'e-! andd%*n%!#. E&'$"#ee are e 'e-!ed !" hare !he (a %- 'h%$" "'h# "+ !he -"&'an# and !"u''"r! %! &% %"n. E&'$"#ee are e 'e-!ed !" a''r"a-h !he%r "r) %!h a '" %!%vea!!%!ude and (e !ea& '$a#er . 3here !here are 'r"($e& , e&'$"#ee are e 'e-!ed !" (e 'ar!"+ !he "$u!%"n. Ever# e&'$"#ee % e 'e-!ed !" re're en! !he -"&'an# e$$ and !" av"%dhar%n* %n+"r&a!%"n dee&ed -"n+%den!%a$ (# !he -"&'an#. Add%!%"na$ '"$%-%e ande&'$"#ee re '"n %(%$%!%e are de -r%(ed (e$" .

EMPLOYEE 3EHAVIOR

In "rder !" en ure !he e++%-%en-# "+ "'era!%"n and r%*h! and a+e!# "+ a$$, R"#a$ Ma!!reha e !a($% hed -er!a%n '"$%-%e !" *u%de e&'$"#ee (ehav%"r. E&'$"#ee -"ndu-! "n "r "++!he 8"( h"u$d n"!

1. In!er+ere %!h (u %ne "'era!%"n

2. Br%n* d% -red%! !" !he "r*an%=a!%"n

/. Be "++en %ve !" 'er "n "r *r"u' h" "r) %!h !he "r*an%=a!%"n "r !" -">"r)er "r

7. In!er+ere %!h !he r%*h! and a+e!# "+ "!her .

E a&'$e "+ !he !#'e "+ (ehav%"r !ha! &a# $ead !" d% -%'$%nar# a-!%"n are *%ven (e$" ,a$!h"u*h ea-h %!ua!%"n %$$ (e hand$ed %nd%v%dua$$#.

3EHAVIOR FOR WHICH A WARNING MAY 3E GIVEN

Fa%$ure !" -a$$ u'erv% "r hen (e%n* $a!e +"r "r).

Ine++%-%en-# "r $a-) "+ a''$%-a!%"n "n !he 8"(. 3%$$+u$ a !e "+ &a!er%a$ , u''$%e , e0u%'&en!, e!-.

Crea!%n* "r -"n!r%(u!%n* !" ha=ard"u "r)%n* -"nd%!%"n .

R"u!%ne$# re'"r!%n* !" "r) a+!er -hedu$ed !ar! !%&e.

R"u!%ne$# $eav%n* "r) (e+"re -hedu$ed end "+ "r)da#.

Leav%n* "r) dur%n* "r) h"ur %!h"u! n"!%+%-a!%"n "r 'er&% %"n.

22


23/49

S&")%n* %n an area here &")%n* % n"! 'er&%!!ed,

C"ndu-!%n* 'er "na$ (u %ne "n -"&'an# !%&e.

I&'r"'er u e "+ a C"r'"ra!%"n +a-%$%!%e , veh%-$e , e0u%'&en! "r !e$e'h"ne .

I&'r"'er dre dur%n* "r) h"ur .

C"n+$%-! "+ %n!ere !.

SERIOUS OFFENSES THAT MAY RESULT IN SUSPENSION OR DISMISSAL

Threa!en%n*, %n!%&%da!%n* "r -"er-%n* +e$$" e&'$"#ee .

U e "+ 'r"+an%!# "r a(u %ve $an*ua*e.

Cr%&%na$ "r n"!"r%"u (ehav%"r "r a-!%"n "++ !he 8"(, h%-h (r%n* d% -red%! !" !heC"r'"ra!%"n.

In u("rd%na!%"n re+u a$ !" +"$$" &ana*e&en!6 %n !ru-!%"n "n 8"(>re$a!ed &a!!er .

3"r)%n* h%$e under %n+$uen-e "+ a$-"h"$ "r dru* u( !an-e .

Fa%$ure !" -"&'$e!e a %*n&en! %n a !%&e$# &anner.

Fa%$ure !" re'"r! !a)%n* 're -r%'!%"n &ed%-a!%"n !ha! a++e-! a+e 8"( 'er+"r&an-e.

SERIOUS OFFENSES THAT MAY RESULT IN IMMEDIATE DISMISSAL

Fa$ %+#%n* "r*an%=a!%"n d"-u&en! , e.*. !%&e hee! , e&'$"#&en! a''$%-a!%"n , e!-.

Ma)%n* 'u($%- !a!e&en! !ha! d% -red%! !he -"r'"ra!%"n.

Ga&($%n* "n C"r'"ra!%"n 're&% e .

U %n* I$$e*a$ dru* u( !an-e "n C"r'"ra!%"n 're&% e "r dur%n* "r) h"ur . F%*h!%n*, "r !ar!%n* a +%*h! "n C"r'"ra!%"n 're&% e "r dur%n* "r) h"ur .

I&&"ra$ "r %nde-en! -"ndu-! "n C"r'"ra!%"n 're&% e "r dur%n* "r) h"ur .

The+! "+ C"r'"ra!%"n, +e$$" e&'$"#ee "r -$%en! 'r"'er!#.

Carr#%n* a ea'"n "n C"r'"ra!%"n 're&% e .

2/


24/49

Se ua$ hara &en! "+ +e$$" e&'$"#ee "r -$%en! .

D% -r%&%na!%"n due !" ra-e, -"$"ur, re$%*%"n, na!%"na$ "r%*%n, e , a*e, e ua$ 're+eren-e, hand%-a', "r ve!eran "r &ar!%a$ !a!u "+ +e$$" e&'$"#ee , a''$%-an! +"re&'$"#&en! "r -$%en! .

Har&%n* "r !hrea!en%n* a -$%en!.

PERSONAL APPEARANCE

Sa$e 'e"'$e are re0u%red !" dre %n a &anner " a !" re+$e-! !" !he 'u($%- !he (u %ne $%)e,-"n erva!%ve -"r'"ra!e %&a*e R"#a$ Ma!!re % he !" -"nve#. I+ #"u are un ure "+ ha!% a--e'!a($e, a ) #"ur %&&ed%a!e u'erv% "r.

B"d# 8e e$r# and *en!$e&en6 earr%n* are n"! a--e'!a($e.

A$$ R"#a$ Ma!!re !"re 'er "nne$ are re0u%red !" ear a na&e (ad*e a u''$%ed (# !he-"&'an# (ear%n* !he%r +%r ! na&e. The e (ad*e are !he 'r"'er!# "+ R"#a$ Ma!!re andare !" re&a%n "n R"#a$ Ma!!re 're&% e a! a$$ !%&e .

E&'$"#ee h"u$d (e nea! %n a''earan-e and -$ean. Da%$# a!!%re and 'er "na$ a''earan-eh"u$d (e a''r"'r%a!e !" !he 8"( du!%e (e%n* 'er+"r&ed (# !he %nd%v%dua$. Su'erv% "rhave !he re '"n %(%$%!# +"r re0u%r%n* a rea "na($e and 'r"+e %"na$ a''earan-e "n !he 'ar!"+ e&'$"#ee. E&'$"#ee %$$ (e %n+"r&ed "+ a''r"'r%a!e dre ver(a$$#.

PU3LIC RELATIONS AND POLITICAL ACTIVITY

N" e&'$"#ee &a# +"r&a$$# re're en! R"#a$ Ma!!re a a '")e 'er "n un$e au!h"r%=ed!" d" " (# !he Pre %den!.

SALES AND SERVICE PHILOSOPHY

A$$ a$e and erv%-e '"$%-# de-% %"n are &ade "n !he (a % "+ "ur a(%$%!# !" &a)e !he-u !"&er a ha''# a '" %($e h%$e (e%n* a e-"n"&%-a$$# e++%-%en! a '" %($e !" !he

-"&'an#. One h"u$d a ) "ne e$+, 93ha! "u$d I rea "na($# e 'e-! %+ I ere !he-u !"&er :

TELEPHONES

Te$e'h"ne h"u$d (e an ered "n !he e-"nd "r !h%rd r%n*. 3hen !he 'h"ne % an ered!he -a$$er h"u$d hear 9Than) #"u +"r -a$$%n* R"#a$ Ma!!re $"-a!%"n , h" &a# I he$'#"u : Na&%n* #"ur $"-a!%"n hen an er%n* !he -a$$ he$' e$%&%na!e +ru !ra!%"n anda !ed !%&e +"r #"ur -u !"&er h" &a# n"! rea$%=e !he#6ve -a$$ed !he r"n* !"re. Ae$$ R"#a$ Ma!!re e&'$"# !he u e "+ a 1 5 !e$e'h"ne # !e&. 3hen 1 5 %

(e%n* u ed, !he -u !"&er ha n" %dea h%-h !"re !he# %$$ (e -"nne-!ed !" %n-e !he-"nne-!%"n % &ade e$e-!r"n%-a$$# !" !he !"re neare ! !he -a$$er, !here+"re %den!%+#%n* #"ur!"re 6 $"-a!%"n a! !he -a$$ an er%n* !a*e (e-"&e a -u !"&er -"ur!e #.

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25/49

WARRANTY ENVELOPES

Cu !"&er &a)%n* a 'ur-ha e a! R"#a$ Ma!!re re-e%ve a -"'# "+ !he "rder '$a-ed %n %de a9Than) ;"u: enve$"'e. A$"n* %!h !he -u !"&er6 -"'# "+ !he "rder an# a''$%-a($e

arran!%e and a (u %ne -ard h"u$d a$ " (e '$a-ed %n !h% enve$"'e.

