Ohs Policies Procedures Manual 68642q

Charm Life Travel & Consulting OHS Policy And Procedures Manual

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Contents OHS Policies & Procedures ………………………………………………………… Complaints …………………………………………………………………………. Communication …………………………………………………………………….. Managing Work Environment and Facilities …………………………………….

. Page 3 - 6 .Page 7 – 8 Page 9 – 12 Page 13 - 15

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INTRODUCTION 1. The Occupational Health & Safety (OHS) or Workplace Health and Safety (WHS) is an area concerned with the safety, health and welfare of people engaged in the workplace. The Occupational Heath and Safety Act 1989, covers all employees in the ACT under the policies and procedures. The Act aims to provide a broad framework for employees to achieve improved levels of occupational health and safety. 2. The specific objects of the legislation are to: a. Secure the health, safety and welfare of employees at work. b. Protect persons at or near workplaces from risks to health or safety arising out of the activities of employees at work. c. Promote an occupational environment for employees that are adapted to their health and safety needs. d. Foster a co-operative consultative relationship between employers and employees on the health, safety and welfare.

OCCUPATIONAL HEALTH AND SAFTEY (OHS) STATEMENT 3. Charm Life Travel & Consulting a. Is committed to ensuring a safe and healthy working environment for all its employees. b. Believes that most work-related injuries and diseases are preventable and that “zero accident” target is desirable. c. Considers that there is nothing more important in the undertaking of anyone’s job than prevention of injury or ill health to people in its workplace. d. Recognises that its managers and supervisors have primary responsibility for providing and maintaining a working environment that is safe and without risks to health.

PURPOSE OF THE POLICY 4. This policy describes how Charm Life Travel & Consulting will go about implementing its commitment to OHS. It is specifically details the key actions and procedures required to meet this commitment, the responsibilities of the Director and employees, and the special role and function of the health and safety representative in ensuring the health and safety of staff. OCCUPATIONAL HEALTH AND SAFETY MANAGEMENT SYSTEM 5. Charm Life Travel & Consulting accepts primary responsibility for ensuring a safe and healthy working environment for all its employees. To achieve the outcome, Charm Life Travel & Consulting will introduce an occupational health and safety system which provides for identification and assessment of hazards and risks, consultation, education and monitoring of the work environment.

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ROLES AND RESPONSIBILITIES OF MANAGERS 6. A Workplace health and safety representative will cooperate with management to: a. Encourage employees to fully injury and illness prevention b. Assist staff to identify and assist hazards c. Consult with staff to eliminate or control these hazards d. Conduct health and safety inspections e. Investigate workplace injuries, accidents or illness f. Liaise with the director to resolve workplace health and safety issues g. Remain well informed about workplace health and safety performance h. Consult with staff about changes in the workplace that may affect the health and safety of employees i. Undertake monthly workplace inspections and cover monthly OHS meeting EMPLOYEE CONSULTATION 7. Because of their daily with the workplace, employees have the most detailed knowledge of the work processes and the potential hazards in the workplace. To identify and eliminate potential workplace hazards Charm Life Travel & Consulting will encourage employees to report any matters in respect of workplace health and safety to their supervisor and the health and safety representative or his/her deputy. To facilitate the exchange of information, the health and safety representative will review, at the monthly staff meeting, the health and safety performance of the workplace and raise any matters or issues on behalf of employees.

STAFF AWARENESS OF OHS 8. Charm Life Travel & Consulting will ensure that all its employees have a sound knowledge and awareness of the principles and practices of workplace health and safety. 9. To achieve this outcome Charm Life Travel & Consulting will: a. Inform all new employees of Charm Life Travel & Consulting’s health and safety policy as part of their induction process b. Provide funds for staff to attend a occupational health and safety awareness training course as soon as possible after the date of their commencement of employment at Charm Life Travel & Consulting provide funds for the health and safety representative to attend regular training courses as these become available in order to increase his/her knowledge of workplace health and safety.

