Company: Bromvoël Outdoor Accessories (Pty) Ltd “Bromvoël”
Trading focus: Retail of auto accessories through an online shop and in-store sales
Primary site: Makou Street, Monument Park, Pretoria
Applies to: All employees, contractors, and temporary staff working for Bromvoël
Effective date: 02nd September 2025
Document owner: Human Resources
Document Address: https://bromvoël.co.za/hr

1. Purpose, Scope, and Definitions

Purpose
This handbook sets out the rules, standards, and procedures that govern employment and operations at Bromvoël. It supports legal compliance, service quality, safety, and protection of customer data.

Scope
The policies apply to all employees and contractors at the Bromvoël premises and in any location where Bromvoël work is performed, including remote work when expressly authorised.

Relevant legislation
Basic Conditions of Employment Act, Labour Relations Act, Occupational Health and Safety Act, Employment Equity Act, Protection of Personal Information Act (POPIA), Consumer Protection Act, Electronic Communications and Transactions Act. Where this handbook is silent, legislation and signed employment contracts prevail.

Key definitions
• Admin means the on-site administrative person handling telephonic queries and electronic orders.
• Sales Assistant means the on-site staff member who handles queries, picks, packs, wraps, secures and dispatches orders, and serves walk-in customers.
• Salesperson means the on-site staff member who serves walk-in clients and develops new business.

2. Code of Conduct and Business Ethics
• Act with integrity, honesty, and professionalism.
• Treat customers, colleagues, suppliers, and visitors with respect and fairness.
• Protect Bromvoël assets, stock, systems, and information.
• Declare any conflict of interest in writing to management.
• Do not accept bribes or improper payments. Modest promotional gifts or samples may be accepted only with prior approval from management and must be recorded.
• Use company time and resources for legitimate business purposes only.
• Follow all applicable laws and this handbook at all times.

3. Equal Opportunity, Diversity, and Anti-harassment
• Bromvoël provides equal opportunity in recruitment, promotion, training, and remuneration.
• Harassment, bullying, sexual harassment, and discrimination are prohibited.
• Report concerns to management or HR promptly. Reports will be handled with sensitivity and without victimisation.
• Reasonable accommodation will be considered where appropriate.

4. Working Hours, Attendance, and Timekeeping
• Standard hours: [Insert start time] to [Insert end time], [Insert workdays, for example Monday to Friday], with a meal break of [Insert minutes].
• Saturday trading or extended hours may be scheduled during peak periods. Overtime must be authorised in advance.
• Timekeeping: clock in and out using the designated method. Notify your manager of lateness or absence before your shift starts.
• Absence due to illness requires immediate notification and a valid medical certificate for two or more consecutive days, or as requested by management.
• Unauthorised absence may lead to disciplinary action.

5. Leave
• Leave entitlements are provided in line with the Basic Conditions of Employment Act.
• Annual leave must be requested in advance through the approved process and requires management approval.
• Sick leave requires a valid medical certificate where required by law or policy.
• Family responsibility leave applies in the cases provided for in legislation.
• Public holidays are observed as per legislation and the company trading calendar.

6. Remuneration, Overtime, and Benefits
• Remuneration is specified in the employment contract.
• Overtime must be pre-approved. Compensation will comply with the BCEA and the employment contract.
• Any deductions from pay will comply with law and written consent where required.
• Benefits, if applicable, are communicated in writing and may include allowances, incentives, or commission structures relevant to the role.

7. Health, Safety, and Environment

General duty of care
Bromvoël will provide a safe workplace and employees must comply with health and safety rules.

Safety rules
• Keep aisles, packing benches, and fire exits clear.
• Use step-ladders and trolleys correctly. Do not climb on shelving.
• Use box cutters safely. Cut away from the body. Store blades securely.
• Wear PPE where required. This may include safety footwear and gloves when handling heavy or sharp items.
• Report hazards, near misses, and injuries immediately to management. Record incidents in the incident register.
• Follow manual handling techniques. Get assistance for heavy or bulky items.
• Do not work under the influence of alcohol or drugs. See Section 18.
• Keep the workplace clean, including packing and dispatch areas, to prevent damage to goods and injuries.

Emergency procedures
• Know the location of fire extinguishers and exits.
• In an evacuation, follow the warden instructions and proceed to the assembly point.
• First aid kits are available at [Insert locations]. Report all injuries.

