Calstores

Team Member Handbook

August 2013
2

Caltex values
Our energy fuels a brighter future.

We hold safety and integrity as core personal commitments

• We look after our own safety and the safety of others
• We are intolerant of personal injury
• We treat each other and the environment with respect
• We are upfront and do the right thing

We think and act like business owners

• We are results driven
• We treat the business as our own
• We never lose sight of tomorrow

We deliver superb outcomes for our customers

• We are one team, servicing our customers together
• We listen, understand and deliver

We deliver with energy, conviction and tenacity

• We act with a sense of urgency
• We are decisive and agile

We play to win
• We expect to achieve the extraordinary
• We are smart with money
• We make tough decisions to create shareholder value

We boldly find new ways to succeed

• We step out from the traditional to seize opportunities
• We are curious, adventurous and innovative
• We have the courage to change

Contents
Welcome to Calstores 4
About us 5-6
Organisational Structure 6
Calstores Commitment to You 6
Calstores Expectations of You 6
Training & Career Development 7
Induction & Training 7
Competencies 7
Performance Appraisals 7
Career Development 7
Customer Service in Calstores 8-10
Customer Service 8
Add-On & Upselling 8
Customer Complaints 8
Mystery Shopper Program 8
Console Responsibilities 8
Other Shift Duties 8
Communications & Store Meetings 8-9
The Star Promise 9-10
Code of Conduct &
Performance Standards 11-18
Diversity 11
Workplace Behaviour 11-12
Social Functions 12
Performance Standards 13
Protection of the Company’s Interest 14
Gifts from Customers or Suppliers 14
Lost & Found 14
Media 15
Email/Internet Usage & Social Media 15-16
Calstores Code of Conduct Guides 17-18
Health, Safety, Security &
Environment (HSSE) 19-24
Health & Safety Policy 19
Safety Requirements 19
Manual Handling 19-20
Alcohol & Other Drugs 20
Security 20-21
Surveillance 21-22
Loss Prevention System (LPS) 22
Tobacco Over the Counter Sales 22-23
Competition & Consumer Act Guide 23-24
Calstores Team Member Handbook: August 2013
3
Cash Handling Policy 25
Cash Handling 25
Cash 25
Card Usage 25
Customer Loyalty Programs 25
Cheques 25
Manager’s Responsibilities 25
Breaches of the Cash Handling Policy 25
General information 26-30
Rosters 26
Changing Shifts 26
Leave 26
Time Keeping 26
Pay 27
Changes to Personal Details 27
Resignation 27
Dress & Appearance 27
Company Uniform 27
Lost/Damaged Uniforms & Return of Uniforms 27
Name Badge 27
Footwear 27
Personal Grooming & Hygiene 27
Conduct in Uniform 27
Attendance & Punctuality 28
Telephone Use 28
Visitors 28
Personal Purchases 28
Consumption of General Food &
Beverage Items or Products 29
Bag & Locker Inspection Policy 29
Loss or Damage to Personal Belongings 29
Smoking 29
Parking 30
Working with Relatives 30
Transfer to another Calstores Location 30
Your Welfare 30
Team Member Acknowledgement 31
4

Welcome to Calstores

As a new team member, we welcome you to Calstores and thank you for choosing a career with us.

Caltex is a leading fuel and convenience retailer in Australia operating a retail network that includes the Starmart convenience
brand. We set the benchmark for convenience retailing and pride ourselves on ‘getting it right’ everywhere, every day,
every time with quality customer service, high store standards and a commitment to Safety that is second to none.

Our core values are not only fundamental to the success of our business, but they also represent the value we place on
character. We know that all of our team members are ambassadors of our brand, and we would encourage you to always
contemplate your actions with the following core values in mind:

This handbook contains information which supplements the information contained in your letter of offer and/or enterprise
agreement, is yours to keep and forms a key part of your orientation and induction into your new role with us.
It is designed to help you get to know Calstores, introduce you to some important policies which govern your employment
with us, tells you about important housekeeping information, and helps you understand your responsibilities to the
company.

You are expected to understand and comply with all of the policies and standards referenced within this handbook so please
read it carefully and ask for more information if you need it. Before accepting our offer of employment, you must complete
the “team member acknowledgement” at the back of this handbook to confirm you have read, clearly understood and
accepted the handbook content. Please note that a copy of this handbook and our policies are available at each site and
will be updated from time to time.

We have great faith and confidence in all of our team members. We thank you for the effort you make every day and
encourage you to enjoy your employment with us.

Congratulations on joining Calstores, we welcome you and look forward to a mutually rewarding employment relationship.

Leo Pucar
National Retail Manager
Caltex Australia Petroleum Pty Ltd
 5

About us

Our History Refining

Caltex is an Australian company with a long history. Our
roots go back to 1900 when Texaco products were first
marketed in Australia and the Caltex name has been in
Australia for almost 70 years.
The all-Australian Ampol was listed on the Australian
Securities Exchange in the late 1940s. Caltex and Ampol
both built refineries, Caltex in Sydney in 1956 and Ampol in
Brisbane in 1965, and they competed fiercely in the service
station arena and oil product marketing generally. As the
industry started to rationalise, Ampol acquired Total, and
Caltex acquired Golden Fleece – two smaller oil companies.
Caltex and Ampol merged in 1995 and the Caltex brand
has now largely replaced the Ampol brand.
Caltex only operates in Australia, with around 3,600 team
members working across the country, and while our major
shareholder is the US based Chevron, Caltex is listed on the
Australian Securities Exchange and operates independently
of Chevron, with all decisions made in Australia by its
management and Board. This distinguishes Caltex from
other refiner-marketers in Australia.
Caltex is Australia’s leading oil refiner. Combined production
at Caltex’s Kurnell refinery in Sydney and Lytton refinery in
Brisbane comprises approximately 50% petrol, 30% diesel
and 15% jet fuel. The remainder of the production consists
of fuel oil, waxes and lubricants, bitumen, sulphur, LPG and
other gasses.
Distribution
Caltex supplies products via a network of pipelines,
terminals, depots and the company owned and contracted
transport fleet.
Marketing
Caltex marketing encompasses a range of downstream
activities from retail service stations operations, to equity and
non-equity resellers and direct sales to corporate customers.
Caltex Star Mart, StarCard, StarCash, Vortex premium, Bio
E10 Unleaded, Havoline and Delo are leading sub-brands,
each with significant and growing market shares in the
respective product categories.

Company Profile
Caltex is the largest refiner and marketer in Australia. We
produce petroleum products at our two refineries and we
market these locally-refined products and also petroleum
products that we import. We have a wide range of
commercial, government and private customers, which we
supply through a network of terminal, depots and service
stations.

An Integrated Business
Our integrated business value chain incorporates supply,
refining, distribution and marketing. We are committed to
operational excellence at all levels. We strive for clean, safe,
reliable operations for the benefits of our team members,
contractors, franchisees, resellers, shareholders and the
community alike.

Supply
Caltex buys crude oil and refined products on the
international market.

Calstores Team Member Handbook: August 2013

6
About Us continued
Calstores Pty Limited –
Organisational Structure
Calstores was formed in 1999 and is a wholly owned
subsidiary of Caltex. We operate close to 100 service
stations and convenience stores in New South Wales,
ACT, Victoria, Queensland, South Australia and Western
Australia and employ over one thousand team members
as Customer Service Attendants, Assistant Store Managers,
Store Managers and Auditors.
In the Caltex organisational structure, Calstores falls under
the Retail division, which is led by our National Retail
Manager.
As Calstores operates around the country, we are divided into
five regions, these being NSW/ACT, VIC/TAS, WA/SA and
QLD/NT. Each region is led by a Retail Sales Manager (RSM).
Each region is divided into geographical territories, with each
territory being managed by a Business Manager. Calstores
Customer Service Attendant’s (CSA’s) report directly to the
Store Manager. Some stores also have an Assistant Store
Manager who may also direct day to day work.
There are a number of other Caltex teams who support
the Calstores business, including Retail Operations;
Merchandise; Accounting and Human Resources. Ask your
Manager to provide you with more details.
Calstores Commitment to You
As a business, we recognise that our success is largely
dependent on the skill and ability of our team members. As
such Calstores makes the following commitment to team
members in order to provide a rewarding and satisfying
working environment:
• To provide a safe working environment
• To create an environment where team members are
treated with respect and courtesy
• To be fair and reasonable in dealing with team members’
concerns and issues
• T o keep our team members informed about Calstores,
including regular communication on major issues or
initiatives
• To regularly seek team member input and feedback on
relevant programs and initiatives
• To provide adequate facilities and equipment
• To provide opportunities for appropriate training,
development, personal growth and advancement
• To provide a competitive remuneration program
• To prevent harassment and bullying in our workplaces
Calstores Expectations of You
Calstores aims to exceed customer expectations and this
means giving our customers what they want, when they
want it. Calstores expects team members to be friendly,
courteous and helpful at all times and all team members
are to work cooperatively with managers and other team
members.
We expect team members to accept and follow appropriate
instructions at all times. In the absence of appropriate
instructions, all trained and competent team members
are expected to use their best judgement to reasonably
predict what those instructions would have been and to act
accordingly.
If a Team Member undertakes secondary employment, or
other external activities, it is expected that such activities
will not adversely affect normal position accountabilities
with Calstores.
In the ever changing world of business, Calstores is
continually identifying and implementing new systems and
methods of work to keep pace with customer needs and
changing market forces. We expect that team members
will keep an open mind about change and will positively
support new ideas or programs.