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PROCEDURES FOR IDENTIFICATION AND ASSESSMENT OF WORKPLACE HAZARDS AND RISKS 10. Charm Life Travel & Consulting expects all employees to take an active role in identifying situations with the potential to cause harm or injury in the workplace. Charm Life Travel & Consulting through its managers and supervisors will assists employees to identify potential hazards by: a. Encouraging all employees to read publications, including relevant codes of practice b. Periodically screening health and safety videos to all employees as these become available c. Requesting the health and safety representative or his/her deputy to periodically check records of injuries and accidents which have occurred in the workplace, and disseminate this information to all Charm Life Travel & Consulting employees; d. Requesting the health and safety representative or his/her deputy to undertake a monthly inspection of the workplace using the Work Safe Australia Workplace Inspection Check-list; and e. Ensuring that an inspection report is prepared after an inspection, which identifies any issues indicating a lack of safe system of work or the need for more attention to the way health and safety is managed. This report is to be tabled at the monthly staff meeting. PROCEDURES FOR ELIMANATION AND CONTROL OF WORKPLACE HAZARD 11. Where a health and safety inspection has identified a potential hazard, the health and safety representative or his/her deputy in consultation with the Director may take immediate remedial action to eliminate or control the hazard. Where possible, the decision on what to do about a potential hazard should be made in consulting with the employees concerned. Such remedial actions are to be detailed in the inspection report. 12. Where an accident has occurred, the health and safety representative or his/her deputy, in consultation with the director will take the following actions: a. b. c. d.

Make sure it is safe to approach the scene; See that the injured person is receiving first aid or medical treatment; See that nothing is removed or altered until enquires have been completed; Undertake an inspection of the scene, where appropriate taking photographs or sketches e. Obtain as much information as possible from he injured employee and witnesses about the accident; and f. Check that the accident has been reported to the relevant authorities (ACT Workcover)

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RESONSIBILITIES OF EMPLOYEES 13. While the General Committee and the Director accepts primary responsibility for ensuring a safe and healthy working environment for its entire staff, all employees are expected to assist in ensuring that the health and safety management system operates affectively. All employees are expected to take reasonably practicable steps to; a. Use safe work practices and procedures; b. Use appropriate safety devices, safeguards and equipment provided in the interests of health, safety and welfare of Charm Life Travel & Consulting employees; c. Cooperate in all activities aimed at prevention of workplace accidents, injuries and illnesses; d. Report unsafe or defective equipment and work arrangements to the health and safety representative or his/her deputy; e. Report all accidents, injuries and illnesses occurring in the workplace or occurring whilst travelling to or from the workplace to the health safety representative or his/her deputy; f. Where an incident or near-miss has occurred, the employee will immediately complete an incident report; g. Where an injury has occurred, the employee will complete, as soon as possible, a workplace disease recording from; and; h. Attend occupational health and safety-training courses as such courses become available. REVIEW OF THE SYSTEM 14. To ensure that the health and safety management system remains affective in providing a safe and health work environment, Charm Life Travel & Consulting OH&S policy and procedures will be reviewed periodically. This review will focus on the effectiveness of individual elements of the system, the relevance of changes to Commonwealth and state OH&S legislation which may have occurred, and any other matters which potentially impact on the system.

Please Jeiann Eclarinal for more information.

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COMPLAINTS INTRODUCTION 1. Charm Life Travel & Consulting appreciate and values our customers’ and complaints as they can enhance and maintain our high quality of customer services and products. It provides us an opportunity to correct immediate problems. Additionally, it assists us to have constructive ideas for improving products, upgrading services and product information, and adapting marketing practices. This policy and procedure has been designed to offer guidance to both our clients and employees on the manner in which Charm Life Travel & Consulting manages your complaints. We are committed to being consistent and impartial while handling your complaints. DEFINITION OF A COMPLAINT 2. In this policy, a complaint defined as an expression of dissatisfaction from our customers regarding travel services and businesses provided and run by us. PROBLEM RESOLUTION 3. Customers’ travel arrangements are carefully managed and prepared by Charm Life Travel & Consulting. However, occasional unexpected difficulties may arise during the trip. In the unlikely incident that this happens, the most important thing is to our company immediately to receive timely assistance by our professionals to solve the matter on the spot. This allows our customers to continue to enjoy the trip with a minimum of worry.

HOW A COMPLAINT CAN BE MADE 4. Lodging a complaint with us by following in one of ways shown below to address your concerns and communicate with our staff directly, if you are not satisfied with our travel services. Please : Jenny Huang Phone: +61 7 3765 8932 (7 days a week 8:00AM-5:00PM incl. public holidays) Email: [email protected] Visit us: 66 Ernest Street, South Brisbane QLD 4101

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RECORDING THE COMPLAINTS 5. Making a complaint, our company will need to collect and record all the relevant information including clients’ personal details and the fact surrounding the matters and plus any actions taken during the investigation along with the outcome and resolution. Clients’ personal details are confidential and will be protected from disclosure. TO CUSTOMERS 6. Charm Life Travel & Consulting is committed to resolve the problems that customers have raised within an acceptable and logical timeframe, however, this may not always be possible in which case. Our company will acknowledge customers’ complaints within 7 business days. Once received, we will conduct an initial investigation into the problems that have been raised which could take some days to conclude. Nevertheless, our goal is to resolve customers’ complaints within 14 days of lodgement with us. Please note that this timeframe may have to be extended in accordance with circumstances beyond our control.

