COVID-19 RETAIL STORES (AUS & NZ)POLICY AND PROCEDURE

Published 19th May 2020

This document is for all staff to adhere to when present in all

KOOKAI stores.It is imperative to ensure the

Health and Safety of our staff and customers is upheld at all times.

CONTENTS

• Health and Safety• Store plan procedure• Decal communication• Sanitary posters• Store sanitary procedure• Store sanitary for all staff• Customer Service – Social

distancing• Personal hygiene & Easing of

Restrictions• General information

HEALTH AND SAFETY

SANITISER IN STORE

GLOVES IN STORE

WEARING A MASK IN STORE

1.5 METRE SOCIAL DISTANCE (AUS)2 METRE SOCIAL DISTANCE (NZ)

PROVIDED BY KOOKAI

NOT MANDATORY TO WEAR BUT WILL BE PROVIDED BY KOOKAI

NOT A GOVERNMENT REQUIREMENT

GOVERNMENT REQUIRED

TEMPERATURE TEST PEOPLE COMING INTO STORE NOT A GOVERNMENT REQUIREMENT

DECAL GUIDELINES UPON ENTRY AND IN STORE PROVIDED BY KOOKAI

CLEANING PRODUCTS PROVIDED BY KOOKAI

FIRST AID KIT PROVIDED BY KOOKAITo be restocked by staff via stationary orders

To be restocked and checked on a weekly basis by store managers

COVID SAFE APP (AUS ONLY) KOOKAI ENCOURAGES ALL EMPLOYEES TO DOWNLOAD

MANAGE CUSTOMER ENTRY & EXIT TO ACHIEVE PHYSICAL DISTANCING ALL STORES TO IMPLEMENT

CHECK IN ON STAFF HEALTH DAILY(send staff member home if unwell)

ALL EMPLOYEES TO DO

STORE PLAN PROCEDURE

Each store has been provided with a store plan map which outlines:• Max occupancies per store (we don’t believe any stores will exceed their limit, however, please have a general understanding of this number

and if you think you’re exceeding this number, please Store Design or your Area Manager)• Locations of sanitation stations circled on your plan (front, rear and counter where your A4 Marketing collateral and hand sanitiser will

be displayed)• Using every second fitting room (close every curtain as indicted in orange on your store plan)• Floor Decals at your fitting room and POS• Using every second POS (refer to any pink markings on your plan at the counter and whether this is required for your store)

AUSTRALIA EXAMPLE NEW ZEALAND EXAMPLE

DECAL COMMUNICATION

STORE SANITARY POSTERS

STORE SANITARY POSTERS

STORE SANITARY PROCEDURE PER GRID

STORE WINDOWS Communicate in store protective procedures through marketing decals

ENTRANCE • Hand sanitiser at entrance of store • Signage outlining protective procedures in store• At least one staff member stationed at entrance of store to communicate hand sanitiser and social distancing measures in store • At least one staff member to manage number of customers entering and exiting store to adhere to store capacity policy• Keep doors open permanently whilst trading

COUNTER • One POS receiving cash to limit contamination • Hand sanitiser present at counter• Decal on floor indicating where customers need to stand• Encourage card payment – refer to signage• Clean counter frequently• Wipe down/disinfect EFTPOS machine between customers• Store phone to be disinfected regularly

FITTING ROOMS • Use every second fitting room – refer to store plan guideline• Hand sanitiser available for customer to use upon entry into fitting room • Disinfect fitting room and hangers between customers using ‘Bosisto’s Eucalyptus Spray’• Do not touch customers

SHOP FLOOR Maintain 1.5 metre social distancing at all times (AUS)Maintain 2 metre social distancing at all times (NZ)

STORE EXIT (Bag check) Staff members can kindly request a bag check whilst keeping a safe 1.5 (2 for NZ) metre distance. The best way to keep a safedistance will be for customers to extend their arms out long whilst opening their bag

STORE SANITARY PROCEDURE FOR ALL STAFF

BACKROOM • Sanitise backroom door handle frequently • Have designated area for recently tried on product to be stored • Dispose of rubbish in lined garbage bin (preferably a bin with a lid) immediately • Staff unpacking stock should wear disposable gloves • All stores must have the following posters clearly displayed in their backrooms

• ‘COVID-19 Hygiene Instructions’• ‘Daily Cleaning Checklist 2020’• ‘Store Cleaning Guide 2020’• ‘Store Information Package’

KITCHEN • Use own cutlery – bring from home, do not use shared cutlery and or crockery• Wash dishes immediately using hot soap when finished, dry thoroughly • Keep food sealed and dispose of promptly• Do not store food in fridge for more than 24 hours• One staff member to use kitchen at a time• Dispose of rubbish in lined garbage bin immediately (preferably a bin with a lid)

BATHROOM • Flush toilet with lid closed • Disinfect toilet with spray after use• Wash hands before and after use, wipe hands dry with paper• Ensure toilet paper and paper towels are restocked regularly• Avoid using tea towel/towel to dry hands and dishes to avoid contamination• Dispose of rubbish in lined garbage bin immediately (preferably a bin with a lid)

STARTING THE DAY • Disinfect hands upon arrival to work• Personal belongings to be stored in away/ in lockers at all times

CLEANING • Vacuum store and backroom every day • Mop store and backroom (if applicable) every day using floor cleaning product as per store cleaning guideline • Seal and dispose of rubbish every day – including bins under counter

AUS - IT IS A GOVERNMENT REQUIREMENT TO MAINTAIN 1.5 METRE SOCIAL DISTANCING AT ALL TIMESNZ - IT IS A GOVERNMENT REQUIREMENT TO MAINTAIN 2 METRE SOCIAL DISTANCING AT ALL TIMES