Training & Career Development
Induction & Training
All new team members will receive a full induction and
training program from their first day on the job. You and
your manager are responsible for ensuring you complete
the required training during your first three months of
employment with us.
For Customer Service Attendants (CSA’s) “CSA QuickStep”
is a 10 week program designed for CSA’s to gain the
knowledge and skills needed to perform their role. The Store
Manager (or someone delegated by the store manager) will
be the QuickStep coach and will provide more details about
the program.
New team members will not be allowed or expected to work
alone until they have received the necessary compliance
training in health & safety, security, environment, LPGas,
safe food handling & preparation, cash handling and shift
balancing.
We may also require team members to participate in
additional training from time to time. Some of this
training will be arranged at locations outside of the normal
workplace.
We encourage all Calstores team members to take a pro-
active approach to training and ‘if in doubt, find out’. You
are not expected to do something for which you are not
trained for.
Competencies
Competencies play a key role in identifying career paths
and options. They represent a set of behaviours that
encompass demonstrated skills, applied knowledge and
personal attributes. These factors are definable, observable
and measurable and the set of behaviours reflects the skills,
knowledge and values that are required at a specific level.
Your Manager will discuss with you the competencies
required for your current role.
Performance Appraisals
The performance of each team member is reviewed
regularly. A written review is completed using a performance
appraisal form. During the review process, you will have the
opportunity to discuss your accomplishments as well as any
problems and concerns. You will be asked to write down
your comments and suggestions and sign your review
document.
At the end of the appraisal, an agreed development plan will
be set out to identify areas of improvement or to identify
strengths that may need to be developed / improved.
You will be given a copy of the Performance Appraisal
document and the Development Plan and a copy kept
on your personnel file. You will also agree a date for the
Development Plan to be reviewed.
Calstores Team Member Handbook: August 2013
7
Career Development
You have room to grow in Caltex. Our careers are as
diverse and challenging as our business. We encourage
internal progression and promotion through all our Caltex
entities. Many Calstores team members have progressed
to management level, or moved into other Caltex roles,
including:
• Fuels Pricing Executive
• Retail Operations Analyst
• Customer Support / Service positions
• Compliance Auditor & Trainer
• Retail Support Analyst
• Merchandise / Support Analyst
• Retail Business Manager.
“I can honestly say Calstores has played a major role in
my development in Caltex”. Calstores has a wonderful
working environment with a sincere focus on safety and
best practise.
I started working in Calstores in 1998 as a CSA and have
moved through into various position in Caltex. Currently
I am the Calstores Business Manager and have a keen
interest in seeing our people develop and progress through
the business. With the diversity of roles available through
Calstores including CSAs, ASMs, SMs as well as Auditors,
and the added incentive of having the opportunity of
moving through into Caltex where more than 3600 people
are currently employed, Calstores is a great place to start
a long-term career.
Charlie Nasser
Calstores Business Manager NSW
Opportunities can be found on the Caltex website at
www.caltexcareers.com.au where you can also create your
own account to:
• Receive emails with new jobs that may suit you
• Maintain your personal details
• Track and view your applications
• Create and maintain your profile so we can match you
against upcoming positions.
Your Manager may also post internal vacancy notices on
the team member noticeboard. Please discuss your career
aspirations with your manager and let him or her know
if you wish to apply for any advertised vacancies within
Calstores or Caltex.
8
Customer Service in Calstores
Customer Service
The future success of our business is directly dependent on
our customers. They are the reason we are here. They are
not an interruption in our business; they are the purpose of
it. Customers deserve the most attentive treatment we can
give them.
Our customer service standards have been developed to
meet the key retail concepts of speed, quality, selection,
price and environment. Our commitment to excellence in
customer service is essential to help secure a prosperous
future for our business.
Customer service is not limited to customers outside our
business, but includes other team members working
throughout our network. Customer service also encompasses
the maintenance of a clean and inviting environment.
Add-On & Upselling
Selling is simply helping customers satisfy their needs,
wants and desires. The more we help our customers, the
more they’ll come back again and again to Calstores. Add-
on or Upselling is simply an extension of selling that has two
main benefits:
• F irstly, it adds value to the customer and lets them know
you’re thinking of their needs
• Secondly, it increases the revenue and therefore
profitability of the business.
Customer Complaints
Should any customer have a reason to make a complaint,
team members should listen with courtesy and record the
details in the Store Communications book or Service Station
Operations Register. After an evaluation of all the facts a
decision within your authority level should be made. Your
Manager will provide information regarding your level of
authority.
Mystery Shopper Program
The Mystery Shopper Program is a component of the Caltex
“All Stars” program and is used as an indicator of the level of
service that is provided to customers. Every Store Manager
will coach team members regarding the contribution they
can make to ensure that the store team scores an “All Stars”
100%.
The Mystery Shopper Program forms part the Calstores
performance appraisal process and offers incentives/rewards
to those who achieve operational excellence.
Console (Point of Sale) Responsibilities
All Store based roles involve console (POS) responsibilities.
It is important that all team members observe the following
requirements:
• Eating and drinking at the console is not permitted
• Even during quiet periods team members are not
permitted to watch television/ DVDs, use hand-held
games or read magazines whilst on duty
• Personal effects such as handbags and mobile phones
are to be kept in a secure location away from the
console and should not be kept on your person.
Other Shift Duties
Housekeeping is the responsibility of each and every team
member.
All internal and external areas of the retail outlet should be
kept in a high standard of cleanliness. You must not ignore
or leave any spills or trip hazards unattended. Your Manager
will discuss with you the specific requirements of your site.
Communications & Store Meetings
Communications Book
Due to the nature of the business, face to face communication
in store is not always possible. Therefore each store has a
book for the purpose of daily communications.
The communications book will be provided at the console
and it is the duty of each team member to review and /
or document all items of interest that have occurred
during their shift. This could include customer complaints,
inventory shortages, any incidents regarding environment,
health and safety issues, and messages from the Store
Manager and other team members.
The communications book must not be used to record
grievances or personal messages.
Ensure that you use appropriate language in any written
communications that will not offend anyone. Any team
members identified in breaching this directive may be
subject to disciplinary action up to and including the
termination of their employment.

Site Operations Register
The Caltex Site Operations Register is an important register
of incidents that happen at a store. Any injuries, spills,
security incidents or other incidents must be recorded in
the register. All repairs and maintenance contractors are also
required to sign the appropriate section of the register.
Team meetings
Team meetings are held on a monthly basis and will be
scheduled by your manager well in advance. All store
team members must attend team meetings monthly, or at
a minimum every second month and need to advise their
manager if they are unable to attend a scheduled meeting,
in order to arrange an alternative time and means of
communication.
9
Team meetings are an important forum for discussing safety,
policies and procedures, business promotions, etc. and it is
in every team member’s best interests to ensure that they
participate.
The Star Promise
Lastly but of the highest importance, the role of all team
members encompasses ‘The Star Promise’. This is the Caltex
promise to our customers that will help us to deliver world-
class convenience retailing. Please ensure you ‘live’ The Star
Promise on each and every day.

Code of Conduct & Performance Standards
As a Calstores team member, you are the face of Caltex and
represent the company to our customers. It is important
that you behave in a way that is consistent with our Code
of Conduct and performance standards.
This section of the handbook contains information relating
to our expectations of your behaviour in your role at Caltex.
A copy of the Calstores Code of Conduct is located in this
handbook.
Diversity
Calstores Pty Ltd (“Calstores”) embrace a strong belief in the
advantages of an inclusive workplace in which individuals
of varied backgrounds and perspectives are welcomed,
encouraged and given the opportunity to contribute to
their full potential.
Ours is a work environment where employees are valued
for their distinctive experiences and the strength of their
contribution. By diversity, we mean the prevalence of
difference in our workplace, including women and men
from different countries, cultures, ethnicities, generations
and all the other unique differences in our backgrounds
that make each of us who we are.
We believe that diversity maximises opportunities to achieve
our business goals by:
• attracting, retaining, and developing the very best talent;
• increasing employee engagement and productivity;
• delivering to the customer, together as one team;
• seizing opportunities for creative problem-solving and
innovation;
• eliminating the unproductive business costs associated
with unlawful discrimination; and
• growing our business through our informed understanding
of the diverse markets in which we operate.
Our commitment to diversity forms part of a merit-based
organisational culture dedicated to the appointment of
the best qualified employees, consultants, management
and board. Our commitment applies in all phases of
employee engagement including recruitment, selection,
development, promotion, rewards and remuneration. In
particular, we seek to recruit from a rich, diverse pool of
qualified candidates at all levels.
We seek to create a work environment where people are
free to achieve their best, without encountering prejudice
regarding their gender, ethnicity, age, disability, religion,
sexual orientation or cultural differences. Caltex will not
tolerate any form of unlawful discrimination, harassment
or victimisation of an employee who raises concerns or
provides information about such conduct.
We acknowledge the need for our people to combine and
balance their career and family obligations, and recognise
the importance of caring for family members. Caltex will
explore innovative flexible work options to enable our
people to balance family and work, and in particular, to
support the care of children.
Calstores Team Member Handbook: July 2013
11
Individual Responsibilities
In addition to the responsibilities exercised by managers,
Caltex expects each individual will:
1. Demonstrate consideration for the cultural and social
differences of the people with whom they work;
2. Communicate with others courteously and respectfully;
3. Act to prevent or stop unlawful discrimination,
harassment and bullying in their workplace;
4. Raise any diversity concerns quickly with their manager
or HR representative;
5. Where a concern related to obligations under this policy
has been raised, engage quickly and constructively to
resolve that concern; and
6. Participate in initiatives that support the achievement of
Caltex’s diversity objectives.
Workplace Behaviour
All Team Members have the right to work together
in an environment free of harassment, bullying and
discrimination.
At Calstores we work as one team. We are proud that we
treat each other with care and respect. For example:
1. We work together constructively and do not undermine
each other;
2. We recognise that some behaviour that we may
personally consider acceptable may not be acceptable
to others, and we moderate our behaviour to avoid
giving offence;
3. We behave professionally at work and work-related
social functions;
4. We acknowledge that we are accountable for our
decisions, actions and behaviour; and
5. We take responsibility for our workplaces, by reporting
issues promptly.
It is important to us that all our people enjoy a supportive,
harmonious workplace, free of prejudice, harassment,
bullying and discrimination. We take all practical steps to
prevent harassment and discrimination from occurring
in our workplaces including requiring all employees to
undertake training aimed at eliminating such behaviour.
When we offer someone the opportunity to work with us,
we provide them with a copy of our Code of Conduct,
which references our Harassment Prevention and our
Diversity Policies. If an individual is found to have engaged
in unlawful harassment or discrimination, then their
employment may be terminated.
What is Harassment?
Harassment is behaviour that harms or distresses another
person, is offensive, intimidating, disrespectful or unwanted
and usually breaches anti-discrimination laws. It may
also create a risk to a person’s physical and mental
wellbeing, and breach workplace safety laws. It
does not matter whether these effects are
unintentional: if our behaviour
12
Code of Conduct & Performance Standards continued
harms or distresses another and breaches relevant laws,
then it will constitute harassment.
Regardless of whether harassment takes place face-to-
face, during a meeting, at a work function, via email, over
the internet, through social media, via text messaging,
during a telephone call or via photographs or video, the
harassment will breach this policy and the person found to
be responsible may be dismissed. They may also face other
legal penalties.
Examples of behaviour that will constitute harassment in a
work environment or work-related function include:
• making unwelcome, offensive or disrespectful jokes about
age, sex, pregnancy, race, sexual preference, disability or
religion;
• touching someone in a way that they find inappropriate;
• unwelcome sexual suggestions or invitations;
• making false claims about another’s behaviour;
• accessing internet sites which are offensive, violent, racist,
pornographic or sexually-suggestive;
• bullying someone by making them the target of
demeaning practical jokes;
• mimicking someone’s accent or disability;
• racist, homophobic or sexist comments;
• offensive or aggressive language;
• belittling a person in front of others based on their sexual
preference, cultural background or country of origin;
• treating someone detrimentally because they join or
don’t join an industrial association;
• physically intimidating someone, assault or other criminal
behaviour;
• sexually suggestive or intrusive conduct, comments,
noises and questions;
• viewing or displaying sexually suggestive or sexually
explicit images, photographs videos or objects;
• making personal or disrespectful remarks about a person’s
gender, religion, disability, age or sexual preference; or
• unwelcome or insulting comments about a person’s
appearance, anatomy or pregnancy.
The examples above are not exhaustive but help us
understand the types of behaviour that will be found to be
harassment.
Harassment Isn’t?
Reasonable action by a manager with respect to a person’s
performance issues, misconduct, policy non-compliance,
code of conduct issues, promotion, performance appraisal,
disciplinary process, transfer, demotion, retrenchment,
dismissal or the provision of employment benefits.
Dealing with Harassment
Informal Resolution
Where an individual has experienced or witnessed
harassment, he or she may attempt to resolve the issue
informally by talking about the issue directly with the person
whose behaviour they have found harmful or distressing.
Alternatively, the individual may choose to discuss the
issue with their manager or a HR representative and seek
assistance to resolve the matter informally, for example,
through discussion, education or mediation.
Formal Resolution
Where an individual formally raises a harassment issue,
Calstores will nominate an appropriate person to promptly,
sensitively and impartially review the matter. The reviewer
will provide details of the issues to those whose behaviour
is under scrutiny, and generally interview each available
employee, ensuring that those involved have an opportunity
to respond to the issues raised.
Calstores will determine the appropriate outcome following
the conclusion of the review which may include outcomes
set out in its Counselling and Disciplinary Policy.
Calstores will not tolerate victimisation of any individual
who has reported harassment.
Social Functions
On occasions there are work social functions organised for
the enjoyment of team members. As these functions are a
part of business and are aimed at promoting good team
member and client relations – all team members must meet
the following behaviour standards:
• E xcessive consumption of alcohol is not permitted– this is
both a safety and a social responsibility
• Any use of illegal drugs in the course of these functions
is totally prohibited
• Equal opportunity and anti-discrimination is a high
priority with our business and the rules and appropriate
behaviour consistent with these principles must be
adhered to
• Client and business relationships can be adversely
affected if team members forget that there is still
a business aspect to these functions and so team
members are expected to be alert to this
• Abusive language and swearing is not permitted in
our work situations and it is not permitted on these
occasions
• Respect for managers giving reasonable directions is
required
• Reasonable care of the facilities and equipment provided
is expected.
Any breach of these standards may result in disciplinary
action, up to and including dismissal.

