Retailer Handbook - Cockburn Gateway

RETAILER HANDBOOK

General Information

CENTRE MANAGEMENT OFFICE (LOCATED ON FIRST FLOOR)

Cockburn Gateway Shopping City

816 Beeliar Drive

SUCCESS WA 6164

Postal Address:

PO Box 3265

SUCCESS WA 6964

Telephone:

Web:

(08) 9498 5577

www.cockburngateway.com.au

INFORMATION DESK (LOCATED OUTSIDE BEST & LESS)

Telephone:

Security Mobile:

CENTRE STAFF

Centre Manager

Marketing Manager

Head of Operations

Finance Manager

Assistant Marketing Manager

Facilities Manager

Accounts Administrator

Office Administrator

MANAGING AGENT

Jones Lang LaSalle (WA) Pty Ltd

AFTER HOURS

Police:

Fire Brigade (Emergency):

(08) 9498 5574 0416 571 466

Alexandra McAuliffe

Toria Daniel

Kirk Rogers

Vanessa Ettridge

Mohsin H Khan

Stephen Cooper

Rafael Montague

Kelly Smith

131 444 / 000 000

General Information

CENTRE TRADING HOURS

Centre’s opening hours:

Centre’s core trading hours:

ALDI trading hours:

Big W, Kmart, Coles & Woolworths trading hours:

Information Desk hours:

– Wednesday & Friday

Centre Management Office hours:

– Friday

Outside these hours, please contact the Information Desk or Security. 8.30am – 5.00pm

The Centre is only closed three days per year – Christmas Day, Good Friday and ANZAC Day. *Public Holiday hours are subject to change. Centre Management will deliver opening hours instructions to store.

General Information

TRADING TERMS

All signs within the Leased premises must be lit, advertising the Lessee’s business and trading name, from 9am to closing of the centre’s trading hours from Monday to Saturday and 11am Sunday inclusive or as varied by the Landlord from time to time and notified to the Lessee.

Please remember that all gates, roller doors etc. should remain totally open during these times. To ensure the highest standard of customer service and safety, it is not acceptable for retail staff to vacuum, mop etc. during these trading hours. Such activities often give the impression that a store is in the process of closing.

Facilities

STAFF FACILITIES

Staff toilets and change rooms are only available to staff and are situated behind the Food Court End of Trip facilities are located in the Basement (near the travelator), however, a swipe card is required to gain access.

TOILETS

Toilets are located as follows:

Staff (1) Behind the Food Court

Staff (2) End of Trip facilities in Basement - a swipe card is required for access and only given to those retailers using the End of Trip facilities

Public (1) Corridor between Miss Maud and Prouds

Public (2) Corridor next to Belen Skin Care*

Public (3) Corridor next to Health Freak Café

Public (4) Corridor next to Jim Kidd Sports

*All public toilets have ambulant facilities except next to Belen Skin Care.

PARENT ROOM FACILITIES

The centre has two Parent Room facilities. One is located adjacent to the toilets in the corridor between Miss Maud and Prouds and the second is in the corridor next to Jim Kidd Sports. The Parent Room offers change tables, nursing facilities, microwave oven and an additional toilet for both parent and child.

END OF TRIP FACILITIES

Showers and toilet facilities are located in the Basement car park for centre staff only Lockers supplied – BYO Padlock. Swipe Card required for entry. Please enquire at the Centre Management Office

BIKE ROOM

Bike storage is available in the Basement car park for centre staff only and will require a swipe card to access the bike storage area (available from Centre Management).

Lost cards will need to be replaced at the user’s expense. It is important to report lost cards to ensure it is deactivated by Centre Management to ensure this area remains secure.

Facilities

WHEELCHAIRS / GOPHERS

The following equipment is available for hire from the Information Desk:

Wheelchairs x 2 Gophers x 4

Customers are able to book these either by phone on (08) 9498 5574 or in person and must provide ID.

CUSTOMER SERVICE ENQUIRIES

Any customers with enquiries can be directed to the Information Desk located outside Best & Less.

MEETING ROOM HIRE

We have a small meeting room available to hire to retailers.

The cost is $20 per hour and includes a TV

Bookings can be made by contacting the Centre Management Office on (08) 9498 5577 and is subject to availability.

LETTERBOXES

Each shop has a letterbox, which is situated in the corridor in the Coles mall next to The Athlete’s Foot. All mail is delivered to these boxes by Australia Post. Each shop has a key and should check their mail each day. Please contact the Centre Management if a key is lost. Replacement keys are at the tenants cost.

OPERATIONS

RCD'S

RCD's (Residual Current Devices) must be tested as per the relevant Australian Standards and repaired/replaced as required.

Emergency Lights

Emergency lights must be tested as per the relevant Australian Standards and repaired/replaced as required.

Distribution Boards

Electrical Distribution Boards must not be obstructed and must have clear access as per the Australian Standards.

Emergency Egress Pathways

Emergency Egress exit doors and pathways must not be obstructed at any times and must remain clear for safe egress. Trolleys or stock are not to be left in these areas.

Fire Sprinklers

Do not hang any items from the Fire Sprinklers within your store. Ensure stock is not stacked/stored within 500mm of any fire sprinkler as this will affect its ability to operate as designed in a fire.