POLICY OVER RIDES

3hen #"u are %n !he 'e"'$e (u %ne , %! % %nev%!a($e %!ua!%"n %$$ ar% e +"r h%-h !hen"r&a$ ru$e and 'r"-edure d" n"! a''$# -"&+"r!a($#. A! R"#a$ Ma!!re !he e %!ua!%"n&a# (e addre ed (# (r%n*%n* !he& !" !he a!!en!%"n "+ "ur Sa$e Mana*er h" ha '"$%-#"ver>r%de au!h"r%!#.

ONTARIO RETAIL SALES TA4 GOODS AND SERVICES TA4


26/49

ISSUE PST GST

Mer-hand% e +"r re a$e E e&'! %!h -er!%+%-a!e Mu ! 'a# Na!%ve Canad%an Ind%an E e&'! %!h n"!a!%"n "+ ID

+r"& -ard, "r, e e&'! %+

de$%vered !" !he re erve

E e&'! %+ de$%vered !" !here erve

H" '%!a$ (ed 'ur-ha ed (#-"n u&er

Mu ! 'a#, even %!h a d"-!"r6 're -r%'!%"n

E e&'! "n !he r%!!en "rder "+a 'ra-!%!%"ner

H" '%!a$ (ed 'ur-ha ed (# ah" '%!a$

E e&'! E e&'!

H" '%!a$ (ed 'ur-ha ed (# anur %n* h"&e

Mu ! 'a# Mu ! 'a#

H" '%!a$ &a!!re e 'ur-ha ed (# a -"n u&er

Mu ! 'a# un$e (u#er %d% a($ed

Mu ! 'a#, even %!h a d"-!"r6 're -r%'!%"n

H" '%!a$ &a!!re e 'ur-ha ed (# a h" '%!a$

E e&'! E e&'!

H" '%!a$ &a!!re e 'ur-ha ed (# a nur %n* h"&e Mu ! 'a# Mu ! 'a#

Sh%'&en! "u! "+ 'r"v%n-e Mu ! 'a# E e&'! %!h -"nd%!%"nD%'$"&a! E e&'! %!h ID -ard +r"&

E !erna$ A++a%r . Re-"rd IDnu&(er "n !he "rder

Mu ! 'a#

SECURITY

The &ana*er "+ !h" e !"re "u!+%!!ed %!h a$ar& # !e& % re '"n %($e +"r !he 'r"'er

e!!%n* and d% ar&%n* "+ a$ar& e0u%'&en!. R"#a$ Ma!!re e&'$"# !he erv%-e "+ are '"n e -"&'an# h" e +un-!%"n % !" de!er&%ne %+ an a$ar& -a$$ % er%"u "r +a$ e. In !heeven! "+ a +a$ e a$ar&, !he re '"n e -"&'an# %$$ en!er !he (u%$d%n*, re e! !he a$ar&, $"-)u' and d" a r%!!en re'"r! h%-h % !" (e +"r arded !" R"#a$ Ma!!re head "++%-e. In !heeven! "+ a er%"u a$ar&, !he 'r"!"-"$ % !" u&&"n !he !"re &ana*er and !he a''r"'r%a!eau!h"r%!%e !" dea$ %!h !he e&er*en-#. The !"re &ana*er %$$ de!er&%ne %+ en%"r&ana*e&en! need !" (e -"n!a-!ed.

LIGHTING

Dur%n* (u %ne h"ur !he !"re h"u$d (e e$$ $%! ("!h %n %de and "u! " a !" d% -"ura*e$"%!er%n* and un$a +u$ a-!%v%!%e . Dur%n* -$" ed h"ur , en"u*h +$u"re -en! $%*h! h"u$d (e$e+! "n %n !he !"re " a !" a$$" e-ur%!# !" ee %n %de %n a rea "na($e &anner.

FREE3IES

2


27/49

Fr"& !%&e !" !%&e "ur !"re u e $" va$ue &er-hand% e u-h a '%$$" !" *%ve !"-u !"&er a an added %n-en!%ve !" -$" e a a$e "r !" a''ea e a -u !"&er h" ha (een&% !rea!ed. 3e have n" 'r"($e& %!h !h% 'ra-!%-e a $"n* a -"&&"n en e 'reva%$ and

'r"'er 'a'er "r) % -"&'$e!ed. P$ea e h" ever, (e a are "+ !he +"$$" %n*

Any &e$.8)n2/'e !"#n2 +e)-/n0 R"y)+ M)tt$e''*$e&/'e' w/t8"#t +e0/t/&)te 2".#&ent)t/"n w"#+2 ?e."n'/2e$e2 AN ACT OF FRAUD@ T8e *)$ty "$ *)$t/e'$e'*"n'/?+e w/++ ?e te$&/n)te2 w/t8"#t n"t/.e w/t8+e0)+ ).t/"n *en2/n0@ T8e$e w/++ ?e n" e(.e*t/"n'@T8e$e w/++ ?e n" w)$n/n0'@

GIFT CERTIFICATE

Fr"& !%&e !" !%&e, R"#a$ Ma!!re % ue *%+! -er!%+%-a!e . I! &a# (e +"r a *enera$ 'r"&"!%"n, "r %! &a# (e !" a 'e-%+%- -u !"&er. T" (e va$%d, %! &u ! (e "r%*%na$, "n-"&'an# $e!!erhead and %*ned %n %n) (# an "++%-er "+ !he -"&'an#.

A *%+! -er!%+%-a!e % $%)e a -red%!, h%-h -an (e u ed +"r 'a#&en! !" ard an#!h%n*. I! % n"!% ued +"r 'e-%+%- &er-hand% e. A *%+! -er!%+%-a!e % a +%nan-%a$ %n !ru&en!, $%)e !rave$er6-he0ue , Ma !erCard and 4% a. Th% % n"! !he a&e a a d% -"un!, h%-h % an ad8u !&en!!" !he 'r%-e "+ 'e-%+%- &er-hand% e.

CUSTOMER PICK UPS

Cu !"&er h" -h"" e n"! !" !a)e advan!a*e "+ "ur de$%ver# erv%-e %$$ (e a++"rded !he"''"r!un%!# !" '%-)>u' !he%r 'ur-ha e +r"& an# R"#a$ Ma!!re $"-a!%"n.

The +"$$" %n* *u%de$%ne are !" (e +"$$" ed %n !he even! "+ a '%-)>u'. Cu !"&er h"u$d (e adv% ed hen %! % '" %($e !" '%-)>u' !he%r 'ur-ha e. I+ a

-u !"&er arr%ve une 'e-!ed$#, !he e&'$"#ee "n du!# %$$ %&&ed%a!e$# %n%!%a!e !he '%-)>u' 'r"-edure, "n-e an# 'end%n* -u !"&er %n0u%r%e have (een a!% +%ed.

An#, "r a$$, e&'$"#ee 6 "n du!# %$$ de$%ver !he 'ur-ha ed 'r"du-! !" !he -u !"&er6veh%-$e and a % ! !he -u !"&er %n '$a-%n* !he 'r"du-! %n, "r "n, !he veh%-$e.

L%a(%$%!# $%&%! "ur a(%$%!# !" a % ! an# +ur!her.

T/e D"wn':

Under n" -%r-u& !an-e , %$$ an e&'$"#ee a % !, d%re-! "r -"a-h a -u !"&er %n !he+a !en%n* "+ an# 'r"du-! !" an# !#'e "+ veh%-$e.

E&'$"#ee %$$ n"! "++er an# r"'e "r an# "!her dev%-e !" (e u ed (# !he -u !"&er +"ra++% %n* !he 'r"du-! !" !he veh%-$e.

E&'$"#ee -an u''$# a &a!er%a$ %.e. R"'e %+ 'e-%+%-a$$# re0ue !ed (# !he -u !"&er.

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An# e&'$"#ee h" -h"" e !" a % ! a -u !"&er (e#"nd !he e *u%de$%ne d"e " a! !he%r" n r% ) and 'er "na$ $%a(%$%!#.

STATEMENT OF PRIVACY AND PERSONAL INFORMATION POLICY

I! % !he %n!en!%"n "+ R"#a$ Ma!!re !" 'r"!e-! !he 'r%va-# "+ an# %nd%v%dua$ h" &a# (e ane&'$"#ee, -u !"&er "r u''$%er. R"#a$ Ma!!re re-"*n%=e %! r"$e a a -"$$e-!"r, u er,

d% -$" ure and de !r"#er "+ %n+"r&a!%"n and !ha! !h% %n+"r&a!%"n % va$ua($e and 'r%va!e.R"#a$ Ma!!re re-"*n%=e %! du!# !" 'r"!e-! u-h %n+"r&a!%"n a a *""d -%!%=en and !"+u$+%$ re '"n %(%$%!%e under !he Per "na$ In+"r&a!%"n and 'r"!e-!%"n and e$e-!r"n%-D"-u&en! A-! PIPEDA and !he %&%$ar$# %n!ended On!ar%" a-!.

A.."#nt)?/+/ty

The Pr%va-# O++%-er and R"#a$ Ma!!re % !he C"n!r"$$er. Curren!$# !ha! 'er "n % R%-hard. Herr%n*!"n and -an (e rea-hed

B# &a%$ ?2 S"u!h Serv%-e R"ad, Bur$%n*!"n, On!ar%", L L ?H?

B# Ph"ne @ ?> 1>2 2/ e !. 22/

B# Fa @ ?> 1>22@7

B# e>&a%$ r%-hard r"#a$&a!!re .-"&

P#$*"'e

R"#a$ -"$$e-! %n+"r&a!%"n +r"& e&'$"#ee , -u !"&er and u''$%er .