Performance Standards
At Calstores we conduct our business according to the
highest standards of honesty, integrity, respect and fairness
when dealing with all of our customers, suppliers and team
members. We require that all of our team members meet
these high standards also. The Company takes seriously
its obligations to comply with all federal, state and local
government laws and regulations as well as common law
obligations and requires all team members to do the same.
The Calstores Code of Conduct is an integral part of guiding
team members’ behaviour and is supported by the below list
of expectations (although this list is not exhaustive). Should
you fail to observe these expectations you may be subject
to disciplinary action up to and including termination of
your employment.
You must:
• A lways put safety first and comply with health and
safety requirements
• E nsure that you treat all team members, customers and
suppliers with courtesy and respect
• E nsure that all your dealings with all team members,
customers and suppliers are fair, equitable and honest
• N ot act in an insolent, rude or abusive manner towards
customers, team members or suppliers
• N ot engage in harassing or bullying behaviour towards
other team members, customers or suppliers
• N ot discriminate on the basis of irrelevant
characteristics, such as sex, race, disability, pregnancy,
age, marital status, and sexual preference
• A lways acknowledge other people’s work and ideas
• N ot perpetrate, permit or fail to report violation of any
federal, state or government law or regulation.
• E nsure that you declare any conflict of interest between
your role as a team member of the Company and your
involvement in an outside activity
• N ot leak confidential Company information to
competitors, clients, customers or the media
• N ot misappropriate funds or property of the Company,
customers or clients
• N ot use Company information or work time for private
gain
• N ot falsify reports
• N ot breach copyright
• C omply with the rules and conditions with regard to
employment, handbooks, Calstores Policies, Procedures,
and other communications
• C omply with all reasonable and legal instructions of
managers
• P roduce a satisfactory quality or quantity of work on a
consistent basis
• F unction adequately as part of a team and co-operate
with work colleagues
• A ct in the best interests of our business
• C ontribute towards appropriate actions to correct
unsanitary conditions or poor housekeeping
Calstores Team Member Handbook: August 2013
13
• N ot accept any employment, paid or unpaid with
another organisation that is a supplier or competitor of
Calstores, or any other employment that is in conflict
with your position at Calstores whilst in the employ of
Calstores
• Ensure the highest standard of quality in customer
service
• Not sell, promote or demonstrate other unauthorised
products or services on Company property
• Not allow unauthorised persons to be in areas requiring
authorisation to enter
• Not close or open the store without authorisation
• Not use e-mail or text messages to send sexually
explicit, suggestive or other harassing material
• Not use any form of social media (e.g facebook,
twitter, myspace) in a manner that offends, intimidates,
humiliates or threatens another team member, manager
or contractor.
• Not remove any Company documents from the site.
• Not consume alcohol on the premises, other than in an
approved situation, or come to work affected by alcohol
• Not use or trade illegal drugs on the premises
Where these standards are not met, appropriate
disciplinary action will be taken. In cases where a breach of
the policy involves a breach of any law, then the relevant
government authorities or the police will be notified.
Grounds for Summary Dismissal
Summary dismissal may take place if an act of serious
misconduct is committed. Serious misconduct is any
deliberate act by any team member that is detrimental to
the good conduct of the business or the safety of our team
members or customers.
When an employee commits an act of serious misconduct,
the manager will firstly check with the relevant HR
Representative in relation to how the particular act should
be categorised.
Serious Misconduct may include, but is not limited to:
• Refusal to carry out reasonable and lawful instruction
from the manager;
• Theft of company property – including consumption of
stock without payment, including food items that have
been wasted;
• Fraud – including falsification of documents and using
company monies or company credit card for personal
reasons;
• Threatening, bullying, abusing, unlawfully discriminating
against, or harassing customer customers or colleagues;
• Physical abuse of customers or colleagues;
• Wilful damage of company property;
• Violation of responsible use of the company’s IT systems;
• Breach of confidentiality;
• Serious safety or environmental breaches;
• Impairment by alcohol or drugs at work;
• Sexual harassment.
14
Code of Conduct & Performance Standards continued
Breach of Duty of Good Faith / Breach of Trust
You are required to act in the best interests of Calstores
and not act in your own interests at the expense of
Calstores. A breach of good faith / trust may be grounds
for summary dismissal and examples include:
• U se of Company property for personal gain, this
includes equipment, stock, cash, files, intellectual
property or other property belonging to Calstores.
• Diverting Company business and profits
• Theft from the business, other team members, agents,
customers or guests
• Forgery/ falsification of records
• Falsification of your employment application form,
including misrepresentation of the skills/qualification
held, or failure to disclose a condition or situation that
will prevent you from being able to fully meet the
obligations of your employment
• Fraud of any kind – this includes fraudulent recording
of time worked (theft of time), inappropriate marking
down of stock, giving unauthorised discounts, under-
pricing or under-ringing of goods and consumption of
stock
• Selling, promoting or demonstrating products or
services is not allowed on Company property except
for activities and/or charities approved by a Business
Manager or higher.
Theft
The police will be informed of all theft incidents. It is the
policy of the Company to seek prosecution of offenders to
the full extent of the law.
Protection of the Company’s Interests
You are expected to exercise care towards business
property and report any misuse, abuse or neglect to your
Manager promptly and with as much detail as possible.
Similarly, any actions likely to damage the business
reputation in the community are prohibited and must be
reported your Manager.
Any damage or injury whatsoever to property, equipment
or person must immediately be reported to management.
Responsibility to the community and environment
It is the intention of this business to be a good corporate
citizen. The reputation and good name of our business
is highly valued, and it is important that you do nothing
that will jeopardise it. When dealing with the public you
must display a high degree of honesty. The petroleum
industry handles many products, which are pollutant when
not handled properly. Care must be taken to handle all
products in line with approved methods.
Any cleaning materials used should be disposed of
correctly and not flushed down the drainage system. An
environment spill kit is provided at each site and must be
used in accordance with designated instructions.
All foods are to be handled in a highly responsible and
hygienic manner, in accordance with all health regulations
and Company policy. Full training will be provided to you
under the Food Safety Program.
Gifts from Customers or Suppliers
You must not accept gifts or purchase incentives from
customers or suppliers, directly or indirectly, that could
be construed as an effort to influence your judgement
in favour of or against customers or suppliers. All gifts
received must be declared to your Manager.
You must not give gifts to customers or suppliers.
You must avoid:
• Any situation that is an attempt (or appears to be an
attempt) by someone who is trying to influence you by
providing favours or benefits. It makes no difference
whether a person or an organisation/company offers the
favours or benefits, nor whether the influence is direct
or indirect
• Giving gifts or benefits to anyone where the giving
might influence, or even appear to influence that person
in their work. This includes suppliers, team members,
contractors, or anyone in any position of authority.
Should you breach this directive you may be subject to
disciplinary action up to and including the termination of
your employment.
Lost & Found
All property reported missing or found must be brought
to the attention of your Manager. Any property removed
from the business and/or not reported may be considered
theft.
Media
You must not make any comments regarding any issue to
the media. All media enquiries received by Calstores must
be referred to a Business Manager or higher.
In the event of an emergency, which is likely to attract
community/media attention (including any incident
where emergency services are contacted) you should
contact your manager immediately as part of the normal
emergency response procedures.