Once the process is completed, our company will advise customers in writing of our finding along with the actions we have taken in order to resolve the complaints.

COMPLAINTS ABOUT OUR STAFF 7. Customers’ personal information will be protected confidentially and our company will treat the complaints impartially. We will bring the matter to the attention of our staff objectively by: 1. Informing staff of any complaints about their work 2. Providing staff with an opportunity to explain/clarify their the case

performance side of

3. Providing staff with appropriate , counselling and training 4. Updating staff on the complaint process, investigation and the result

Please Jenny Huang for more information.

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COMMUNICATION 1. Scope and Application In this section of the Policies and Procedures manual we define the communication requirements for Charm Life Travel & Consulting (CLTC) personnel in order to ensure a professional working environment. The objective of this manual is to ensure that CLTC personnel comply with organisational requirements as it is fundamental to the success of the business to protect our personnel, information and company reputation. These policies and procedures apply to all personnel of CLTC and they are responsible to become familiar with the information contained in this manual.

1.0 Statement of Principle A professional working environment is fundamental to our overall business success and we seek to provide quality service to our customers as well as protect our personnel and reputation from harm. 2.0 Objective To ensure the quality of customer service provided by personnel is to industry standards, information is managed in a structured and systematic manner, and that CLTC’s reputation is protected. 3.0 Communication Communication is the exchange of information from one person to another person and includes;  The idea or message to be conveyed.  The person and method transmitting the message.  The person accepting or receiving the message. The three components of the communication process are;  Sender  Receiver  Sender: The person delivering the message. Communication Skills: Formulate ideas into a clear message; organize ideas sensibly; and deliver messages understandably.

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A formula for effective communication and customer service is:  Tell them that you have something to tell them.  Tell them what you have to tell them.  Tell them what you told them. Receiver: The person to whom the message is being delivered. To communicate effectively, every message must be received and comprehended accurately. Sometimes the difference between the message sent and what the receiver believes the message to be is ineffective communication, and can be avoided by effective use of . : Affirmation from the receiver that the message was received and understood properly. Any response from a receiver is positive, even if the message was not understood or is objected to, since it provides a basis for additional information or clarification. Methods of Communication: Verbal (Oral) communication: Messages delivered and received by talking and listening. Non-verbal communication: Actions other than talking which communicate information. Eye : Is the person looking at you? Body language: Is the person’s posture “open” or “closed” Physiological changes: Is the person perspiring? Is their voice raised? Do they cover their mouth with their hand when then talk? Do not confuse discomfort with apprehension. Written communication: Report writing, memorandum, diaries, log books, etc.

other

internal

Obstacles to Effective Communication: Attitude: Communication is most effective when done calmly, with neutral language, and in a controlled manner. Alternative methods risk adverse responses and failure to understand the message because emotionalism gets in the way. Prejudice: Prejudices, conscious or unconscious, hinder communication and effective service. Personnel must be aware of their own prejudices to minimise them adversely influencing the performance of their duties.

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Knowledge of Duties: Failure to know current duties, CLTC policies, rules and regulations, and applicable standards prevents CLTC personnel from making informed and proper decisions, or giving simple, effective directions to other personnel and customers. Effective Communication Proper attitude; Understanding of duties and environment; Sensitivity and comion; Listening skills; Interpreting the message. You are the initial for the CLTC and this will affect the customer’s perception of the service we provide. A good impression enhances the professionalism and value of the service provided by CLTC, and therefore, a high expectation of good interpersonal and communication skills is required. Telephone and Communications Rapid, efficient, and effective communications is vital to ensure a high standard of customer service and providing our customers with effective communication.

Demeanour CLTC personnel should at all times display professional conduct and attitudes toward the organisation, other employees and of the the public. One of the most common complaints about an organisation is that its personnel are not courteous on the telephone. Confidentiality of communications must always be protected.