E&'$"#ee %n+"r&a!%"n % u ed +"r -"&&un%-a!%"n "+ r"u!%ne e&'$"#eeu' "+ *""d and d"-u&en!a!%"n (a-) u'+"r var%"u !a!u!"r# re0u%re&en! .

C"n'ent

R"#a$ a ) +"r 'er "na$ %n+"r&a!%"n a! !he !ar! "+ a (u %ne re$a!%"n h%'. The 'ur'" e "+!ha! %n+"r&a!%"n % %n!u%!%ve$# "(v%"u !" ("!h 'ar!%e a! !ha! !%&e. C"n en! !" *%ve !he%n+"r&a!%"n % a u&ed a !he %n+"r&a!%"n % +ree$# *%ven.

L/&/t/n0 ."++e.t/"n

R"#a$ -"$$e-! "n$# %n+"r&a!%"n ne-e ar# +"r +u$+%$$%n* !he (u %ne 'ur'" e a! hand.

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L/&/t/n0 #'e, 2/'.+"'#$e )n2 2e't$#.t/"n

R"#a$ d"e n"! d% -$" e !he %n+"r&a!%"n !" an# !h%rd 'ar!%e e -e'!, !" !he e !en! !he !h%rd 'ar!%e are -arr#%n* "u! (u %ne "n (eha$+ "+ R"#a$ and have a*reed %n r%!%n* !"a+e*uard !ha! %n+"r&a!%"n a re0u%red (# $a . R"#a$ re!a%n 'er "na$ %n+"r&a!%"n "n$# +"ra $"n* a % ne-e ar# +"r !he 'ur'" e and "!her !a!u!"r# re0u%re&en! .

3hen !he 'ur'" e and


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COMPUTER9NETWORK POLICY

O-e$)++ O? e.t/-e

The R"#a$ Ma!!re -"&'u!er ee (e$" +"r de+%n%!%"n % 'r"v%ded +"r !he 'ur'" e "+R"#a$6 (u %ne . The da!a and 'r"*ra& "n R"#a$6 -"&'u!er -"n!a%n %rre'$a-ea($e and

en"r&"u $# va$ua($e %n+"r&a!%"n. Th% %n+"r&a!%"n % -r%!%-a$ +"r !he da# !" da# "'era!%"nand $"n* !er& !ra!e*%- '$ann%n*. U e "+ !he e +a-%$%!%e &u ! (e -"ndu-!ed %n a (u %ne$%)e, 'r"+e %"na$ and re '"n %($e &anner.

O*e$)t/"n)+ O? e.t/-e'

The -"&'u!er a! R"#a$ Ma!!re re're en! a $ar*e %nve !&en! and 'r"v%de -r%!%-a$ da!a, 'r"-e %n* and -"&&un%-a!%"n !""$ . The e !""$ are +"r !he 'ur'" e "+ -arr#%n* "n (u %ne . L%)e a$$ !""$ , !he -"&'u!er and ne! "r) &u ! (e &a%n!a%ned and 'r"!e-!ed "!h" e u er -an re$# "n !he e re "ur-e . The "(8e-!%ve "+ !h% '"$%-# are !" &a%n!a%n and

'r"!e-! !he -"&'u!er re "ur-e . The e '"$%-%e are !" 'h# %-a$$# 'r"!e-! !he # !e&, a$$""n$# au!h"r%=ed u er ee de+%n%!%"n (e$" a--e !" %!, and !" &a%n!a%n !he 'r"*ra& andda!a !" +un-!%"n a de %*ned. Da&a*e !" !he e +%$e "+ da!a and 'r"*ra& "u$d (e-a!a !r"'h%-. I! "u$d (e e0ua$$# deva !a!%n* a a &a8"r +%re. 3h%$e !here % 'r"v% %"n +"r

(a-)u' and re-"ver#, !he %&'$e&en!a!%"n "+ !he re-"ver# '$an % %n %! e$+ a hu*e 'r"8e-!.Preven!%"n % +ar (e!!er.

DEFINITIONS

R"y)+ M)tt$e'' C"&*#te$'

Th% %n-$ude a$$ PC , erver , ne! "r), r"u!er , +%re a$$ , %!-he , '" er u''$%e , 'er%'hera$ , 'r%n!er , &"de& , )e#("ard , &%-e, &"n%!"r and an# "!her dev%-e, he!her%red "r %re$e and a$$ !he 'r"*ra& and +%$e , he!her # !e& "r a''$%-a!%"n and a$$ !heda!a !"red "n !he hard are, !a'e, "++ %!e "r "!her &ed%u&.

U'e$'

A u er % an#"ne h" % au!h"r%=ed and a %*ned a $"*%n ID


31/49

P)''w"$2', L"0/n', IDB'

Pa "rd , $"*%n and ID are a %*ned and &a%n!a%ned (# !he # !e& ad&%n% !ra!"r. The%r 'ur'" e % !" $%&%! a--e !" au!h"r%=ed u er . U er are !" )ee' 'a "rd , $"*%n , andID6 -"n+%den!%a$. I+ !here % a -"n+%den!%a$%!# $ea), !he ad&%n% !ra!"r % !" (e %n+"r&ed%&&ed%a!e$#. L"*%n , 'a "rd , and ID6 are "n$# !" (e -rea!ed "r -han*ed %!h a''r"va$

(# !he ad&%n% !ra!"r. The ad&%n% !ra!"r &u ! a$ a# (e a($e !" a--e an# -"&'u!er a! an#

!%&e. I+ !here % a -"n+%den!%a$%!# -"n-ern, d% -u %! %!h !he ad&%n% !ra!"r.

S"!tw)$e

A$$ "+! are % u''$%ed (# !he -"&'an#. N" add%!%"n , &"d%+%-a!%"n "r de$e!%"n are !" (e &ade (# an#"ne %!h"u! 'r%"r r%!!en au!h"r%=a!%"n "+ !he ad&%n% !ra!"r. Th% %n-$uded" n$"ad +r"& !he In!erne!, -reen aver , -u !"& &"u e '"%n!er , 'er "na$ 'r"*ra& e!-.H" ever, !he 'er "na$%=a!%"n "+ a u er6 PC % en-"ura*ed. A--"rd%n*$#, an# re0ue ! +"r-reen aver and &%-e '"%n!er h"u$d (e %n r%!%n* !" !he ad&%n% !ra!"r. A''r"vedre0ue ! %$$ (e '" !ed !" !he -"&'u!er $"*.

H)$2w)$e

A$$ "+! are % u''$%ed (# !he -"&'an#. N" add%!%"n , &"d%+%-a!%"n "r de$e!%"n are !" (e&ade (# an#"ne %!h"u! 'r%"r r%!!en au!h"r%=a!%"n "+ !he ad&%n% !ra!"r. Th% %n-$uded" n$"ad +r"& !he In!erne!, -reen aver , -u !"& &"u e '"%n!er , 'er "na$ 'r"*ra& e!-.H" ever, !he 'er "na$%=a!%"n "+ a u erQ PC % en-"ura*ed. A--"rd%n*$#, an# re0ue ! +"r-reen aver and &%-e '"%n!er h"u$d (e %n r%!%n* !" !he ad&%n% !ra!"r. A''r"vedre0ue ! %$$ (e '" !ed !" !he -"&'u!er $"*.

Inte$net

The In!erne! % a (u %ne !""$. I! % !" (e u ed +"r (u %ne 'ur'" e "n$#. Ever#"neh"u$d (e +a&%$%ar %!h !he R"#a$ Ma!!re e( %!e. Per "na$ u e "+ !he In!erne! % n"!

'er&%!!ed.

Inte$n)+ E M)/+

In!erna$ e>&a%$ % +"r re*u$ar, r"u!%ne -"&&un%-a!%"n +"r ever#"ne %n !he addre (""). I!% e++%-%en! and +a !. A$$ e>&a%$ &u ! -"&'$# %!h !he Hu&an R%*h! C"de, h%-h R"#a$Ma!!re u''"r! and en+"r-e .

Inte$net E M)/+

Per "na$ In!erne! &a%$ % n"! 'er&%!!ed "n R"#a$ Ma!!re -"&'u!er . In-"&%n* In!erne! e>&a%$ +"r (u %ne 'ur'" e % re-e%ved a! r"v&a! r"va$&a!!re .-"& here %! %$$ (e v%ruand 'a& -he-)ed and +"r arded !" !he 'r"'er re-%'%en!.

V/$#' P$"te.t/"n

A$$ -"&'u!er a! R"#a$ are "n "ur LAN $"-a$ area ne! "r) . A v%r!ua$ 'r%va!e ne! "r)-"nne-! !he -"&'u!er %n !he !"re !" "ur LAN a %+ !he# ere a$$ %n !he a&e (u%$d%n*.The en!%re LAN % v%ru 'r"!e-!ed, au!"&a!%-a$$#, +r"& !he In!erne! and dr%ve "n a$$ !he-"&'u!er . Fr"& !%&e !" !%&e #"u &a# ee -reen '"' u' %n+"r&%n* #"u "+ v%ru

'r"!e-!%"n u'da!e . Tha! % n"r&a$. Even !h"u*h! !here % v%ru 'r"!e-!%"n, e are !H$-"n-erned !ha! ne v%ru e &a# (e "'h% !%-a!ed en"u*h !" *e! !hr"u*h. A--"rd%n*$#, n"

'r"*ra& "r +%$e &a# (e $"aded "n an# -"&'u!er +r"& an# "ur-e, un$e a''r"ved %nr%!%n* (# !he ad&%n% !ra!"r.