Email/Internet Usage & Social Media
E-mail & Internet Usage
All managers will manage compliance in the use of e-mail,
internet and general computers by all users under their
control. If you are not clear about any aspect of this
information, you should check with your manager or
supervisor.
Please Remember:
• T hat you should have no expectation of privacy when
utilising Company electronic communications
• T hat the Company reserves the right to monitor all
electronic communications
• T hat your e-mail messages can be used as evidence
against you and/or Calstores / Caltex
• T hat e-mail messages deleted from your computer are
not necessarily deleted from the hard drive, and they
can often be retrieved.
This Prevents:
• T
 he leakage of confidential trade information to external
parties
• D
 amage to Calstores’ computer system by the
introduction of computer viruses
General information
• P
 ins, passwords and access codes must be kept secret
• P
 asswords should be changed frequently and advised to
your manager & vital information must be backed up
regularly and appropriately stored in accordance with
Calstores Policies and Procedures
• N
 o unauthorised software is to be installed on company
computers.
Acceptable Use
You may only use Calstores computer network,
e-mail facilities and access the Internet in connection
with Calstores business, and in accordance with the
requirements set out in this section.
Calstores business is taken to include professional
development associated with your duties to Calstores, that
has been authorised by your manager. Accordingly, any
use of Calstores computer, e-mail facilities and Internet
in connection with such professional development is
acceptable.
All corporate e-mail messages must meet the same
standards applicable to non-electronic written
correspondence, namely, they must be professional and
ethical.
Unacceptable Use
Unacceptable use explicitly, but not exclusively, includes
the following:
• U
 se for illegal purpose. This includes situations where
activities are conducted outside Australia and those
activities are considered illegal under the jurisdiction of
the country or countries in which they are conducted.
Calstores Team Member Handbook: August 2013
15
• Interference with or disruption to Calstores’ or any third
parties’ systems or use of those systems. This includes:
- distribution of unsolicited advertising
- uploading, downloading, use or propagation of any
form of malicious software (e.g. viruses, worms, Trojan
horses etc); or,
- use of the Calstores computer system to make
unauthorised entry to other information systems
- Access to, or display or dissemination of, malicious,
obscene, racial, defamatory, pornographic, violent
or other offensive material; or access to, or display or
dissemination of, any material which may constitute
harassment. This includes but is not limited to:
• display or distribution of sexually explicit
messages, images, cartoon or jokes,
• display or distribution of potentially insensitive
material of a religious or political nature, which
may be offensive to certain ethnic cultures
• display or distribution of material that is
derogatory or disparaging of any person.
- Personal financial gain. This includes on-line gambling
and share monitoring
- Distribution of ‘chain letters’
- Unauthorised disclosure of confidential information of
Calstores, Caltex or of a third party
- Representing personal opinions for those of the
Company
- Distribution of any material that is likely to damage
Calstores’ or Caltex’s business or reputation, or likely
to undermine confidence in Calstores’ management.
- Postings or submissions to Internet file servers,
newsgroups, bulletin boards, conference boards, etc.
- Intentionally obtaining or attempting to obtain access
to any communication between persons which is
intended to remain confidential
- Distribution of e-mails to an excessive number of
destinations
- Forging any message or identity
- Use in connection with external job applications
(including the distribution of resumes / CV’s).
Social Media
Social Media has Changed Our Lives
People use social media to connect, re-connect, inspire,
share, communicate and engage. We play games together.
We talk to our friends. We share our experiences, show
footage to people all over the world and upload ideas and
images to groups, communities and forums.
Companies use social media to communicate with
customers and customers can use it to connect with
brands.
Social media involves public and peer internet-based
communications. It’s immediate and enables interactivity.
It includes networking sites like LinkedIn and Facebook. It
includes blogs and micro-blogs like Twitter and Yammer.
There’s also gaming, video sharing through YouTube
and photo sharing through Flickr. You can check-in with
foursquare to earn points and badges ... and that’s just the
mainstream of social media.
16
Code of Conduct & Performance Standards continued
Why Do I Need Guidelines for Something I Do in My Own Time?
We all have obligations, even outside of working hours,
not to do things that negatively impact our work. These
obligations are reflected in the law. For example harassing
a colleague via Facebook will have the same implications
for your employment as harassing them face-to-face in the
workplace. These obligations are also captured in formal
company policies like the Calstores Code of Conduct. For
example publishing confidential Calstores information
would still be a serious breach, even when it’s done out of
work hours using your home computer.
Social Media can be a Very Public Place
to have Private Conversations.
A lot of what is said in social media is intended only to
be shared with our friends, but in such open forums,
sometimes other people are capturing the information.
That’s why it’s so important never to include confidential
information or write something about your work or a
colleague that you’ll wish you could take back. Calstores
has obligations to its employees, shareholders, business
partners, communities and customers. That’s why we care
what the people connected with us say in social media.
Our Expectations
1. BE DISCREET
Follow the care and own values. Don’t disclose any
confidential information about Calstores, our customers
or your work. If you’re not sure whether you should
reveal something, then it’s best not to. We all have a
legal obligation not to publish confidential or proprietary
information. Respect other people’s privacy. It’s important
not to publish information about colleagues, customers or
business partners.
2. BE RESPECTFUL
Don’t mix personal use of social media with your work in
ways that could damage Calstores’s reputation. It’s also
important not to undermine your effectiveness at work
when using social media. In other words, don’t damage
your relationships with colleagues or others through social
media, by making offensive comments or jokes about
people you know through work. Remember our value
of serve. It’s important never to insult our customers,
colleagues, suppliers or competitors.
3. DON’T SPEAK ON OUR BEHALF
Ensure you don’t imply endorsement by Calstores of your
personal views. As the largest fuels refiner, marketer and
leading convenience retailer in Australia, we attract a lot of
discussion. Most people have opinions on topics like petrol
pricing or alternative fuels. In the social media space, once
someone says they work at Calstores, people think their
view is that of the business. So it’s important to say that
your comments are your personal opinion.
4. BE TRANSPARENT
Be open and upfront about your intentions when you’re
commenting and don’t write with an ulterior motive.
HAVE FUN, BUT TAKE CARE!
We don’t want to interfere, so have fun in social media.
But just remember, if it’s a forum or conversation that
could impact Calstores or Caltex – then take care!
If you have any questions about these guidelines, please
email: socialmedia@Calstores.com.au
17