8. Customer Service Standards
• Greet customers promptly and professionally, in-store and on the phone.
• Use the approved greeting, confirm the customer name and contact number where appropriate, and summarise the request to confirm understanding.
• Provide accurate product information, prices, stock availability, and lead times. Do not make promises that cannot be kept.
• Escalate technical queries or complaints to the designated person if you cannot resolve them during first contact.
• Record all interactions that affect an order or a return in the system and attach documents or photos where relevant.

9. Sales and Store Conduct
• Keep the sales floor, counter area, and displays neat and merchandised according to plan.
• Price labels must be accurate and visible.
• Prevent shrinkage by monitoring high-risk items, checking bags where policy allows, and following stock movement procedures.
• Personal shopping is allowed only during breaks and must be invoiced and paid in full before goods leave the premises.
• Staff discounts, if offered, require prior written approval and must be processed according to the discount authority matrix in Section 14.

10. Order Handling and Fulfilment

Applies to online orders through WooCommerce, telephonic orders, and in-store sales.

Order flow

• Admin receives the order or query, verifies customer details, and confirms payment status.
• For telephonic orders, Admin creates the order in WooCommerce or the POS, sends a pro forma invoice, and records the method of payment.
• Sales Assistant picks items using the pick list, scans or checks SKU codes, and confirms quantities.
• Sales Assistant packs, wraps, and secures items. Use suitable cushioning, tape, and tamper seals. Photograph packed items when required.
• Admin or Sales Assistant updates the order status in WooCommerce, attaches packing photos if required, and books the courier.
• Handover to courier with waybill and obtain a signed or electronic proof of collection.
• Track shipment and update order status to Completed on dispatch.
• File POD electronically on the order record once available.

Quality checks
• Double-check SKU, quantity, and condition before sealing.
• For fragile or high-value items, apply Fragile labels and add extra cushioning.
• Verify addresses and contact numbers to reduce failed deliveries.

Cut-off times
• Orders paid before [Insert cut-off time] will be dispatched on the same business day where possible.
• Orders paid after the cut-off are dispatched on the next business day.

11. Returns, Exchanges, and Refunds
• Process returns according to the Consumer Protection Act and the company Returns Policy.
• Issue a Return Merchandise Authorisation number for every return.
• On receipt, inspect items for condition, completeness, and correctness.
• Record the result, update stock, and process refund or exchange once approved.
• Refunds follow the original payment method where possible. Cash refunds are not permitted unless approved by management.
• For warranty claims, follow supplier procedures and keep the customer informed of timelines.

12. Inventory and Stock Control
• Receive stock against supplier delivery notes with quantity and quality checks. Record discrepancies at receiving.
• Store items in designated locations. Use first-in-first-out where applicable.
• Conduct daily cycle counts and scheduled full counts. Record variances and investigate promptly.
• Record all stock movements in the system, including transfers, adjustments, returns, and write-offs.
• Damaged or obsolete stock requires manager approval before write-off.

13. Cash, Payments, and Fraud Prevention
• Acceptable payment methods are defined by management. Card transactions must be completed in view of the customer.
• Verify EFT proof of payment according to the bank confirmation procedure. Do not release goods until funds are cleared where required.
• Check for suspicious behaviour and potential fraud. Escalate immediately to management.
• Keep the till and card machine secure. Count cash with a second person if possible.
• Refunds or voids require supervisor approval and reason codes.

14. Pricing, Discounts, and Authority Matrix
• Prices are set in the system and must be followed.
• Discounting must follow the authority matrix:
o Sales Assistant up to [Insert percent] with documented reason.
o Salesperson up to [Insert percent] with documented reason.
o Manager above [Insert percent].
• Record all discounts on the invoice and in the CRM or order notes.
• Promotional codes must be loaded in WooCommerce and tested before launch.

15. Role Profiles and Responsibilities

Admin
• Manage telephonic and email queries, create orders, verify payments, schedule couriers, and maintain order records.
• Maintain accurate customer data and consent records under POPIA.
• Prepare daily order and shipment reports.

Sales Assistant
• Serve walk-in customers, pick, pack, wrap, and dispatch orders.
• Maintain packing materials and ensure the dispatch area is clean and organised.
• Perform daily cycle counts and report variances.

Salesperson
• Serve walk-in clients, manage quotations, and follow up on leads.
• Prospect for new business, visit customers as scheduled, and maintain the sales pipeline.
• Update CRM or lead tracker after each interaction.

Shared KPIs
• Order accuracy, on-time dispatch, stock variance, customer satisfaction, sales conversion, and adherence to safety rules.