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3). U*

The en!%re erver, 'r"*ra& and da!a +%$e are (a-)ed u' n%*h!$# and !"red %n +%re'r""+-a(%ne! . Te ! re !"re are d"ne +r"& !%&e !" !%&e, !" en ure !ha! !he (a-) u' 'r"-edure %re$%a($e. N"!e !ha! %! % !he a&(ar"#&a! erver !ha! % (a-)ed u'. An#!h%n* aved !" a-$%en! $"-a$ PC % n"! (a-)ed u'. I+ a -$%en!Q hard dr%ve h"u$d +a%$, a$$ da!a and 'r"*ra&

"n !ha! 'ar!%-u$ar PC %$$ (e $" !. Hard dr%ve are &e-han%-a$ dev%-e %!h &"v%n* 'ar!!he# %$$ +a%$ even!ua$$#. I! % a 0ue !%"n "+ hen , n"! a 0ue !%"n "+ %+ . There+"re, d"n"! !"re %&'"r!an! +%$e "n $"-a$ hard dr%ve .

Pr"*ra& -an (e re>%n !a$$ed (# !he ad&%n% !ra!"r. H" ever, da!a +%$e &a# (e *"ne+"rever. I+ a u er +%nd a 'r"*ra& $" ! "r -"rru'!ed, !he u er h"u$d -"n!a-! !head&%n% !ra!"r. I+ %! a !"red "n Sa&(ar"#&a!, !he ad&%n% !ra!"r %$$ a!!e&'! !" re !"re!he +%$e.

Inte++e.t#)+ R/08t':

R"#a$ re 'e-! and % -"&&%!!ed !" !he 're erva!%"n "+ %n!e$$e-!ua$ r%*h! . R"#a$ %

-"&&%!!ed !" !he $a . There+"re, R"#a$ %$$ n"! !"$era!e !he 're en-e "+ !"$en "r '%ra!ed"+! are. R"#a$ %$$ n"! !"$era!e !he d" n$"ad%n* "+ an# +%$e , %n-$uded (u! n"! $%&%!ed !"$% ! , '%-!ure , da!a, 'r"*ra& , &u %-, v%de" , "r an# "!her -"'#r%*h!ed +%$e.

N"n ?#'/ne'' U'e "! R"y)+ ' C"&*#te$

R"#a$Q -"&'u!er &u ! a$ a# (e ava%$a($e %!h -a'a-%!# !" a--"&'$% h %! (u %ne"(8e-!%ve . N" 'er "n &a# d%re-!$# "r %nd%re-!$# re !r%-!, "r %n!er+ere %!h !he -"&'u!er andne! "r) +un-!%"na$%!#, "r %n an# a# %nh%(%! %! a(%$%!# !" &ee! !he (u %ne "(8e-!%ve "+R"#a$. A--"rd%n*$#, 'er "na$ u e % !r%-!$# +"r(%dden. N" u er &a# -"'# a +%$e %n-$ud%n*

(u! n"! $%&%!ed 'r"*ra& , da!a, # !e& +%$e "r an# %n+"r&a!%"n "n !he -"&'u!er # !e&"r %! ne! "r) +"r 'er "na$ u e. An# -"'%e "+ +%$e "r da!a +"r (u %ne u e &u ! +%r ! (ea''r"ved %n r%!%n* (# !he ad&%n% !ra!"r.I++e0)+ #'e "! R"y)+ ' ."&*#te$

N" 'er "n &a# u e R"#a$Q -"&'u!er +"r an# 'ur'" e !ha! a -"ur! "+ $a "u$d +%nd%na''r"'r%a!e. Tha! "u$d %n-$ude, %!h"u! $%&%!%n* !he *enera$%!# "+ !he +"re*"%n*,

'ur'" e$# u %n* !he -"&'u!er !" a!!a-) "!her -"&'u!er ("&(%n* , !"re %$$e*a$ +%$e ,!"re '"rn"*ra'h#, -rea!e v%ru e , $aun-h v%ru e , %n!er+ere %!h an# ne! "r), *a%nunau!h"r%=ed a--e %n!" an# -"&'u!er ha-)%n* , d" n$"ad, !"re "r d% !r%(u!e-"'#r%*h!ed +%$e , $aun-h 'a&, d% e&%na!e hara %n*, a(u %ve, $ander"u "r

'"rn"*ra'h%- -"n!en!, 'r"v%de !"ra*e +"r har("ur +%$e "+ n"n>R"#a$ Ma!!re -"n!en!.

C"&'u!er err"r , and -ra he

A$$ -"&'u!er and 'r"*ra& err"r -an -ra h +r"& !%&e !" !%&e. A u er h" ha !h%ha''en h"u$d %n+"r& !he ad&%n% !ra!"r. The ad&%n% !ra!"r )ee' a $"* "+ err"r and-ra he +"r !he 'ur'" e "+ &a%n!enan-e and arran!#. I+ !he ad&%n% !ra!"r % n"! ava%$a($e,!he u er h"u$d re "$ve !he % ue a (e ! a '" %($e and end !he ad&%n% !ra!"r a n"!e +"r!he $"*.

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P"we$e2 U*

A$$ u er %$$ (e re '"n %($e +"r '" er%n* "++


34/49

SECTION : STORE ADMINISTRATION

FLOW OF INFORMATION AN OVERVIEW

C"&&un%-a!%"n % !he %n*$e &" ! %&'"r!an! +a-!"r %n de!er&%n%n* !he u--e "+ R"#a$

Ma!!re . 3%!h"u! +%r ! 0ua$%!# -"&&un%-a!%"n e "u$d (e una($e !" a-h%eve an# "+ !he-"&'an#Q *"a$ . A! R"#a$ Ma!!re e erve "ur -u !"&er d%re-!$#, %!h"u! an#&%dd$e&an !e' , !here+"re e++%-%en! -"&&un%-a!%"n % v%!a$ !" "ur urv%va$.

The -"&&un%-a!%"n 'r"-e %n a$e (e*%n hen a -u !"&er en!er a R"#a$ Ma!!reh" r""& and % *ree!ed (# a a$e 'er "n. The -"&&un%-a!%"n 'r"-e end hen !h%-u !"&er re-e%ve !he 'r"du-! !he# have 'ur-ha ed. A$$ -"&&un%-a!%"n (e! een !he e! " '"%n! %$$ de!er&%ne he!her "r n"! !h% -u !"&er re-e%ve !he r%*h! 'r"du-!, a! !her%*h! 'r%-e, a! !he r%*h! !%&e and %n !he 'r"'er &anner. The 'e"'$e h" %$$ a ure !h% a$$ha''en de'end u'"n -$ear, -"n-% e r%!!en -"&&un%-a!%"n +r"& !he a$e 'e"'$e !"a--"&'$% h !he%r *"a$ "+ &a)%n* !he -u !"&er ha''#.

There are &an# '%e-e "+ 'a'er #"u %$$ r%!e !hr"u*h"u! !he -"&&un%-a!%"n 'r"-e .

The# %$$ %n-$ude "rder +"r& , "rder -han*e +"r& , re-e%'! , -red%! &e&" , %n !an! &e&"and &"re. I+ e $"") a! "n$# "ne "+ !he& !" ee h" &an# 'e"'$e %$$ hand$e %! and &u !rea-! !" %! #"u %$$ under !and h# !he r%!%n* &u ! (e " -$ear.

;"ur "rder +"r& %$$ (e 'r"-e ed !hr"u*h !he +"$$" %n* !a*e

F/$'t !he "rder "r!er %$$ e a&%ne #"ur "rder !" $"") +"r !he +"$$" %n*%n+"r&a!%"n (e+"re de-%d%n* h" *e! %! ne ! and here %! % !" (e +%$ed

I -u !"& "r) !" (e d"ne I !here &er-hand% e !ha! &u ! (e "rdered I !he &er-hand% e !" (e de$%vered I+ ", hen Are !he 'r%-e a--ura!e

Ha !he "rder (een 'r"'er$# en!ered "n !he Da%$# Order Re'"r!Se."n2 !he "rder en!r# 'er "n %$$ e a&%ne #"ur "rder and &u ! (e a($e !"%n!er're! !he +"$$" %n* (e+"re !urn%n* %! %n!" an %nv"%-e

Are !he na&e, addre , '" !a$ -"de, !e$e'h"ne nu&(er and %n !ru-!%"n +"rde$%ver# -"&'$e!e and $e*%($e

Are !he 'r"du-! -"de -"rre-! D"e !he de -r%'!%"n "+ !he 'r"du-! a*ree %!h !he -"de Are a$$ !he 'ar! $% !ed I !he 'r"du-! 'r"'er$# 'r%-ed I !he "rder 'r"'er$# !"!a$ed Are !he 'a#&en! !er& -"rre-!

T8/$2 !he 'r"du-!%"n +"re&an %$$ e a&%ne #"ur "rder !" de!er&%ne !he +"$$" %n*

I !here an# 'e-%a$ 'r"du-!%"n re0u%re&en!

I !here an# 'r"du-!%"n &a!er%a$ !ha! &u ! (e "rdered

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F"#$t8 !he areh"u e &ana*er %$$ e a&%ne #"ur "rder. S"&e "+ !he %!e& he %$$ (e $"")%n* +"r are

D" e have !h% &er-hand% e %n !"-)

I !he &er-hand% e $"-a!ed "&e '$a-e "!her !han %n !he areh"u e Can e &ee! !he de$%ver# re0u%re&en!