Health, Safety, Security & Environment (HSSE)
Calstores has an absolute commitment to the safety of
our team members and customers. If you do not think
something is safe it’s our policy that you do not do it. At
Calstores we make safety number 1 above all else, including
customers and profits.
The Company also has three OE Tenet Principles which you
will learn more about through your induction. These are:
• Do it safely or not at all
• There is always time to do it right
• When in doubt, find out.
Calstores is concerned to ensure the safety of team members
at work, and avoidance of personal injury is a primary
objective. Calstores undertakes to provide you with a safe
and clean work environment, but you have a major part
to play in being safety conscious and observant in respect
to potential hazards and bringing these to the attention of
your manager. Accidents and injuries can be prevented.
Health & Safety Policy
The Company aims to provide a safe and healthy workplace
for all its team members and contractors, and to operate in
a way that will not adversely affect the health and safety of
its neighbours, customers or the public.
The Company expects all managers, team members and
contractors to be held accountable in achieving a safe and
healthy workplace.
To achieve these aims the Company will:
• Integrate health & safety into business strategy and
planning, so that risks to health & safety are considered
in business decisions, and establishing health & safety
objectives and targets is part of the Company’s business
planning process
• Maintain systems to identify and manage risks to the
health & safety of team members, contractors and the
communities in which the Company operates, and
prevent health & safety incidents
• Measure health & safety performance to monitor
improvement and progress towards the Company’s goal
of zero injuries and incidents
• Document and report health & safety performance
throughout the organisation and publicly
• Allocate resources to effectively manage the Company’s
health & safety risks
• Comply with health & safety legislation, other
requirements to which subscribes and with the
Company’s health & safety management systems.
Compliance will be verified through regular line
management monitoring and auditing
• Communicate health & safety priorities and ensure
those who work with the Company are trained in and
have effective tools to achieve safe, secure and incident
free operations
• Consult with team members and the community to
provide opportunities to contribute to the making of
decisions affecting their health, safety and welfare
• Work ethically and constructively to influence proposed
Calstores Team Member Handbook: August 2013
19
health & safety laws and regulations, and debate on
emerging issues
• Hold all levels of the Company’s workforce accountable
for health & safety performance in their areas, and
responsible for health & safety performance in their
work
• Be good stewards of our products by providing
information and advice on safe and responsible use of
our products throughout the production and supply
process
• Be prepared for emergencies, so that the outcome of
any incident may be mitigated quickly and effectively.
Safety Requirements
• B y law the forecourt is strictly a no smoking area and
you must ensure that all customers and team members
adhere to this for their and your safety
• You must ensure no customer or team member uses a
mobile phone near the petrol / diesel pumps
• You must be familiar with the location and operation
of all emergency product cut-off switches and fire
extinguishers
• Fuel may only be filled in approved metal containers
or plastic containers marked with AS2906. It is your
responsibility to ensure compliance
• You cannot fill BBQ LP Gas bottles until you have
completed the training course and then you must
adhere to all the safety practices. In stores where
there is the Swap n Go product ensure you observe all
requirements of the exchange procedure. No LP Gas
container can be filled or swapped it if is out of date
• You must never engage in horseplay or fighting
• When handling any corrosive or hazardous materials
you must follow the correct handling procedures and
equipment provided. If in doubt, refer to the “Material
Safety Data Sheets” for instructions or consult with the
Store Manager
You are required to make yourself familiar with the
Environment, Health & Safety section of Calstores Policies
and Procedures, and to adhere to the designated procedures
in an emergency situation
Manual Handling
Manual handling covers a wide range of activities including
lifting, pushing, pulling, holding, and carrying. It includes
repetitive tasks such as packing, cleaning and sorting, and
handling loads that are unstable, unbalanced or difficult to
grasp or hold.
It is every employer’s responsibility, as far as possible, to
provide a safe working environment, which includes:
• Safe plant and equipment
• Safe protective equipment
• Manual handling aids if necessary
• Rest or exercise breaks during tiring
or repetitive tasks.
20
Health, Safety, Security & Environment (HSSE) continued
Unsafe manual handling practices may lead to a range of
muscular skeletal disorders and injuries and Calstores will
inform and train you in:
• Safe manual handling methods
• Specific manual handling hazards
• Safe work procedures
• Use of manual handling aids
• The right to ask for assistance.
What you can do:
• Lighten loads (break loads into smaller quantities)
• Reduce bending, twisting, reaching movements
• Use two or more people to carry heavy or awkward
loads
• Help to prevent muscle strain and fatigue by warming
up before working, allocating time for rest breaks, and
allowing time to gradually get used to a new job
• Use any manual handling aids and equipment provided
for the task and always seeks assistance if unsure.
Alcohol & Other Drugs
Everyone at Calstores has a responsibility to ensure that their
personal circumstances and lifestyle do not adversely affect
the health and safety of themselves, fellow employees, our
neighbours, customers or the public.
While at a Calstores workplace or when performing any
services for Calstores, individuals must not:
• Possess, sell, distribute or take illegal drugs,
• Be affected by alcohol or drugs to the extent that there is
a risk to their safety or the safety of others, or
• Return a “positive” test result when tested for alcohol or
drugs.
At a Calstores workplace Drug & Alcohol testing can be
conducted in the following circumstances;
• where an accident or near miss occurs and the company
determines it reasonable to establish whether alcohol or
drugs may have been a contributing factor,
• where there is a reasonable suspicion that a person has
drugs and/or alcohol in their system equal to or exceeding
defined cut-off levels,
• as part of the Caltex Random Drug and Alcohol testing
program, and
• where an individual seeks to return to work having
previously registered a Positive test result or informed the
company that they had a drug or alcohol problem.
As such all employees, contractors and visitors present on
any Calstores workplace or performing any services for
Calstores may be required to participate in post incident,
reasonable suspicion and random testing.
Calstores encourages anyone who has a drug and/
or alcohol problem to seek appropriate advice and
treatment. Confidential advice can be obtained through
the Caltex Employee Assistance Program by telephoning
1300 360 364.
Calstores employees can obtain further information on the
Caltex D & A Program, including more detailed information
on the testing process, and what constitutes a positive drug
and or alcohol test by accessing the Caltex OE Drug &
Alcohol Intranet webpage.
Team members must:
• Notify their manager if they reasonably believe that their
work performance is likely to be affected by alcohol
or other drugs or of if there is a possibility of risk to
themselves or others due to the effects of drugs (including
prescription medication) they are taking
• Make all reasonable efforts to ensure that other team
members comply with this policy
• Participate in alcohol and/or other drug testing when
requested
• Notify their manager or other responsible person
immediately if they have reasonable suspicion in respect
to others being under the influence of alcohol and/or
other drugs
• Seek assistance in the first part through the Caltex
EAP and if necessary through alcohol and other drug
rehabilitation programs if they believe they have an
addiction to alcohol or other drugs.
Security
The industry in which we work has a high cash flow and a
high exposure to the public. We need to be aware of the
dangers and develop habits that will minimise the potential
dangers which can occur to both life and property.
• Do not leave the shop floor unattended
• Remain alert and regularly scan shop and forecourt
• Acknowledge all customers quickly as they enter the shop
floor area.
Access to Premises
No unauthorised persons are to be admitted to secured
areas of a store such as the console area, back office and
storeroom, including off-duty team members, supplier
representatives and friends/family members of team
members.
Alarms
The type of security arrangements varies between sites.
Training from your Manager will be provided on the
specific details of your site. It is important that you maintain
awareness from shift to shift that all equipment is working
and available.
Never leave the remote alarm unattended or left in a place to
be lost or taken. If you do have reason to raise an alarm this
is considered an incident and all details must be recorded in

the Operations Register and appropriate persons notified.
Cash Handling/Bank Deposits
All monies for banking such as safe drops and final drops
must be secured immediately in the appropriate safe. A safe
designated area will be identified at each site by the Store
Manager to count tills.
Never under any circumstances leave money unattended or
unsecured at any time. The company, in the best interests
of protecting all its assets, has guidelines as to the minimum
monies to be kept in a till. Your Manager will advise you of
the designated minimum amount for you to observe.
Counting cash should be conducted outside of the view of
customers.
No monies are to be secured in desk drawers, filing cabinets
or transferable lockable containers with or without the office
door being locked.
If at any time you notice on your shift an irregularity in the
correct accountability and storage of monies you should
bring this to the attention of your Manager immediately.
Drive Offs/Insufficient Funds
It is unfortunate that at times customers are unable to pay
or do not pay for their purchases.
Those purchases, which are ‘accidents’, can be handled via
the insufficient funds procedure. Your Manager will provide
details on the requirements/actions to be observed.
Your Manager will explain to you the appropriate actions to
take when deliberate “drive offs” occur.
With both transactions it is your responsibility and duty to
complete documentation in full, pursue reimbursement
within Company policy and procedure and contact the
police as appropriate.
Team Members must make full payment for all fuel and
shop purchases immediately. Failure to pay for items will be
considered theft. Team Members are not permitted to use
the insufficient funds procedure.
Night Time Security & Front Entrance Doors
Each site has specific demographic customer flow
requirements which can determine the feasibility of
changing entrance door access from automatic to manual
as per the Security Facility Operation Timetable (‘SFOT’).
The manual option at night is desired so that you only
open the locked door as a customer approaches. Ask your
Manager what this means for your site.
It is critical that you remain extremely diligent and observant
of activity on site. As soon as you can restrict access as per
Company guidelines ensure you take this action promptly.
On every occasion, the console and storeroom doors are to
be kept closed.
In stores where night counters and counter shields are
installed these must be used according to the Security
Facilities Operations Timetable for your site.
At all times you should consult with your Manager prior
Calstores Team Member Handbook: August 2013
21
to deviating from policy and procedure. If you have any
concerns or would like to discuss security concerns,
particularly in regard to the night shift, do not hesitate to
contact your Manager.
Shoplifting
Be aware of and monitor suspicious customers and maintain
good housekeeping to maximise visibility. Acknowledging
customers as soon as they enter the store may help prevent
shoplifting.
Surveillance
Calstores employs video and audio surveillance to enhance
the security of its sites for the protection of its team
members, customers, and other persons visiting its sites.
“Video surveillance” includes all forms of CD, computer
image storage technologies that can be linked to still or
motion security cameras and used to record, store or
transmit camera images.
“Audio Surveillance” includes all forms of audio capture
and recording linked to in-store microphones that can be
used to store audio data.
All use of service station surveillance equipment by Calstores
team members must be in accordance with Calstores’
directions.
Surveillance equipment may be used to enhance security at
service stations in the following areas:
• Forecourt and shop approaches
• Drive through lanes and food service windows/counters
where such food outlets are located on the site
• Access to the service station shop and where applicable,
to any café, food or other retail outlet located on the site
• Public areas of the service station shop and /or any other
associated retail outlet
• Sales counter areas of the service station and/or any other
associated retail outlet
• Merchandising areas, storerooms and other assets.
Surveillance at Calstores is not carried out in the following
areas:
• Toilets
• Change rooms
Calstores team members are briefed as part of their
work induction process on the conduct of service station
surveillance operations and its role in enhancing security.
In Summary, our video surveillance and audio surveillance
tools are used in Calstores stores for security purposes and
are reasonably necessary for the protection of your interests.
More particularly:
a. V
 ideo cameras may be used to capture the images of
people in the store (including you);
b. Your conversations in the store may be monitored and
listened to at any time, and where the store alarm
has been triggered, those conversations
may be recorded by means of the
listening device; and
22
Health, Safety, Security & Environment (HSSE) continued
c. In appropriate circumstances, the records of your
conversations may be communicated to third parties
(e.g. police) for the protection of Caltex’s lawful interests,
or otherwise in the course of legal proceedings.
Your Manager can answer any questions you may have
regarding the location of video cameras and/or voice
recorders in your store.
Loss Prevention System (LPS)
Each team member should know the general principles
of the Loss Prevention System (LPS) and be familiar with
the specifics of his/her role to help achieve LPS goals and
objectives.
LPS is a system to prevent or reduce losses using five
behaviour based tools and proven management techniques.
This prevention or reduction of losses is achieved in a work
culture that:
• Emphasises proactive activities
• Capitalises on the job expertise of team members and
contractors
• Maximises use of positive reinforcement
• Integrates LPS tools with the daily business; and
• Practices “providing direction from the top down while
solving problems from the bottom up”.
So, what is a loss?
A loss is any unplanned event that has a negative impact on
our people and / or our business.
Our goal is to prevent or reduce the occurrence of all losses,
including but not limited to:
• Personal injuries
• Equipment or property damage (includes motor vehicle
accidents and fi res)
• Product quality/supply losses (includes releases and
product integrity)
• Agency inspections/warnings/violations
• Operational or system inefficiencies
• Financial losses (incorrect billing; incorrect vendor
payment)
• Near losses.
Any unplanned event that has a negative impact on the
Company’s performance is an incident and must be
prevented. By sharing experience, knowledge and root
causes of incidents we become more conscious which
benefits every day operation by eliminating incidents.
Before beginning any activity/task/job, after an incident
or near incident, any unusual circumstances, you should
perform an SPSA (Safe Performance Self-Assessment):
• Assess the risk
• Analyse how to reduce the risk
• Act to ensure safe operations.
All meetings of five or more people must start with a brief
Strategic Imperative (SI) Moment. This ensures that we
maintain keen awareness of the environment, health and
safety.
Your manager will ensure you complete detailed LPS training
as part of your induction and will give you a reference card
as part of your orientation to use to remind you of the LPS
principles.
If You Are Injured
All injuries in the work place, no matter how slight must be
reported to your manager immediately and noted in the
Site Operations Register. If you are injured, you may be
required to assist in the injury investigation process.
Appropriate medical attention will be arranged if it
is required and a certificate from a qualified medical
practitioner must be produced for any absence occurring
as a result of an injury. If you are required to see a doctor
or have time off work please ensure that you complete all
relevant documentation. Your Manager will advise you on
the process.
It is also important to advise your manager of any injuries
that you may have sustained outside of work that may
impact your ability to perform the duties required for your
role. Your manager will advise you on the process to be
followed.
Tobacco Over the Counter Sales
Training & Declaration
Tobacco products include cigarettes, cigars, roll-your-own
tobacco and other smoking products (for example, herbal
cigarettes – which may or may not contain tobacco) Federal
and state legislation contains numerous provisions relating
to tobacco retailing tobacco or other smoking products
must not be sold to children.
You must not sell tobacco and other smoking products to
anyone under the age of 18, even if they tell you they are
buying them for their parents or friends.
You must see acceptable evidence of age for a person before
selling them a tobacco and/or other smoking products
UNLESS you are satisfied they are an adult, do not only
check the year of birth you must also check the month and
day the customer must be over 18 years at the time you sell
them any tobacco product.
Who should I ask for Identification (ID) to ensure
certainty?
It’s not always easy to tell how old a person is. You must ask
for identification from any person who may be under 25.
This provides you with a reasonable buffer.