16. Data Protection and POPIA Compliance
• Collect only the minimum personal information required to process orders and provide support.
• Use customer data only for the purpose collected, for example order fulfilment and after-sales service.
• Store data securely in WooCommerce and authorised systems. Do not export or share without approval.
• Emailing customer data must be limited to authorised recipients with a business need.
• Do not keep printed customer data unattended. Shred when no longer needed.
• Report any suspected data breach to management immediately.
• Customers may request access or correction of their data. Forward all such requests to Admin or management.

17. IT, Systems, and Acceptable Use
• Company systems, email, and internet access are primarily for business use. Limited personal use is allowed if it does not affect productivity or security.
• Protect passwords and do not share logins. Use multi-factor authentication where available.
• Install software only with authorisation.
• Do not connect unapproved storage devices.
• Phishing and malware awareness is required. Do not click unknown links or open unexpected attachments.
• Report suspected security incidents immediately.

18. Alcohol, Drugs, and Fitness for Work
• Employees must be fit for duty and free from the effects of alcohol or illegal drugs while at work or on company business.
• Testing may be conducted where there is reasonable suspicion or following an incident, in line with legal requirements.
• Prescription medication that may impair performance must be discussed with management for reasonable accommodation where possible.

19. Dress Code and Personal Protective Equipment
• Dress neatly and appropriately for a customer-facing retail environment.
• Closed, non-slip footwear is required in packing and dispatch areas.
• Wear PPE when handling heavy or sharp items as instructed.
• Company-branded apparel must be clean and presentable when provided.

20. Social Media, Marketing, and Communications
• Only authorised employees may post on official Bromvoël channels or speak to the media.
• Personal social media must not disclose confidential information or bring Bromvoël into disrepute.
• Customer photos or testimonials may be used only with recorded consent.

21. Confidentiality and Intellectual Property
• All non-public information about Bromvoël, suppliers, and customers is confidential.
• Do not share or use such information for personal benefit.
• Work product created in the course of employment belongs to Bromvoël unless otherwise agreed in writing.

22. Travel, Company Vehicles, and Deliveries
• Use of company vehicles requires prior approval and a valid driving licence.
• Obey traffic laws and keep vehicles clean and secure.
• Record mileage, fuel, and delivery notes accurately.
• Report accidents or fines immediately.

23. Training, Performance, and Development
• Induction training is mandatory for all new employees.
• Ongoing training will cover product knowledge, systems, safety, and customer service.
• Performance will be reviewed regularly with clear objectives and KPIs.
• Development opportunities will be considered based on business needs and performance.

24. Disciplinary Policy and Procedure
• The disciplinary process aims for fairness and consistency in line with the Labour Relations Act.
• Misconduct, poor performance, or policy breaches may result in counselling, warnings, or disciplinary hearings depending on severity.
• Employees have the right to state their case and to be accompanied by a fellow employee during formal hearings.
• Possible outcomes include warnings, final written warnings, and dismissal where appropriate.

25. Grievance Policy and Procedure
• Employees should raise concerns with their immediate manager as soon as possible.
• If unresolved, submit a formal written grievance to HR or management.
• A meeting will be held to hear the matter, and a written outcome will be provided.
• Appeals may be lodged within a reasonable period where new information exists or on procedural grounds.

26. Security, Access Control, and CCTV
• Access control procedures must be followed at all times.
• Visitors must sign in and be escorted.
• CCTV is used for safety and security in line with POPIA.
• Suspected theft or security incidents must be reported immediately.

27. Housekeeping and Waste Management
• Keep work areas clean and free of waste.
• Dispose of packaging materials in designated bins.
• Recycle where facilities exist.
• Hazardous waste must be handled according to supplier instructions.

28. Communication and Use of Phones
• Personal phone use must be limited to breaks except for emergencies.
• Use of personal phones to listen to music or being on headphones / earphones is strictly prohibited.
• WhatsApp and other messaging tools may be used for business only with management approval and must respect POPIA.
• Telephone etiquette applies. Answer within three rings, state company name and your name, and log call outcomes when linked to orders or complaints.

29. Remote Work and Off-site Activities
• Remote work is not the default. It may be approved for Admin or Sales roles where business needs require it.
• Remote access to systems must follow IT security practices and POPIA.

30. Policy Governance and Updates
• This handbook is controlled by HR. Updated versions will be posted on the website HR area.
• Employees will be notified of material changes. Continued employment after notice constitutes acceptance of updated policies.
• Questions can be directed to HR or management.

31. Employee Acknowledgement
By submitting the online acknowledgement form, you confirm that you have read and understood the Bromvoël Employee Policies and agree to comply with them. You also confirm that you understand how to access the policies on the website for future reference.