CUSTOMER TRANSACTION FORMS

Ever# !ran a-!%"n %nv"$v%n* -a h, -he0ue, -red%! -ard "r de(%! -ard +"r ever# -u !"&er% re-"rded "n "ne "+ !he +%ve "r%*%na$ !ran a-!%"n d"-u&en! de %*ned +"r !h% 'ur'" e.The +%ve "r%*%na$ !ran a-!%"n d"-u&en! are

1. "rder +"r&

2. re-e%'!

/. -han*e +"r& and


36/49

2 A -u !"&er -"&e %n!" #"ur !"re and &a)e a 'a#&en! "n a--"un! (# -he0ue. La!er!he -u !"&er -a$$ +r"& h"&e and a ) #"u !" de !r"# !he -he0ue a %! a r%!!en "n !her"n* a--"un!. The# 'r"&% e !" (e %n !he ne ! da# %!h !he 'r"'er -he0ue. Th% re-e%'!-ann"! (e v"%ded (e-au e !he -u !"&er !%$$ ha h% -"'#. In !h% %!ua!%"n a e-"nd re-e%'!&u ! (e r%!!en %n rever e !" h" a re+und +"r !he "r%*%na$ -he0ue.

ORDER PROCESSING

A !ran a-!%"n % !he e -han*e "+ &"ne#, -red%!, &er-hand% e "r an#!h%n* "+ va$ue. A!ran a-!%"n d"e n"! have !" (e ! "> a#. I! -an (e a$$ "ne %ded u-h a *%v%n* a-u !"&er a +ree '%$$" , "r "++er%n* a -u !"&er a +ree de$%ver# .

A$$ !ran a-!%"n &u ! (e re-"rded "n !he a''r"'r%a!e +"r&. Fa%$ure !" re-"rd a !ran a-!%"n"r 'ar! "+ a !ran a-!%"n -"n !%!u!e +raud. Fraud -an re u$! %n !er&%na!%"n "+ e&'$"#&en!%!h"u! n"!%-e "r 'a# %n $%eu "+ n"!%-e andre+eren-e $% ! -u !"&er re+eren-e ("") .

AT HEAD OFFICE !he +%$%n* # !e& % (a ed u'"n !heDELI4ER; DATE. Order are +%$ed (# de$%ver# da!e " 'r"du-!%"n, de$%ver# and %nv"%-%n* -an (e '$anned and -""rd%na!ed,re u$!%n* %n !he r%*h! -u !"&er re-e%v%n* !he r%*h! *""d a! !he r%*h! 'r%-e "n !he r%*h!

da#. The a!e 'er "n r%!e !he de$%ver# da!e "n !he "rder. I+ a 'e-%+%- da!e % nQ! )n" na! !he !%&e !he "rder % (e%n* r%!!en !hen !he a$e 'er "n -h"" e a 'e-%a$ -a!e*"r#and +%$$ %n !he %n+"r&a!%"n.

The -a!e*"r%e !ha! &a# (e -h" en are

DATE OF ORDER

Th% % !he da!e !he "rder % a-!ua$$# r%!!en "n.


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DELIVERY DATE

Th% % !he 're-% e da# !he de$%ver# % !" (e &ade +r"& "ur +a-!"r# !" !he -u !"&erQh"&e. The +"r&a! %n-$ude ("!h !he Qna&eQ "+ !he da# a e$$ a !he Qda!eQ. Th% % a e$+>-he-)%n* &e-han% & !" en ure !he da!e ha (een 'r"'er$# %den!%+%ed. The da!e "u$d $"")$%)e

!h% ... Thur 1 Se'! 2 2The "n$# e -e'!%"n !" u %n* a 're-% e da!e %n !h% area "+ !he "rder +"r& % %+ !he !er&ASAP % &"re a''r"'r%a!e. F"r e a&'$e, !he -u !"&er &a# (e "rder%n* &er-hand% e,h%-h % !e&'"rar%$# "u! "+ !"-). The# an! !he de$%ver# &ade a ""n a !he !"-)arr%ve , (u! #"u d"nQ! )n" ha! !ha! da!e %$$ (e. An"!her e a&'$e &a# (e !he -u !"&er$%ve "u! "+ !" n. The# an! !he%r de$%ver# !" (e &ade a ""n a '" %($e, (u! #"u areun ure e a-!$# ha! da!e !ha! %$$ (e.

TO ADVISE DATE

A$ " )n" n a a $a#>a> a# , !h% % an a''r" %&a!e da!e %nd%-a!%n* a '"%n! %n !%&e !he-u !"&er %$$ adv% e a &"re 're-% e da!e.

PICK UP DATE

Th% % !he 're-% e da!e !he -u !"&er % e 'e-!ed (a-) !" '%-) u' !he%r &er-hand% e+r"& !he !"re.

The "n$# e -e'!%"n !" u %n* a 're-% e da!e %n !h% area "+ !he "rder +"r& % %+ !he !er&ASAP % &"re a''r"'r%a!e. F"r e a&'$e, !he -u !"&er &a# (e "rder%n* &er-hand% e,h%-h % !e&'"rar%$# "u! "+ !"-). The# an! !he de$%ver# &ade a ""n a !he !"-)arr%ve , (u! #"u d"nQ! )n" ha! !ha! da!e %$$ (e.

TRANSHIP DATE

Th% % !he 're-% e da!e !he &er-hand% e &u ! (e "n hand a! !he !"re %n "rder !" (erede$%vered (# a !h%rd 'ar!# -ar!a*e "r +re%*h! erv%-e. DATE TAKEN

Th% % !he 're-% e da!e !he &er-hand% e ha a-!ua$$# (een !a)en "u! "+ !he !"re (#!he -u !"&er.

One O$2e$ Pe$ C#'t"&e$ Pe$ De+/-e$y The "rder +"r& % -en!ra$ !" -u !"&er erv%-e. The a$e 'er "n &u ! u e !he "rder +"r&!" -"&&un%-a!e a$$ !he %n+"r&a!%"n ne-e ar# !" head "++%-e %n "rder !" a!% +# !he-u !"&er.

The "rder +"r& &a# (e -han*ed and a&ended an# nu&(er "+ !%&e (# u %n* -han*e+"r& , -red%! +"r& , re-e%'! and &e&" h%-h &u ! (e a!!a-hed !" !he "rder +"r&. On-ea!!a-hed, !he e "!her +"r& are -"n %dered !" (e 'ar! "+ !he "rder +"r&. On-e !he&er-hand% e % %n !he -u !"&erQ hand , !he "rder % -"n %dered -"&'$e!e.


38/49

Tha! "rder %$$ "n$# (e $"")ed a! a*a%n %+ !here % erv%-e "r) "r an ad8u !&en! "n!ha! &er-hand% e.

O$2e$' 3e!"$e De+/-e$y In-"/.e A!te$ De+/-e$y

3e +re0uen!$# 'ea) "+ "rder , %nv"%-e and a$e a %+ !he# are !he a&e, re*ard$e"+ he!her !he *""d have (een de$%vered "r n"!. 3h%$e !h% !er&%n"$"*# u ua$$#-"nve# ade0ua!e &ean%n*, !here are !%&e hen &"re 're-% %"n % re0u%red. T" 'u!"rder and a$e %n 'er 'e-!%ve, here % an "verv%e "+ !he R"#a$ Ma!!re a$e# !e&

Cu !"&er !ran a-!%"n !ar! %!h an "rder. Even !h"u*h an "rder % a $e*a$ -"n!ra-!, (%nd%n* R"#a$ Ma!!re and !he -u !"&er %n a !ran a-!%"n, n" a$e % re-"rded a! !h% !%&e.

Ta)en are an e -e'!%"n. See (e$" . A--"rd%n*$#, n" a$e % -red%!ed !" !he !"re, n"-"&&% %"n % re-"rded, and n" !a % re-"rded. In !he a--"un!%n* en e, !he "rder % "n$#a &e&" +"r +a-!"r# and de$%ver# '$ann%n* !ha! re-"rd &"ne# re-e%ved +r"& !he -u !"&er.There are !"" &an# un-er!a%n!%e !" 8u !%+# re-"rd%n* !he a$e un!%$ a+!er de$%ver# % &ade.

The da# (e+"re !he de$%ver# da!e, !he "rder % 'u$$ed +r"& %! +%$e and %nv"%-ed " !he*""d -an (e $"aded "n !he !ru-) and de$%vered !" !he -u !"&er !he +"$$" %n* da#. The

'r%&ar# 'ur'" e "+ !he %nv"%-e % !" au!h"r%=e and %n !ru-! !he de$%ver# "+ !he *""d !"!he -u !"&er. Inv"%-%n* % a$ " %&'"r!an! (e-au e %! 'u$$ a$$ !he re$evan! de$%ver#%n+"r&a!%"n !"*e!her " !he dr%ver ha -$ear -"n-% e %n+"r&a!%"n !" *e! !he r%*h! *""d !"!he r%*h! -u !"&er "n !he r%*h! da# +"r !he r%*h! 'r%-e. The e-"ndar# 'ur'" e "+ !he%nv"%-e % !" -red%! !he !"re %!h !he a$e, !" -red%! -"&&% %"n , !" re-"rd !he a$e !aand !" +%na$%=e !he -u !"&erQ a--"un!. A! !h% '"%n!, !he "rder ha (e-"&e an %nv"%-e.

O$2e$ F"$& Ve$'#' In-"/.e

The d% !%n-!%"n (e! een an "rder and an %nv"%-e % %&'"r!an! " !he -u !"&erQ a--"un!-an (e u'da!ed 'r"'er$#. I! % "ne !h%n* !" &a)e a -han*e !" !he COD (a$an-e !he

'a#&en! due "n de$%ver# "+ a -u !"&erQ "rder and a !"!a$$# d%++eren! !h%n* !" &a)e a-han*e !" !he%r R"#a$ Ma!!re Char*e A--"un!. F"r "ne !h%n* &an# "+ !he e -han*ea++e-! -"&&% %"n . There+"re d%++eren! !#'e "+ ad8u !&en! re0u%re d%++eren! +"r& , !he&a%n d% !%n-!%"n (e%n* % !he ad8u !&en! (e%n* &ade (e+"re "r a+!er !he de$%ver# "+ !he&er-hand% e.