Who is Responsible when Tobacco Products are Sold to
a Person under 18?
The employee who sold the tobacco product is responsible.
The manager or employer of the employee (the primary
offender) who sold the tobacco product is also responsible.
What happens if Tobacco Products are Sold to a Person
under 18?
The employee who sold the tobacco product may liable
to personally pay an on-the-spot fine of up to $22,000, if
found guilty of an offence. A company (body corporate)
may receive an on-the-spot fine of up to $110,000 if found
guilty of an offence.
If you have any doubts about whether a customer’s
identification is genuine, you should refuse to sell tobacco
products to that customer.
Acceptable evidence of age includes ONLY:
• A
 current driver’s licence with photographic identification;
a passport; or a proof of age card with photographic
identification.
Note: A student card (for example, from a university or
college) is NOT an acceptable proof of age card.
Environmental health officers are authorised to enforce and
monitor compliance with tobacco legislation. These officers
monitor compliance, investigate complaints and make
inspections.
Competition & Consumer Act Guide
Purpose
The Competition and Consumer Act has two main concerns:
• First, it encourages companies to:
- Be competitive
- Operate their businesses independently from their
competitors
- Actively compete for customers and it prevents
companies from colluding with their business
competitors about price and other business matters.
• 
Second, it encourages companies to deal fairly with
consumers. It prohibits misleading and deceptive
conduct and other dishonest practices associated with
the sale of goods and services and ensures consumers
have remedies which can’t be waived where goods
or services don’t measure up to reasonable quality or
performance standards.
Penalties
• The aim of this guide is to alert you to some of the
obligations under the Act related to your area of work
• You should be aware the Act imposes substantial penalties
for breach of specific prohibited practices
Where a company breaches the restrictive trade practices
provisions (which include unlawful arrangements or
understandings between competitors) it may be fined the
greater of:
a. $10 million
b. 3 times the value of the benefit that the corporate
group has obtained that is reasonably attributable to
the contravening act or omission
Calstores Team Member Handbook: August 2013
23
c. ( where the value of such benefit cannot be
determined) 10% of the annual turnover of the
corporate group.
• Where an individual is involved in a breach of any of
the restrictive trade practices provisions $500,000.
In addition, s/he may be disqualified from being a
director of a company or from managing a company.
If the individual has committed a breach of any of the
restrictive trade practices provisions as an officer of a
company, s/he will not be able to obtain an indemnity
from that company against any fine/penalty imposed as
a result of such breach, or the legal costs of defending
the proceedings in which the individual was found guilty
of such breach
As an alternative to the civil penalties above, companies
and individuals who agree with competitors to fix prices, to
restrict outputs, to allocate customers, suppliers or territories,
or to rig bids (generally known as “cartel conduct”) may
be prosecuted for a criminal offence. The penalties for a
company are the same as those set out above. In the case
of individuals, if they are found guilty of engaging in cartel
conduct they may face a jail term of up to 10 years or be
fined up to $220,000, or both
• Where a company breaches certain consumer protection
provisions: $1,100,000
• Where an individual is involved in a breach of certain
consumer protection provisions: $220,000
• If somebody suffers loss because of a breach of the Act,
they can sue to recover that loss.
What do I do if I have any Questions?
• If you have any questions about this guide, about the Act,
or whether the Act might apply in particular situations,
talk to your Manager. You are expected to be diligent
in this area. Diligent means being alert to issues which
may have Competition and Consumer Act implications
and seeking advice before acting where you are unsure
whether or not certain conduct may breach the Act.
Contacts from Competitors
• 
Do not discuss pricing or any other matters with
competitors. Any contact by competitors carries risk and
even if the contact is for legitimate purposes, it may still
be possible that it may be misconstrued otherwise. If any
competitor contacts you and wants to discuss pricing,
or any other matter, say immediately that you are not
authorised to have the discussion and refer the matter to
your Manager straight away.
* It is important that you ask your Manager to clarify for you
who are your competitors.
Price fixing
• Don’t discuss pricing with competitors or do anything to
signal price changes to competitors
• Obtain information about a competitor’s price from
independent third parties, (eg independent price surveys
conducted by market consultants or your conversations
with prospective customers), not from competitors
• Don’t remain in meetings of trade or business
associations with competitors if prices are
being discussed. Leave any meetings
where prices, boycotts and other
24
Health, Safety, Security & Environment (HSSE) continued
matters of competitive significance are discussed. Note
your action in your diary. If the meeting is formally
recorded, request that your departure is minuted
• 
Promptly report incidents of suspected price fixing to
your Manager
* It is important that you ask your Manager to clarify for you
who are the competitors.
Consumer Protection
Misleading Conduct
• If a person is misled and suffers loss as a result, they are
entitled to sue to recover those losses
• A useful check is to ask yourself two questions:
- Is what I am saying the whole truth?
- Am I conveying a truthful impression?
• A person may still be misled, and so have a right of action,
even where ordinary people might judge the person as
particularly gullible, or lacking intelligence or common
sense.
• Silence can be misleading or deceptive
• Silence may amount to misleading conduct if your silence
conveys a misleading impression. A useful way to test this
is to put yourself in the shoes of the customer, and then
consider whether or not certain information would be
important to you (as the customer) in making a decision
about a purchase.
• F alse representations
• False representations (e.g., on labels, in advertising, by
word of mouth etc) about such things as:
- the performance characteristics of goods or
- the origin of goods
- the quality, value, grade composition, style or model
- of goods
- the need for goods or services
-the need for repairs or the availability of repair
services
- warranties.
are strictly prohibited, and carry significant fines.
Warranties/Refunds
• The main warranties consumers are entitled under the
Act are:
- that goods will have the basic quality and performance
one could reasonably expect in the circumstances
(that is, goods are of merchantable quality and have
no hidden defects)
- that goods will be fit for the particular purpose which
is stated by the buyer, or for the purpose the goods
are promoted for sale, or for the purpose which the
seller should have concluded to be the consumer’s
likely use
- that goods will match any descriptions or samples
provided to the consumer.
• If any of those warranties are breached, the affected
consumer has rights, including if the consumer demands
it, to either a full refund or replacement item
• Sellers cannot use signs which simply say ‘No refunds’,
or which infer that a consumer only has limited rights eg
‘Exchange Only’, but can use signs which clearly inform
consumers about certain permitted limits on refunds
(for example no obligation to make a refund where
customer has simply changed his or her mind, or where
the customer has no proof of purchase)
• In relation to services, the basic warranty is that services
will be carried out with due skill and care, and any
materials supplied in connection with those services
will be reasonably fit for the purpose for which they are
supplied.