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Do’s and Don’t’s  Do show a sincere desire to help. Be truthful if you cannot help and try to find someone who can help.  Do use a polite, calm approach  Do be friendly – smile and make eye  Do be professional and confident  Do be open-minded  Do be courteous at all times  Do use ‘please’ and ‘thank you, ’Mr’ ‘Ms’ ‘Sir’ ‘Ma’am’  Don’t Ignore or dismiss people.  Don’t tell people you will help them or take care of something if you are not going to do anything  Don’t show signs of impatience, anger, dislike, sarcasm  Don’t become too familiar or casual  Don’t be cold or bossy  Don’t be closed-minded, judgmental  Don’t get trapped into arguing over an issue beyond your control  Don’t lose your temper with difficult people Attitude, Conduct and Professionalism Your posture plays an important role in first impressions identified by our customers and the way in which you stand and sit can reflect your level of professionalism. If you display poor posture then you can project a message that you are tired, lazy, bored, unfit, or lack self-confidence. This is not a professional image and counterproductive in maintaining the respect of other personnel and brings discredit against CLTC. Please Sherry Latonero for more information.

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Managing Work Environment and Facilities Charm Life Travel and Consulting provides and maintains a safe work environment and adequate facilities for all employees. Risks associated with remote and isolated work, and emergency plans are managed to keep all parties safe. 1. Facilities Consult with your workers about what facilities are needed and any changes that may affect the adequacy of facilities. You should also consult, co-ordinate and co-operate with any other duty holders if they are involved in the same activities or share the same workplace e.g. another business which has an office in the same building as you. Also consider: 

The nature of the work activities and types of hazards involved e.g. do your workers need to change out of their clothes?

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The size, location and nature of the workplace e.g. is the work performed in a building or outdoors?

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The number and composition of the workforce e.g. do you have any workers with particular needs?

2. Providing and maintaining a safe work environment: Entry and exit: Your workers must be able to safely enter and leave the workplace. This may include making sure that any workers with special needs or disabilities can safely enter and exit. Housekeeping:

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Keeping the workplace clean and tidy can minimise injuries resulting from slips and trips. This includes providing sufficient space for storage. Work areas: Make sure there is sufficient clear space between furniture, fixtures and fittings so that your workers can move about freely without strain or injury, and can also evacuate quickly in case of an emergency. Floors and other surfaces: Floor surfaces should be suitable for the work area. The type of floor surfaces or coverings (e.g. carpet) you should use will depend on the type of work carried out as well as materials used during the work process. Floors should be inspected regularly and maintained to eliminate slip and trip hazards. Common examples of hazards include trailing cables, uneven edges or broken surfaces, gratings or covers, loose mats or carpet tiles.

Workstations: Workstations should be designed so that your workers can carry out their work in a comfortable, upright position. It is best to provide adjustable workstations to make the work height suitable for the person and the task. Seating should provide good body and foot (especially for the lower back) and allow adequate space for leg clearance and freedom of movement. Lighting: You should provide sufficient lighting (natural or artificial) to allow safe movement around the workplace and for your workers to perform their work without having to strain their eyes. You must also provide emergency lighting for the safe evacuation of people in the event of an emergency. Air quality: You should make sure your workplace is adequately ventilated with fresh, clean air. Workplaces may have natural ventilation, mechanical ventilation (fans or extraction units) or air-conditioning. Natural ventilation should consist of permanent openings, including windows and doors, and may be assisted by mechanical ventilation. Air-conditioning and other ventilation systems should be regularly serviced and maintained in accordance with the manufacturer’s instructions. Work processes that release harmful substances should have specific controls to extract these at the source e.g. local exhaust ventilation. Heat and cold: Your workers must be able to carry out work in extreme heat or cold without a risk to their health and safety, so far as is reasonably practicable. You can maintain a comfortable temperature for your workers with the use of air-conditioning, fans, electric heating and open windows, and by controlling air flow and the source of drafts.

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Welfare facilities: You must provide your workers with access to adequate welfare facilities, including: 

Clean drinking water

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Clean toilets

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Hand washing facilities

Based on the location of your workplace, the size and composition of your workforce and the type of work you are doing, you may also need to provide: 

Hygienic dining facilities

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Accessible and secure personal storage

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Showering facilities

Remote or isolated work: Isolated work means work that is isolated from the assistance of other people including rescue, medical assistance and emergency services - because of the location, time or nature of the work being done. You must identify and manage the risks associated with any remote or isolated work. Risk means anything that may cause harm to workers or other people at your workplace. This will involve you: 

Identifying any problems (known as hazard identification) - exposure to violence and poor access to emergency assistance are the main hazards that increase the risk of remote or isolated work

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Making an assessment of the risks (determining how serious the problems is)

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Finding ways to control the risks (deciding what needs to be done about the problem)

Emergency plans: You must prepare an emergency plan for your workplace that includes: 

Emergency procedures

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Testing of the emergency procedures

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Information, training and instructions to relevant workers in relation to carrying out the emergency procedures

Please Natalie Beaven for more information.

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http://www.safework.sa.gov.au/show_page.jsp?id=113704#.Vj85pvkrLjY

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