QQTa)en QQ are hand$ed a (%! d%++eren!$# !he# (e-"&e %nv"%-e h"r!$# a+!er "ur "++%-ere-e%ve !he "rder .

T)00/n0 G""2' F"$ C#'t"&e$'

I! % "+!en ne-e ar# !" re erve a 'ar!%-u$ar %!e& +"r a 'ar!%-u$ar -u !"&er. Th% %$$ ha''enhen !"-) % $" , "r !he -u !"&er % (u#%n* a 'e-%+%- +$""r &"de$. ;"u &u ! +%$$ "u! a"$d !%-)e!, h%-h &u ! (e a!!a-hed !" !he &er-hand% e %n 0ue !%"n. I+ !he &er-hand% e %

$"-a!ed "++ #"ur 're&% e , !he "$d !%-)e! &a# (e a!!a-hed !" !he a--"un!%n* -"'# "+ !he"rder +"r& and en! !" head "++%-e.


39/49

In add%!%"n !" +%$$%n* "u! a "$d !%-)e!, #"u &u ! &a)e re+eren-e "n !he "rder +"r& !"-"n+%r& !he !%-)e! ha (een -"&'$e!ed. Th% % d"ne (# r%!%n* !he "rd !a**ed %!h a-%r-$e ar"und %! ne ! !" !he %!e& %! &a)e re+eren-e !" "n !he "rder +"r&. In !h% &anner, %+a -u !"&er -han*e !he%r &%nd a+!er !he &er-hand% e ha (een !a**ed, e are a$er!ed !"!he +a-! a !a* ha (een a!!a-hed !here(# re erv%n* !he &er-hand% e and e have an"''"r!un%!# !hen !" re&"ve %! !here(# &a)%n* %! ava%$a($e +"r a$e "n-e a*a%n.

WHERE ARE THE GOODS 3EING SHIPPED FROM )n2 TO7

I+ R"#a$ Ma!!re d%d (u %ne +r"& "n$# "ne hu*e $"-a!%"n, %! "u$d (e a %&'$e &a!!er!" de$%ver !he r%*h! *""d !" !he r%*h! -u !"&er. The h%''er "u$d have "n$# "ne '$a-e !"$"") +"r !he *""d he &u ! h%'. Our h%''er h" ever ha &an# $"-a!%"n +r"& h%-h he&a# (e h%''%n*, "+!en de'end%n* "n ava%$a(%$%!# and !he -u !"&erQ need .

3hen an "rder % (e%n* r%!!en, !he a$e re' &u ! !h%n) a("u! !he $"*%- "+ *e!!%n* !her%*h! *""d !" !he r%*h! -u !"&er "n !he r%*h! da#. A &en!a$ -he-)$% ! &a# $"") $%)e !h%

I !h% %!e& %n !"-) a! !he areh"u e I+ n"!. I %! %n !"-) a! "ne "+ !he !"re I+ #e . I %! 'ra-!%-a$ +"r !he !ru-) !" '%-) %! u' a! !ha! !"re "n %! a# !" !he -u !"&er I+ n"!. I %! 'ra-!%-a$ !" !ran +er !he *""d !" !he areh"u e %n !%&e !" h"n"r

!he 'r"&% ed de$%ver# da!e +"r !he -u !"&er.

I+ u %n* a !ran +er !" end *""d (a-) !" !he areh"u e +"r h%'&en!, %n-$ude %n !he ("d#"+ !he "rder !he Tran +er F"r& Nu&er%-a$ Nu&(er and da!e !" (e h%''ed, %n "rder !"%n ure !ra-)%n* "+ !he *""d .

Ea-h %!e& $% !ed "n !he "rder +"r& ha a +%e$d -a$$ed Ta* . The 'ur'" e "+ !h% +%e$d % !"%n+"r& "ur h%''er and %nv"%-e de'ar!&en! !he $"-a!%"n "+ !he &er-hand% e a! !he !%&e "+

(%$$%n* and $"ad%n* !he !ru-). 3%!h !h% %n+"r&a!%"n "ur h%''er )n" here !" 'h# %-a$$#$"") +"r !he &er-hand% e and "ur (%$$%n* de'ar!&en! )n" h%-h %nven!"r# !" u'da!e.

Th% +%e$d &u ! AL3A;S (e +%$$ed %n, even !h"u*h +"r !he va ! &a8"r%!# "+ -a e !he!a* $"-a!%"n % u ua$$# 3H . A ! ">d%*%! -"de re're en!%n* e%!her !he areh"u e3H "r !he !"re $"-a!%"n % u ed.

CANCEL ENTIRE ORDER AND KEEP DEPOSIT AS RESTOCKING FEE

3hen an "rder % -an-e$ed (e-au e !he -u !"&er n" $"n*er an! !he *""d and e are*"%n* !" )ee' !he de'" %! a a re> !"-)%n* +ee, !here are evera$ '"%n! !" &a)e !he-an-e$$a!%"n ea #.

1. U e an "rder -han*e (e-au e !h% % (e+"re de$%ver#.2. Iden!%+# !he de$%ver# da!e a "n !he "r%*%na$ "rder.

/. Can-e$ !he "r%*%na$ a&"un! %n (ra-)e! .7. Add !he re !"-)%n* -har*e. N"!e !ha! !he re !"-)%n* -har*e % e0ua$ !" !hede'" %! (e+"re !a .

?. Ca$-u$a!e !he ne! -han*e.. Ca$-u$a!e !he !a e .

Ca$-u$a!e !he (a$an-e. N"!e !he (a$an-e "+ !he "rder -han*e % e0ua$ !" !he (a$an-e "+ !he"r%*%na$ "rder, e -e'! !ha! %! % ne*a!%ve. Tha! % #"ur (u%$! %n -he-)%n* &e-han% &. Tha!% , !he (a$an-e "+ !he "rder '$u !he (a$an-e "+ !he -han*e h"u$d ne! "u! !" =er".


40/49

CANCELLATION OR E4CHANGE OF ORDER

PRIOR TO DELI4ER; I+ !he -u !"&er % he !" -an-e$ "r e -han*e a$$ "r 'ar! "+ !he%r"rder &a# d" " %+ !he &er-hand% e !he# are -an-e$%n* "r e -han*%n* a ne%!her-u !"& &ade n"r -u !"& "rdered and a--"rd%n* !" !he +"$$" %n* -"nd%!%"n

I+ !he &er-hand% e a "ne "+ a )%nd, a +$""r a&'$e "r redu-ed !" -$earand !he "rder % &"re !han ? da# "$d %! -an n"! (e -an-e$ed "r e -han*edand %+ !he -u !"&er re+u e !" a--e'! de$%ver#, a$$ &"n%e 'a%d a*a%n ! !he"rder %$$ (e +"r+e%!ed.

T" 'r"-e !he -an-e$$a!%"n -"&'$e!e an ORDER CHANGE FORM. Be ure !" %n-$ude ane '$ana!%"n +"r !he -an-e$$a!%"n, a e u e !he e re&ar) a %*na$ !" re-urr%n* 'r"($e& .

AFTER DELI4ER; %+ !he -u !"&er % he !" -an-e$ a$$ "r 'ar! "+ !he%r "rder !he#&a# d" " a--"rd%n* !" !he +"$$" %n* -"nd%!%"n

a. I+ !he &er-hand% e a -u !"& &ade "r -u !"& "rdered %! -"u$dnQ! (e -an-e$ed,%!h"u! Sa$e Mana*erQ a''r"va$.

(. I+ !he &er-hand% e ha (een %n !he -u !"&erQ '" e %"n +"r &"re !han ! " ee) , %!&a# n"! (e -an-e$ed.

-. I+ !he &er-hand% e % n"! %n !he "r%*%na$ ra''%n* "r % n"! %n %! "r%*%na$ -"nd%!%"n, a-har*e !" (e de!er&%ned (# !he !"re &ana*er &u ! (e $ev%ed. Th% -har*e %$$ (e-a$-u$a!ed a--"rd%n* !" an e !%&a!ed a&"un! "+ ha! %! %$$ -" ! !" re !"-) and


41/49

REFUNDS

The !"re &ana*er &u ! a''r"ve a$$ re+und . In !he &a8"r%!# "+ -a e !he re+und %$$ (e*%ven !" !he -u !"&er %n !he a&e &anner %n h%-h !he -u !"&er 'a%d %! "r%*%na$$#.There+"re, %+ !he a&"un! a 'a%d (# 4% a, !he re+und %$$ (e *%ven (# 4% a e!-. There are"&e *u%de$%ne !" +"$$" hen % u%n* re+und .

I+ !he a&"un! a 'a%d %n -a h, !he re+und -an (e *%ven !" !he -u !"&er +r"& !he !%$$ "$"n* a !he !%$$ %$$ n"! (e $e+! %n a -a h h"r! '" %!%"n. I+ %! % n"! '" %($e !" 'a# !here+und %!h -a h +r"& !he !%$$, a -he0ue -an (e re0ue !ed +r"& head "++%-e. P$ea e a$$"even da# +"r !he 'r"-e %n* "+ -he0ue .