Calstores Cash Handling Policy
Calstores entrusts its team members to follow all procedures
issued in relation to cash handling so that the possibility
of any loss occurring is minimised. All team members are
employed on the basis that they will be diligent and honest
during the course of their employment with the Company.
Due to the fact that our team members are in responsible
positions involving a considerable amount of cash handling,
the Company expects a very high standard of care from
them in dealing with cash. This policy outlines those
standards required.
The aim of this policy is to ensure that mistakes are not
made, incorrect or disallowed procedures are not engaged
in, and that theft does not occur.
Cash Handling
Cash handling can be defined as the handling of all cash,
vouchers, and debit and credit card transactions during the
process of a shift in one of our stores.
At the conclusion of a shift CSA’s are required to balance
all takings, explain any discrepancies, and fully complete
their shift sheets. Register variances should be nil and any
discrepancy above $2 must be explained. Unacceptable
performance in this area will be investigated and CSA’s are
expected to assist in balancing the till.
Console security requires all team members to enter a
password when logging onto a shift and that team members
must log off their console when absent from the console for
any extended period whilst performing other shift duties
and when out of sight of the console.
Passwords are to be kept strictly confidential and must not
be revealed to any other team members.
The register must not be left open if unattended under any
circumstances.
Cash
It is important that cash is not counted to balance the
register in front of customers as this poses a serious security
risk. At the end of the shift team members must check and
sign for all monies left in their care. All safe drops must be
noted on the shift sheet when Intellivend is inoperable.
Cash must not be left outside or near the register.
Team Members must handle each cash transaction
separately and open and shut the till drawer after each sale.
Card usage
Credit can only be given by the authorised methods and team
members do not have authority to deviate from this rule.
Before finalising a card transaction, it is important to check
the printed EFTPOS docket to ensure that the transaction
has been approved. POS team members must also check
the customer’s signature where applicable and ask for
additional identification (ID) if in doubt.
Calstores Team Member Handbook: August 2013
25
If the EFTPOS terminal is off line, a manual voucher may
be used for credit card purchases only. Any purchase over
the authorised floor limit which is processed manually
must be authorised by phoning the applicable credit card
authorisation line.
Customer Loyalty Programs
Please ensure you follow the correct procedures in relation
to all Loyalty Programs including in relation to MYER one
and Woolworths Everyday Rewards. These programs are in
place to provide rewards to our customers.
Misuse of Customer Loyalty Programs
The fraudulent misuse of customer loyalty cards is a serious
breach of the Calstores Cash Handling Policy. If a team
member is found to be using unwanted points or discounts
from customer transactions and applying to their own
account for personal gain, this will be considered serious
misconduct and may give grounds for summary dismissal.
It is also the policy of the Company to report all theft and
fraud to the authorities and to seek prosecution to the full
extent of the law.
Cheques
Cheques can only be accepted when authorised by the
Business Manager or Calstores Operations Manager and
under no circumstances are cheques to be cashed.
Manager’s Responsibilities
It is the Store Manager’s responsibility to ensure that all
team members who are using the register are fully trained
in all aspects of cash handling, prior to using the Point of
Sale system.
Breaches of the Cash Handling Policy
This policy is aimed at advising team members of the
consequences if they fail to meet the high standards
contained in the cash handling policy.
Where breaches do occur, the Company may take
disciplinary action, up to and including dismissal, depending
on the seriousness of the breach.
Breaches warranting instant dismissal
The breaches listed below (whilst not exhaustive) may result
in termination of employment.
• F alsely claiming that Company monies have been banked
• Stealing from the Company
• Borrowing of money from petty cash or the register
• Tampering with equipment that could have financial
implications
• Failure to adhere to procedures regarding
EPay and loadable credit cards.
26
General information
The following section gives you some general information
that may be important during your employment with
Calstores.
Rosters
A copy of team member rosters will be posted at least seven
days in advance as outlined in the Calstores 2010 Enterprise
Agreement.
Changing Shifts
Team members must not alter or swap shifts with another
team member after a roster has been completed without
first obtaining permission from their Manager. If you need to
swap or alter a shift it is your responsibility to find a suitable
replacement and the replacement must be approved by
your Manager.
If a designated roster is unsuitable, team members must
inform their Manager as soon as it is displayed. All efforts
will be made to accommodate roster requests however
there may be some instances or business requirements that
prevent a request from being approved.
Evenings, Weekends & Public Holidays
The nature of our business is that we operate 24 hours a
day, 7 days a week, 365 days a year.
You should be aware that you may be required to work
on weekends, evenings and public holidays (including
Christmas, New Years and Easter) as these are our busiest
times.
Leave
Annual Leave
Team Members are entitled to Annual Leave as per the
applicable legislative standards. Paid annual leave may be
taken for a period agreed between a team member and the
Company. The Company will not unreasonably decline a
request by a team member to take annual leave, however
you need to provide your manager with as much notice as
possible. At least four weeks written notice is required in
order for the manager to accommodate your request.
During Calstores busy trade periods such as Easter and
Christmas, the granting of annual leave to team members
will be limited. Please ensure that you avoid booking leave
at this time and discuss any specific requirements with your
Manager well in advance
Personal Leave (Sick/Carers)
You are entitled to Personal Leave as per the applicable
legislative standards however please note the following
requirements.
Notification of Absence
Team Members absent due to personal leave must inform
their manager of the absence at least 3 hours before the
commencement of their shift or as soon as practicable.
You should speak directly with your manager and advise
them of an expected return to work date. Text messages
are not an appropriate way to advise your manager of an
absence. If you unreasonably fail to inform your manager of
an absence then this will be an unauthorised absence and
you may face disciplinary action.
Requirement to Provide Evidence in Respect of an Absence
In the event of absence related to illness or injury or
where a pattern of absence is identified, we may require
you to produce a medical certificate or reasonable proof
establishing the reason for non-attendance.
Where an absence relates to illness/injury greater than
three consecutive work days, a team member must
provide a medical certificate when completing their leave
application.
No more than two single day absences per year will be
permitted without a medical certificate.
If carer’s leave is required because of an unexpected
emergency the team member must make a statutory
declaration.
Long Service Leave
State Long Service Leave legislation applies to your
employment and payment of any long service leave
entitlement will be in accordance with applicable legislative
standards.
Parental Leave
After 12 months continuous service with the Company team
members are entitled to unpaid parental leave following the
birth or adoption of a child, in accordance with applicable
legislative standards.
Other Leave
Your entitlement to other leave such as emergency services
leave; compassionate leave; and jury service leave is as per
the applicable legislative standards.
Time Keeping
All store based team members must finger scan on and off
duty. This means that all team members must finger scan at
the commencement and conclusion of their shift and also
at the commencement and conclusion of breaks. You are
expected to be at your designated work area, ready to start
work, at the commencement of your shift.

Pay
You will be paid by direct credit each fortnight into your
nominated bank account.
It is your responsibility to ensure that your Manager has
been provided with the correct bank account number and
6-digit BSB number.
Please ensure you check your pay slip and direct any queries
regarding your pay promptly to your Manager.
In the event that the Company overpays you, you agree to
repay such amounts. The Company may elect to deduct the
Gross amount either as a lump sum or in instalments.
Changes to Personal Details
It is your responsibility to ensure your personal details are
kept up-to-date. If you change your personal details, you
must provide your Manager notification of the change on
the appropriate form. Examples include:
• C ontact details: address, phone number, fax number,
mobile phone number
• Change of name, this will require evidence of your
change of name
• Tax file number
• Bank account details
• Person to be notified in case of an emergency
• Amendment to employment declaration (e.g.; dependents,
HECS debt).
Resignation
In the event that you voluntarily resign from the organisation
you are required to provide your Manager with a letter
stating the final date of employment, and if appropriate, the
reason for leaving. All uniforms, badges, site keys and other
Company property must be returned to your Manager. You
may also be requested to complete an exit interview. Your
contract of employment will state the notice period you are
required to provide. Failure to provide the required notice
period may result in the equivalent monetary amount being
deducted from your final pay.
Dress & Appearance
Maintaining appropriate dress and appearance is important
for Occupational Health and Safety reasons and also for
the image of our business. As such, the Company requires
that all team members maintain a standard of dress that
enhances the professional image of the organisation while
maintaining a safe working environment.
Company Uniform
Store based team members must wear the full uniform
and name badge while on duty along with all personal
protective equipment supplied in the course of your work.
Full uniform must be worn at all company events
and meetings at other locations unless authorised
by a Business Manager or higher.
Calstores Team Member Handbook: August 2013
27
If you fail to wear the appropriate uniform you will be
requested to return home at your own expense and return
to work correctly attired. You will only be paid for the hours
of duty attended while in full uniform.
Uniforms will be supplied free of cost to the team member
and shall remain the property of the Company. Uniforms
must be returned to the Company, clean and in good order,
upon your leaving our employment. Your allocated uniform
will depend on the average hours you work each week.
Your uniform is machine washable, however it is your
responsibility to ensure it is clean, ironed and without holes,
missing buttons or marked. Uniforms will be replaced upon
fair wear and tear.
Lost/Damaged Uniforms &
Return of Uniforms
The renewal of lost uniforms or replacement of damaged
uniforms due to team member negligence may be at the
team members own expense. When a team member’s
employment ceases, failure to return all uniform items to
Calstores in good condition, fair wear and tear excepted,
may result in Calstores deducting the cost of these items
from the team members final pay.
Name Badge
Store team members will be supplied with a name badge
with the correct branding. Name badges must be worn on
every shift and must clearly display your name and not be
covered by a jumper, jacket or long hair.
Footwear
Store team members must wear black covered shoes
and black socks whilst on shift. Footwear must meet the
following requirements:
• Shoes must be in good condition with no white or
coloured markings
• Open toed shoes, sandals or thongs must be not worn
under any circumstances
• Shoes should have oil/acid resistant soles if possible
• Shoes must have non-slip soles
• Sneakers and sport shoes are not permitted.
Personal Grooming & Hygiene
You must ensure that you are neat and presentable at all
times. Hair should be clean, combed and well groomed.
Shaggy, unkempt hair is not permissible.
Conduct In Uniform
Team Members should understand that whilst they are
dressed in Calstores uniform (whether or not they are on
duty) they are representing the business. It is expected
that when dressed in uniform, team members conduct
themselves within the limits of socially acceptable
behaviour at all times and that a team member’s
behaviour does not reflect badly on the
business.
28
General Information continued
Attendance & Punctuality
Punctuality is essential. To be fair to your colleagues, you
must turn up to your rostered shift in sufficient time to
change over on the shift commencement time.
If you are going to be absent from a rostered shift or
training course, you must notify your Store Manager and
advise him or her of your reason and expected duration
of absence providing at least 3 hours notice or as much
notice as reasonably practicable before the commencement
of your shift so that we can find a replacement.
It is unacceptable for family or friends to call on your behalf
unless circumstances prevent otherwise. A text message is
not an acceptable means of notification.
Unsatisfactory attendance or unexcused absences (including
commencing a shift late or leaving early) are considered cause
for disciplinary action. If you are absent for 3 consecutive
days and cannot be contacted or do not provide a reasonable
excuse for your absence, you may be considered to have
abandoned your employment.
Telephone Use
We appreciate that team members may have the need to
make and receive a limited number of personal telephone
calls during work hours. The following guidelines apply
when making and receiving private telephone conversations
during work time:
• T eam members are only permitted to use the telephone
in an emergency or to arrange for transportation if your
shift has changed
• Friends and family should not call other than for emergencies
• The company’s telephones are provided for the conduct
of its business. Use of the company’s telephones for the
conduct of any other business or for the financial gain of
another party is expressly prohibited
• All personal telephone calls should be kept as short as
possible, in most cases less than 2 minutes, to avoid
disruption to work
• Only local outgoing personal telephone calls are permitted
unless specific permission has been obtained. Permission
would be given only in the case of an emergency.
The telephone is not to be used in any way considered
unlawful or as a device for delivery of offensive or
objectionable communication.
Team Members are not permitted to carry personal mobile
phones/smart devices with them during working hours.
These items should be kept in a secure location and used
only during designated break times. Personal mobile
phones and smart devices must not be used to display
or distribute offensive material (this includes pictures,
jokes, emails or text messages) to other team members,
contractors or customers. To do so may result in Calstores
taking disciplinary action up to and including termination.
Visitors
Private visits by relatives and/or friends are not permitted
during working hours. Friends and relatives are not
permitted to enter unauthorised areas at any time.
Personal Purchases
Should you purchase goods for your own use whilst working
at or visiting a store you must adhere to the following
process:
• W herever possible, have another team member process
your transaction.
• Pay for all items immediately and print a receipt
• Have another Calstores team member initial your receipt
• Place the receipt for the goods purchased in the daily
folder
• In circumstances where you are working alone, you must
print two receipts, attach one to product to be consumed
and place the other in the day file. The Store Manager
will check the receipts daily.
Hot Beverage Machine Beverage
Benefit For Team Members
Calstores will provide, as an employee benefit, a
discounted price for beverages dispensed from the
Hot Beverage machine located at Calstores sites.
Team Members may purchase items dispensed from
the Hot Beverage machine for a price of 50c (fifty
cents) instead of the standard retail price.
Conditions of this Benefit are:
• Beverages must be consumed on scheduled breaks
only
• Beverages must not be consumed whilst a team
member is on duty
• Beverages must not be consumed at the console
(POS)
• All discounted beverages must be paid for and the
transaction processed through the POS using the
“Staff Coffee Large/Regular 50¢” key before being
consumed.
• Team Members must have another team member
process their transaction
• The receipt must be printed and attached to the
beverage cup
• Team Members are not permitted to substitute
other items – this discount applies only to
beverages dispensed from Calstores Hot Beverage
machines
• The discount is available to team members only
whilst on duty, just before the commencement or
directly after the conclusion of their shift and is not
available during non-working hours/days.