WELCOME ENGAGE & DETERMINE PURPOSE

SHOWCASE PRODUCT STYLE CONFIRM & CLOSE WRAP WITH LOVE

A team member must always be stationed in this grid, directing customers to hand sanitiser in store in a welcoming way (to

the side of the entrance)

Monitoring the number of customers coming in and out of the store, ensuring

maximum capacity is not exceeded

When approaching ensure it is slow and to the side of the customer

Take cues from the body language of the customer ensuring they are comfortable with your distance and speaking to them

If a customer would like to feel and touch the product hang it up and take a step back

If the customer is holding items and asks you to start a fitting room, you may

politely direct them to the fitting room where they can hang the product and

continue browsing

If you are showcasing product and holding the items, you may start the fitting room

for the customer

When showcasing accessories to suit the customers purpose let them know if we

have a new pair available, we can leave at the counter for them

Staff member to assess if appropriate to close curtain

Team member not to touch the customer

If customer needs assistance with zip/buttons, team member should politely

decline

Team member is still able to present jewellery and add-ons. Shoes are to be

placed on the floor for the customer to try and accessories can be placed on a nearby podium/shelf for the customer to pick up

themselves.

You can ask the customer to put their unwanted items onto a fitting room rack

Once confirmed, customer can take the item to the POS

If time permits team member should steam product for customer in order to refresh

product

Where possible, all product that has been tried on, to be steamed after

Ensure that the distancing requirements at the counter is adhered to by the customer and if not, direct customers on where to

stand

Team member to present the eftposmachine and step back while customer

steps forward to pay. Team member steps forward to complete processing sale

Place the bag directly on the POS once purchase is complete then step back for

the customer to pick up (no handing directly to the customer)

After every transaction hand sanitiser is to be used by the team member and where

appropriate eftpos to be sanitised

KEY LANGUAGE KEY LANGUAGE KEY LANGUAGE KEY LANGUAGE KEY LANGUAGE KEY LANGUAGE

“Hi, welcome to Kookai.Please use the hand sanitiser provided”

“Welcome to Kookai, there are hand sanitiser stations throughout the store if

you would like to use”

“Would you mind just waiting outside for a moment as we are at our maximum

capacity but won’t be long, thank you for your patience”

“How are you going today?”

“If you need assistance, we are here to help with anything you need.”

“Please follow me to the fitting room where we will hang your product so you can

continue to browse”

“If you wish to purchase those earrings, I will check if we have new ones available and

leave them at the counter for you”

“Unfortunately, this is not a service I can offer, however if you pop back in the

changeroom I find it is easy to rotate the dress to the front to zip almost all the way

and then twist it back”

“These earrings I am holding would look great with that jumpsuit. I will just pop

them here so you can hold them up if you would like to”

“That dress will be amazing for your date night! Leave your other items and _____

will assist you at the counter”

“I am just stepping back while the eftpos is being processed”

“Thank you for your purchase today, we look forward to seeing you in store soon”

SEQUENCE OF ‘SOCIAL DISTANCING’ SERVICE

PERSONAL HYGIENE

1. Frequently wash your hands with soap and water (and or use a hand sanitiser)

2. Maintain social distancing 1.5 metre AUS and 2 metre NZ– avoid touching others, no hugging or shaking hands

3. Maintain at least a 1.5 metre or 2 metre distance between yourself and anyone who is coughing or sneezing

4. Avoid touching your eyes, nose and mouth

5. Practice respiratory hygiene – cover your mouth and nose with your bent elbow or tissue when you cough or sneeze (then dispose of the used tissue immediately)

6. Wipe down and clean surfaces regularly

7. Clean personal property that comes to work such as, sunglasses and mobile phones with disinfectant

EASING OF RESTRICTIONS - STAYING SAFE With restrictions being eased and the community becoming more active, it's more important than ever to ensure you protect yourself and those around you.

Be vigilant when you are at work and outside of the workplace (eg. weekends, evenings, social gatherings with friends etc).

Ensure you:• follow the rules in regards to outdoor gatherings • follow the rules in regards to indoor gatherings• maintain a physical distance of at least 1.5 metres from others at all times (especially when meeting people outside

of your household)• practise good hand hygiene • stay active and healthy• take extra care if you're around vulnerable people• get tested if you have any symptoms, even if they are only mild• stay home until you get the test result, or are medically cleared

GENERAL INFORMATION

IF YOU ARE FEELING UNWELL:

1. Do not attend work if you are feeling unwell

2. If you experience fever, coughing or other flu-like symptoms, report this immediately to your doctor – advise your GP and let them know of your symptoms before you arrive.

3. If you are unwell and not fit for work, refer to our Personal Leave Policy (Australian employees) and Sick Leave Policy (NZ employees) located on the Kookaiweb -kookaiweb.com

SUSPECTED CONTACT WITH COVID-19 :

1. If you discover you have had exposure to someone who has been confirmed to have coronavirus, stay away from work and immediately inform your Manager so appropriate arrangements can be made

2. You must seek medical advice. - AUS: Call the National Coronavirus Helpline which is operates 24/7 –

1800 020 080- NZ: Call your GP or Healthline 0800 358 5453

3. You may not be able to return to work until you have medical clearance

AUSTRALIAN COVID-19 HOTLINE PH. 1800 675 398

And or visit the Department of Health athealth.gov.au

NZ COVID-19 HEALTHLINEPH. 0800 358 5453

health.govt.nz

EMPLOYEE SUPPORT LINES

Kookai Employee Assistance Program Converge International ph. 1300 687 327 convergeinternational.com.au

Beyond Blue ph. 1300 224 636 beyondblue.org.au