I+ !he a&"un! a 'a%d (# -he0ue and !he -u !"&erQ -he0ue % !%$$ a! !he !"re %! &a# (ere!urned d%re-!$# !" !he -u !"&er. I+ !he -he0ue ha a$read# (een de'" %!ed !he -u !"&er&u ! a%! ! " ee) (e+"re e %$$ 'r"-e a -"&'an# -he0ue +"r !he%r re+und. Th%

'er%"d "+ !%&e en ure R"#a$ Ma!!re !ha! !he -u !"&erQ -he0ue ha -$eared !he%ra--"un!.

WHAT FORM TO USE WHEN

WRITE AN ORDER FOR A NEW CUSTOMER:

U e an "rder +"r&.

CHANGE AN ORDER 3EFORE DELIVERY:

1. F"r an# -han*e !" na&e, addre , de$%ver# da!e, !e$e'h"ne, &e!h"d "+ 'a#&en!,!a* $"-a!%"n "r 'e-%a$ %n !ru-!%"n u e an %n !an! &e&".

2. F"r an# -han*e !" &er-hand% e "r 'r%-e u e an ad8u !&en! +"r&.

CHANGE AN ORDER AFTER DELIVERY:

1. F"r an# -han*e !" &er-hand% e "r 'r%-e u e an ad8u !&en! +"r&.

2. F"r an# -han*e !" !er& "+ 'a#&en! u e an ad8u !&en! +"r&.

CANCEL AN ORDER:

U e an ad8u !&en! +"r&.

CANCEL AN ORDER AND HOLD DEPOSIT FOR FUTURE USE:

1. U e an ad8u !&en! +"r&.

2. 3r%!e a ne "rder +"r& !" re-"rd !he a&"un! "+ &"ne# !he -u !"&er ha !" 'enda! a +u!ure !%&e.


42/49

NOTE !h% !ran a-!%"n %$$ have ! " en!r%e "n #"ur da%$# -a h re'"r!. The a&"un! "+de'" %! "n !he "rder -han*e +"r& #"u have a$$" ed !he -u !"&er a a -red%! AND !hea&e a&"un! "+ de'" %! #"u have %nd%-a!ed +"r +u!ure u e "n !he ne "rder +"r&.

MISSING DOCUMENTS

A$!h"u*h ver# rare, "&e!%&e a d"-u&en! nu&(er %$$ (e &% %n* !ra%*h! +r"& !he 'r%n!er. 3hen !h% ha''en , v"%d !he ne ! e0uen!%a$ d"-u&en! and r%!e a n"!e "n %!e '$a%n%n* #"u d% -"vered !he 'r"-eed%n* d"-u&en! &% %n*. A$ ", head "++%-e &u ! (e%n+"r&ed a ""n a '" %($e.

DAILY CASH REPORT

The da%$# -a h re'"r! % !he -a h re*% !er. Ever# !ran a-!%"n %nv"$v%n* -a h, -he0ue, -red%!-ard "r de(%! -ard % re-"rded here, a are a$$ -u !"&er !ran a-!%"n +"r& . Ever# "rder+"r&, re-e%'!, "rder -han*e, -red%! and erv%-e "rder u ed % re-"rded here %n nu&er%-a$e0uen-e %!h a( "$u!e$# n" e -e'!%"n "r "&% %"n .

The da%$# -a h re'"r! a$ " re-"rd da!a u-h a !he da!e, ne! a$e (e+"re !a , -u !"&erna&e, -u !"&er a--"un! nu&(er, &e!h"d "+ 'a#&en!, a&"un! "+ 'a#&en!, !%&e "+ da#and !"!a$ +"r !he a&"un! -"$u&n .

COMPLETING THE DAILY CASH REPORT

The da%$# -a h re'"r! % -"&'$e!ed ever# (u %ne da# %n du'$%-a!e. The "r%*%na$ %en! !" head "++%-e +"r +ur!her 'r"-e %n* and !he -"'# % )e'! a! !he !"re +"r +u!urere+eren-e.

P$ea e n"!e !he da!e "n !he da%$# -a h re'"r! %n-$ude !he da# 'e$$ed "u! ("!h %n "rdand %n nu&(er . e.*. M"nda#, Au*u ! ,1@@?

The a&"un! re-e%ved +r"& !he -u !"&er % re-"rded. Re+und !" !he -u !"&er are hand$ed%n a %&%$ar &anner (u! have (ra-)e! ar"und !he a&"un! !" %nd%-a!e %! % &"ne# "u!, n"!&"ne# &.

F"r a$$ "rder +"r& , -han*e +"r& , -red%! +"r& and erv%-e "rder , !he 'a#&en! a&"un! %a$ a# %n !he (e+"re de$%ver# -"$u&n. Th% % (e-au e !he e +"r& %$$ (e %nv"%-ed $a!erand !he 'a#&en! %$$ (e re+$e-!ed "n !ha! %nv"%-e.

Re-e%'! "n !he "!her hand never *enera!e a +ur!her %nv"%-e. There+"re !he 'a#&en!a&"un! &a# (e re-"rded %n e%!her !he (e+"re de$%ver# "r !he a+!er de$%ver# -"$u&n,de'end%n* "n he!her "r n"! !he -u !"&er ha a$read# !a)en '" e %"n "+ h%&er-hand% e. In a$$ -a e , hen a -u !"&er -"&e %n!" !he !"re !" &a)e a 'a#&en!, !he"r%*%na$ "rder &u ! (e $"")ed u'. In !h% &anner #"u -an ee %+ !he -u !"&er ha re-e%vedh% &er-hand% e "r n"!, and #"u !hen )n" h%-h -"$u&n !" &a)e !he en!r# %n. A$ " #"u-an -he-) !" &a)e ure !he 'a#&en! % !he -"rre-! a&"un!. Never re$# "n !he -u !"&erQ-"'# +"r !h% %n+"r&a!%"n, a !here &a# have (een &an# -han*e &ade !" !he "rder %n-e%! a "r%*%na$$# '$a-ed. ;"ur -"'# %$$ re+$e-! !he e -han*e , h% -"'# &a# n"!.


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An"!her a# "+ !h%n)%n* a("u! !he e -"$u&n are he!her "r n"! !he -u !"&erQ 'ur-ha edha (een %nv"%-ed "r n"!. I+ !he 'ur-ha e ha (een %nv"%-ed %! % -"n %dered !" (e a+!er !hede$%ver# , I+ !he 'ur-ha e ha n"! (een %nv"%-ed %! % -"n %dered !" (e (e+"re !hede$%ver# ,

P$ea e n"!e re'a#&en! +"r NSF -he0ue are a$ a# en!ered %n !he a+!er de$%ver#-"$u&n.

CHECKING THE DAILY CASH REPORT

The &ana*er "+ !he !"re % 'er "na$$# re '"n %($e +"r !he a--ura-# "+ !he da%$# -a hre'"r! and %$$ u ua$$# (e !he 'er "n !" 're'are %!. There are -%r-u& !an-e hen !he&ana*er %$$ d%re-! !h% du!# !" an"!her e&'$"#ee, %n a$$ -a e h" ever !he 'er "n h"

're'are !he re'"r! %$$ %nd%-a!e " (# a''$#%n* !he%r %n%!%a$ !" !he a''r"'r%a!e area.

I! % re-"&&ended !he da%$# -a h re'"r! % added ! %-e and a$$ en!r%e (e d"u($e -he-)ed,a e 'er%en-e ha d%-!a!ed !h% 'r"-e &a)e !he a-! "+ end "+ da# (a$an-%n* &u-h%&'$er and 0u%-)er.

DAILY 3ANK REPORT

The da%$# (an) re'"r! ha ! " &a%n 'ur'" e

1. I! (a$an-e !he +$"a! and -arr#>+"r ard2. I! u&&ar%=e !he !"re Q (an)%n* !ran a-!%"n

Ea-h da%$# (an) re'"r! $%n) !" !he 'r%"r and u( e0uen! da#Q (a$an-e (# !he +"r ard+r"& #e !erda# and !he +"r ard !" !"&"rr" (a$an-e . The e a&"un! &u ! a$ a#a*ree.

The da%$# (an) re'"r! % -"&'$e!ed %n du'$%-a!e ever# (u %ne da# a$"n* %!h !he da%$#-a h re'"r!.

The "r%*%na$ % en! !" head "++%-e %!h a$$ !he (a-) u' d"-u&en! a!!a-hed !" !he (a-).The e (a-) u' d"-u&en! %n-$ude !he de'" %! $%', !he -red%! -ard (a!-h !"!a$ and an#"!her d% (ur e&en! v"u-her . P$ea e !a'$e !he e !" !he (a-) nea!$#, r%*h! %de u',+r"n! ard and read%n* !he a&e a# a !he da%$# (an) re'"r! %! e$+, u %n* !he !a'$e !ar*e!

(" a! !he !"' "+ !he +"r&.

The -ar("n -"'# % )e'! "n +%$e a! !he !"re %!h !he du'$%-a!e de'" %! $%', -red%! -arda$e dra+! and -red%! (a!-h !"!a$ a!!a-hed. The -red%! -ard a$e dra+! %!h !he -u !"&erQ%*na!ure &u ! (e )e'! ava%$a($e +"r aud%! (# !he (an). The da%$# (an) re'"r! % a-"nven%en! '$a-e !" )ee' !he& %n-e !he%r re0ue ! % a$ a# re+eren-ed (# da!e.


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O-e$ )n2 S8"$t

Ba$an-%n* !he +$"a! and -arr#>+"r ard %$$ "&e!%&e re u$! %n an "ver "r h"r! '" %!%"n. The e a&"un! are n"! !" (e '$u**ed . I! % a er%"u (rea-h "+ R"#a$Ma!!re a--"un!%n* '"$%-# !" (e %n '" e %"n "+ a $u h +und +"r +"r-%n* a (a$an-e.