All visiting Caltex team members should ensure they attach
a receipt to a purchased product if it is to be consumed on
site.
When bringing items into a store that are sold by Calstores
(e.g. cigarettes, confectionary) you are required to declare
this to the Manager or another team member upon entry.
You may be asked at any time to show proof of purchases.
Consumption of stock without payment may result in
termination of your employment.
Consumption of General Food &
Beverage Items or Products
All products and services are to be paid for and accounted
for in the correct manner. Inappropriate discounting,
underpricing of goods and/or consumption of stock/food is
strictly prohibited. This includes:
• Providing or receiving free unauthorised retail products
or services
• Providing or receiving unauthorised discounts
• Consuming food Items, beverages or Product without
payment
• Consuming or taking home left over, unused or wasted
food or product
• Overproducing or over ordering a food item with the
intention of consuming or taking home the unused/
unsold quantity.
Team Members are NOT permitted to consume or remove
from the premises food items that are considered “left
over” or wasted. These items must be recorded as waste
and disposed of. It is a serious breach of company policy,
which may result in termination, to consume or take home
any food product/s without making appropriate payment.
Bag & Locker Inspection Policy
BagCheck is an advisory code of practice for the checking
of bags and parcels in retail stores. The Calstores team
member bag and locker inspection policy is based upon
this code. It is applicable to all Calstores team members.
Team members are expected to cooperate in bag and locker
inspections if requested to do so by management. These
may be carried out on entering a store, at any time during
a work-shift and at the end of a work-shift.
Store Managers may delegate the responsibility of conducting
bag checks to a suitable Company representative.
The following guiding principles will a=pply:
• P ersonal handbags will not be checked unless they are
larger than 210mm x 297mm (foolscap piece of paper)
or the Company is certain that the handbag conceals
unpaid-for goods, which are the property of Calstores
Pty Ltd
• The request to conduct a bag check will be made
courteously so as to minimise the degree of intrusion
• Calstores management representative will request that
the team member personally open the bag
• Bag inspections shall be by visual inspection only
Calstores Team Member Handbook: August 2013
29
• Under no circumstances shall an team member be
subject to physical or body contact or body search by the
Calstores management representative
• The Calstores management representative may view the
contents of the bag but not touch
• Where a view of the bag is obstructed by a large
parcel, coat or similar item, the Calstores management
representative may request the team member to remove
the obstruction but should not touch the obstructing
item themselves. A refusal to comply with a request to
remove an obstruction will be regarded as misconduct.
If it is determined that a team member’s bag does contain
goods owned by the Company that have not been
purchased, the team member will be requested to wait
while the Business Manager and / or Human Resources is
contacted for further instruction.
Any person, who forcibly conducts a bag check against a
team member’s will, may be liable for assault.
By signing this handbook you agree to abide by the
Company policy governing these issues. You acknowledge
the Company’s right to conduct searches of the following
personal items you bring to the store: bags, parcels, cartons
and containers. You further acknowledge that your personal
handbag will not be checked unless it is larger than 210mm
x 297mm (foolscap piece of paper), or the Company is
certain that the handbag conceals unpaid-for goods, which
are the property of Calstores Pty Ltd.
Failure to abide by the Company policy may result in
disciplinary action up to and including termination of
employment.
Loss or Damage to Personal Belongings
You are responsible for your own belongings since we
cannot accept liability for loss or damage to the personal
property of team members. Cars, bicycles, etc. are parked
at the owners’ risk while they are on the premises. Check
with your Manager as to the designated ‘out of sight’ area
where your belongings are to be kept.
Smoking
Calstores has a No Smoking policy whereby team member
smoking is only permitted in the areas designated by
management. This area must be out of view of the public
eye and you must observe this policy at all times.
Dangerous Goods Regulations prohibit smoking within 3
meters of a vehicle or vessel being refuelled and also within
the various hazardous zones specified by regulation on
forecourts. For safety reasons, smoking is not permitted
anywhere on a Calstores forecourt except where a safe
area can be designated for the purposes of team member
smoking.
Such a safe area may not be in the building, including the
workshop, but may be in an open area outside all hazardous
zones. Due to the lay out and activities at some
Calstores sites, it may not be possible to identify a
safe smoking area. A location off site may have
to be identified for this purpose. Your
Business Manager must verify
30
General Information continued
any designated ‘safe’ smoking area. Smoking anywhere
other than a designated ‘safe’ smoking area may result in
summary dismissal.
To avoid a possibility of conveying an inappropriate image
to customers, Calstores managers should encourage all
team members to refrain from smoking during their shift.
You must not leave the site unattended to smoke.
Parking
Parking spaces at our convenience stores are limited and
therefore are reserved for customers. The Store Manager
will advise you where to park.
Working with Relatives
It is the Company’s preference not to employ family
members to work at the same site, particularly if there is a
direct reporting relationship due to the conflict of interest
this may create and perceptions of favouritism.
There is a natural tendency to give preferential treatment
to family members and difficulties can arise should there
be a need to address a performance / behavioural issue
involving a family member. When transferring team
members / managers between sites, family relationships will
be considered and a discussion held between the Business
Manager and the parties involved prior to a final decision.
Team Members may however recommend family members
for employment at other Calstores sites.
Any exceptions to this policy must be recommended by the
Business Manager and approved by Human Resources.
Transfer to another Calstores Location
Circumstances may arise where you are asked to work
at another Calstores location, either permanently or
temporarily. You must be flexible and agree to the transfer
where it is not unreasonable for you to do so.
You may have the opportunity to request a transfer to a
different Calstores location and this will be considered
where this is of mutual benefit to you and the Company.
All transfers must be approved by a Business Manager or
higher.
Your Welfare
Team Member Assistance Program
We all experience personal and/or family related problems
from time to time and Calstores is committed to helping
team members deal with such problems through the
provision of an Employee Assistance Program (EAP). If a
team member has a personal problem and feels that the
services of a professional and confidential counsellor would
help, they may contact Davidson Trahaire Corpsych.
Davidson Trahaire Corpsych are specialist counsellors and
corporate psychologists who deliver EAP services nationally
through the following toll free number:
1300 360 364
The Team member Assistance Program is a confidential
service so no identifying information regarding a team
member’s use of the service will be provided to Calstores or
Caltex by Davidson Trahaire Corpsych.
Resolving Differences at Work
Calstores embraces the individuality and diversity of our
people and recognises that sometimes people will have
different attitudes about issues at work. It’s important that
our people approach resolution of disagreements in the
workplace constructively.
Where an individual has an issue involving another person
in the workplace (for example, a colleague or manager) if
possible they should seek to resolve the issue by talking with
that person face-to-face. If the matter cannot be resolved
following discussion or the individual feels uncomfortable
approaching the person directly then he or she should
involve their manager or HR representative.
The individual should inform their manager of an unresolved
issue as soon as practicable and explore ways to constructively
resolve the issue. Alternatively the individual may discuss
the issue with the HR representative. The individual may
provide a written summary of the issue to their manager or
HR representative (no more than one page), who will then
seek to work with the parties to constructively resolve the
issue. If the matter cannot be resolved at this level, it may
be referred to the individual’s manager-once-removed for
further consideration and resolution.
Where an issue involves discrimination and/or harassment,
please refer to the Caltex Harassment Prevention Policy.
Caltex Team Member Hotline
You are an essential part of the Caltex business, so it’s
important for us to hear your workplace concerns so we
have established the Hotline for you to talk to a trained
communications specialist outside of Caltex, anonymously
if you wish. If you have a problem that you are not
comfortable discussing with your Manager or HR Advisor,
you can easily email Caltex_employeehotline@deloitte.
com.au or call the Caltex Employee Hotline on 1800 200
317 (this service is available 24 hours a day, 7 days a week).
You can use the Caltex Employee Hotline for any workplace
concern including:
• Fraud or corruption
• Theft or other illegal activities
• Misconduct
• Unethical behaviour
• Safety concerns
• Environmental or workplace hazards
• Breaches of company policy or procedure
• Malicious or threatening behaviour
• Discrimination or harassment
 31

Team Member Acknowledgement

Calstores Team Member

My signature below indicates that I have received a copy of the Calstores Pty Ltd Team Member Handbook
which includes but is not limited to the following policies:

• Calstores Code of Conduct

• Harassment Prevention Policy

• Social Media Guidelines

• Surveillance Policy

• Drug and Alcohol Policy

• Email & Internet Usage Policy

Perforated for easy removal

• Competition & Consumer Act Guide

• Tobacco and over the counter sales Policy

• Diversity Policy

• HSSE

I confirm that I have read and understood the material contained in the handbook. Further, I agree to abide
by the contents contained in the handbook and any work procedures or work instructions and other manuals
or training provided to me by the Company from time to time.

I understand that the Company may, from time to time, change, rescind or add to any policies, benefits or
practices described in the handbook with or without prior notice and will provide me with advice of any
changes or additions to these policies, benefits or practices.

____________________________________________ _______________________________________________
Name Signature:

____________________________________________ _______________________________________________
Date Location

Calstores Team Member Handbook: August 2013

32

This page has intentionally been left blank

 33

Notes

Calstores Team Member Handbook: August 2013

34

Notes
 35

Notes

Calstores Team Member Handbook: August 2013

Calstores Team Member Handbook
August 2013