Be%n* "ver and h"r! % 'ar! "+ da# !" da# (u %ne and % u ua$$# ev%den-e "+ a 'a'ererr"r. The e err"r &u ! (e +"und and -"rre-!ed " !he -u !"&er a--"un! are 'r"-e eda--ura!e$# a !he -u !"&er e 'e-! . Err"r %n -u !"&er a--"un! -an under&%ne a$$ "+ !he*""d %$$ and -red%(%$%!# e have !r%ed " hard !" e !a($% h %n ever# "!her a#. I! % R"#a$Ma!!re '"$%-# !" +%nd "ver and h"r! , (# re>!ra-%n* a$$ "+ !he da#Q !ran a-!%"n , %+ne-e ar#.

I+ !he "ver< h"r! -an (e % "$a!ed !" a 'ar!%-u$ar -u !"&er and %! % *rea!er !han "ned"$$ar, !he a$e re' &u ! &a)e ever# e++"r! '" %($e !" -"rre-! !he err"r %!h !he-u !"&er.

S&a$$ "ver< h"r! are an e 'e-!ed 'ar! "+ hand$%n* -a h. The e a&"un! %$$ (e re-"rded"n !he da%$# (an) re'"r! and r%!!en "++. Lar*e a&"un! "+ "ver and h"r! %$$ (e-"n %dered %n !he -%r-u& !an-e %!h h%-h !he# +a$$ and %$$ (e %nve !%*a!ed (# !heaud%!"r.

DEPOSIT SLIPS AND CASH CONTROL PROCEDURES

De'" %! &u ! (e &ade hen !he +"$$" %n* "--ur

Ca h "n hand % e0ua$ "r *rea!er !han 1 . (u %ne da# %n-e $a ! de'" %!

I!Q !he $a ! (u %ne da# "+ !he &"n!hThe R"#a$ Ban) "+ Canada % !he -"&'an# (an). R"#a$ Ma!!re u e !he Na!%"na$ D%re-!De'" %! S$%' > Me!h"d 1R +"r &a)%n* de'" %! , The NDDS > Me!h"d 1R $%' % a +"ur 'ar!+"r& h%-h &u ! a--"&'an# ever# de'" %!. The +"ur!h 'ar! % re!a%ned %n !he !"re and %a!!a-hed !" !he da%$# (an) re'"r!, h%-h % en! !" head "++%-e. Th% % n"! 'r""+ "+ de'" %!.

The !h%rd 'ar! % !a&'ed (# !he !e$$er and re!urned !" R"#a$ Ma!!re . De'" %! &ade%n 'er "n have !he advan!a*e !ha! !he re-e%'!ed de'" %! $%' % re!urned !" !he !"re%&&ed%a!e$# a 'r""+ "+ de'" %!.

A $% ! "+ -he0ue &u ! a--"&'an# !he de'" %! $%' !" !he (an). I! % 're+era($e +"r !he $% !!" (e "n !he +a-e "+ !he de'" %! $%' h" ever %+ 'a-e d"e n"! 'er&%!, an add%n* &a-h%ne!a'e -an (e u ed. F"r "'era!%"na$ -"nven%en-e %! % u e+u$ +"r !he !"re !" )ee' a du'$%-a!e-"'# "+ !he !a'e.

Da%$# (an) de'" %! are !" (e &ade a! a !e$$er, dur%n* (an) h"ur .

C"&'$e!ed de'" %! , h%-h are a%!%n* +"r !ran '"r! !" !he (an) &u ! (e )e'! under $"-)and )e#.The dra er %!h !he +$"a! % !" (e )e'! $"-)ed dur%n* !he da#, !" 'reven! a Q*ra( and runQ.


45/49

METHOD OF PAYMENT

R"#a$ Ma!!re a--e'! 4% a, Ma !er Card, A&er%-an E 're , D%re-! Pa#&en! Card ,Ca h, Che0ue and M"ne# "rder a &e!h"d "+ 'a#&en! +"r &er-hand% e. Cu !"&er% h%n* !" 'a# (# -he0ue +"r "rder *rea!er !han 2,? . &u ! have !he -he0ue -er!%+%ed"r !he !"re &ana*er &u ! -er!%+# !he -he0ue a! !he -u !"&erQ (an) 'r%"r !" !he da# "+de$%ver#.

Che0ue +"r a&"un! $e !han 2,? . &u ! (e &%-r" en-"ded, u''"r!ed (# ! " '%e-e "+ &a8"r ID "n !he (a-) "ne "+ h%-h &u ! (e 'h"!" ID , a e$$ a !he "rdernu&(er and a !e$e'h"ne nu&(er "!her !han !he re %den-e u ua$$# a "r) nu&(er here!he -u !"&er -an (e rea-hed.

I+ a -u !"&erQ -he0ue % re!urned !" u (# !he (an), "ur "++%-e %$$ dea$ %!h !he-"$$e-!%"n 'r"-e a +ar a !he# -an. I+ !he# have d%++%-u$!# -"n!a-!%n* !he -u !"&er !he!"re %$$ (e re0u%red !" a!!e&'! -"n!a-! dur%n* even%n* and C"de 7 /Mean !he -u !"&er ha @ da# +r"& !he da!e "+ de$%ver# %!h n" %n!ere ! and n"

'a#&en! un!%$ !he due da!e.


46/49

S% M"n!h Sa&e a Ca h > C"de /Mean !he -u !"&er ha 1 da# +r"& !he da!e "+ de$%ver# %!h n" %n!ere ! and n"


T e$ve M"n!h Sa&e a Ca h > C"de /12Mean !he -u !"&er ha "ne #ear +r"& !he da!e "+ de$%ver# %!h n" %n!ere ! and n"


There % a /?. re+unda($e ad&%n% !ra!%"n +ee %!h !h% "'!%"n.

PHONE IN CREDIT CARD PURCHASE

In an e++"r! !" de!er Q-red%! -ard +raudQ %+ !he -u !"&er % '$a-%n* a 'ur-ha e "ver !he 'h"ne and % he %n 'ar! "r %n +u$$ %!h a -red%! -ard '$ea e adv% e !he -u !"&er !ha! e%$$ need !" ee !he%r -ard u'"n re-e%'! "+ !he *""d .

In !he %n !an-e "+ de$%ver# "ur dr%ver %$$ au!hen!%-a!e !he -ard.

L)y % ) W)y'

Pr"du-! &a# (e $a%d a a# +"r a 'er%"d "+ u' !" % &"n!h 'r"v%ded a u%!a($e de'" %!ha (een re-e%ved. A u%!a($e de'" %! % -"n %dered !" (e 1?J "+ !he "rder !"!a$ a&"un!"r ? h%-h ever % *rea!er. De'" %! %$$ (e +"r+e%!ed "n "rder $a%d a a# +"r *rea!er!han % &"n!h %!h"u! !he -u !"&er &a)%n* u%!a($e a$!erna!%ve arran*e&en! !" !a)e

'" e %"n "+ !he%r &er-hand% e.

I+ !he -u !"&er ha (een %n re&% a! !he -"&'$e!%"n "+ &"n!h !he !"re &ana*er %!" +"$$" u' %!h a r%!!en QLa#>a> a# re&%nderQ !" !he -u !"&er. A+!er / da# , !here% n" re '"n e -an-e$ !he "rder and )ee' !he de'" %! a a re !"-)%n* +ee.

CUSTOM ORDERS

Pr"du-! n"! n"r&a$$# )e'! %n !"-) ha -u !"& &er-hand% e !a!u and &a# (e "$d "n$# %+a de'" %! "+ ha$+ !he !"!a$ 'ur-ha e ha (een re-e%ved. There are n" e -e'!%"n !" !h% ru$e.Even %+ e adver!% e N" De'" %! , #"u &u ! !%$$ -"$$e-! a de'" %! "+ 1?J hen a -u !"&"rder % %nv"$ved.

In !he even! a Q-u !"& "rderQ % -an-e$ed %!h a''r"va$ (# !he Sa$e Mana*er, and !he*""d have (een h%''ed +r"& !he u''$%er, !he !"re re '"n %($e +"r !he "rder %$$ !%$$re-e%ve !he h%'&en! "+ 'r"du-! and (e re '"n %($e +"r e$$%n* !he &er-hand% e.

COD ORDERS

A de'" %! e0ua$ !" !he -" ! "+ !he de$%ver# -har*e %+ a''$%-a($e &u ! (e -"$$e-!ed 'r%"r!" !he "rder (e%n* de$%vered. COD "rder -ann"! (e 'a%d a! "ur areh"u e u'"n '%-) u'"+ !he *""d . N"!ed "rder &u ! (e 'a%d %n +u$$ 'r%"r !" '%-) u'.


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WARRANTY

Man# 'r"du-! "$d (# R"#a$ Ma!!re are &anu+a-!ured (# !h%rd 'ar!%e . F"r !he e 'r"du-! !he +"$$" %n* -"nd%!%"n a''$#

$+ !he &anu+a-!urer ha u''$%ed a r%!!en arran!#, %! !a)e 're-eden-e "ver an# "!her arran!%e %&'$%ed "r e 're ed.

I+ !he &anu+a-!urer ha n"! u''$%ed a r%!!en arran!#, R"#a$ Ma!!re3H arran! !he 'r"du-! +ree "+ &anu+a-!ur%n* de+e-! +"r a 'er%"d "+"ne #ear 'r"v%ded %! ha (een u ed %n a--"rdan-

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