Emergency evacuation Training

Emergency Evacution training is held by Centre Management and it is a statutory requirement to attend.

OPERATIONS

Contractors

All contractors working within a fit out, common area, roof or completing works which require working at heights, Fire Impairment, Hot Works, Confined Space Entry are required to be inducted via the centre's online induction system before commencing any work.

Please be aware that under no circumstances will work that is noisy or likely to cause any interference to customers or retailers, be permitted during trading hours. Such work can only be carried out before or after centre trading. Centre Management approval will be required for any after hours works.

Please be reminded that all contractors working onsite are required to hold $20 million Public Liability and appropriate Workers Compensation Insurance.

Any works involving Working at Heights, Fire Impairment, Hot Works, Confined Space Entry or Core/Cut Chasing require a Permit to Work and the associated permit prior to commencement. The Permits can be obtained from the Operations team at operations@cockburngateway.com.au. The centre has strict High Risk work policies in place which require SWMS or JSA to submitted with the permit, a minimum of 3 business days prior to the works for review and acceptance prior to the permit being approved.

Contractor Parking is as per the Staff Parking requirements, found on page 14.

Security

The centre is patrolled by Security personnel 24 hours a day, every day of the year, including carparks via a Security patrol vehicle. The centre has a monitored alarm system for out of hours.

Security can be contacted during trading hours by calling the Information Desk on (08) 9498 5574 or a direct mobile number 0416 571 466 for emergencies.

Security cameras are strategically located internally and externally around the centre and are operational 24 hours per day, with digital recording all hours. This however does not constitute security for each individual store. You should have your own security system for your own premises. Footage will only be released to Police upon request. All Security Guards wear body cameras during working hours. These cameras stay charged for a long period of time and are used to monitor incidences in the centre. They will only be turned on when appropriate. All footage will be kept confidential and only released to the police on request. Centre staff should not feel uncomfortable about the presence of these cameras.

Should you wish to stay in your store after hours, please notify the Information Desk so arrangements can be made with security. It is essential to give at least 48 hours notice, in writing to Centre Management, if after hours work is required. There is a minimum charge of 4 hours for opening the centre to allow access. Security will be arranged and any costs incurred will be payable by the retailer. After hours forms are available for collection at the Information Desk, located outside Best & Less.

Access to the centre for retailers is available from 6.30am – 8.30am Monday to Saturday and 10am – 11.30am Sunday, through the retailer access point external door near Adairs. Security will be available during these hours. Should you wish to have access to the centre outside these hours, arrangements must be made with Centre Management.

For any incidents, such as theft, that occurs in-store, you should call 13 1 444 for Police assistance. We also urge you to contact Crime Stoppers and Eyes On The Street. More information relating to shoplifting and vandalism can be found on page 17.

Parking

Parking areas are available for use by staff and contractors on the top deck (accessible by the ramps near Soul Pattinson Chemist or on the Kwinana Freeway side of the centre) and in the car park next to McDonald’s*.

Staff may incur a parking breach notice for parking longer than the maximum allowable parking time limit of 4 hours per day if they park outside of the designated retailer parking areas (for full parking terms and conditions please contact Centre Management).

*W ith the exception of early morning staff and late night staff who may park closer to the centre for security reasons. However they must relocate their vehicles to the staff parking area no later than 8am each day. Staff working later may move their vehicle closer to the centre after 5pm for Security.

LOADING BAYS

Loading bays are located on both the east and west sides of the centre. These areas are also indicated on the site map. Marked loading bays are to be used only for pick up and delivery purposes. All deliveries must be made through each loading dock location. These areas are intended for commercial vehicles only and therefore please do not park private vehicles in the loading area.

Parking within any loading bay, including the majors loading docks or any area where there is no line marked parking bay may incur a breach notice.

LOADING ZONES

Load Dock 1: Behind Coles /ALDI (for the use of Food Court tenants)

Load Dock 2: Freeway side between Woolworths and Big W

Load Dock 3: Freeway side next to Kmart / Dragon Palace

Loading Zone: Behind rooftop ramp on the western side

Parking

STAFF PARKING RULES

Parking Enforcement Services (www.pesau.com.au) are contracted by Cockburn Gateway Shopping City to enforce the parking regulations of this site. No parking correspondence, discussion or waiver of breaches can be or will be discussed with any party by Centre Management.

It is Centre Management’s focus to ensure every customer, whatever day or time has accessible, easy parking. W ithout accessible parking customers will take their business elsewhere.

Rules:

1. The designated staff parking areas are located:

a. First Floor car park

b Large car park to the south of McDonald’s

2. It is the tenants’ responsibility to advise staff of the parking rules.

3. The car parks surrounding Cockburn Gateway Shopping City are Private Property

4. All staff must park in those areas designated parking for staff when at workbe it for 1 hour or 8 hours.

5. To ensure the safety of staff and customers all vehicles must park in a marked parking bay - no vehicle whatsoever is to park on a yellow line, footpath, in a garden bed, against a curb or in a loading zone.

6. Bulky Goods: all bays directly in front of each premise is for the use of customers only. Bulky goods staff should park in the external staff parking areas.

Note: Staff parking areas may change from time to time and will be communicated in writing via memorandum and the Retailer Newsletter

Staff Parking

RUBBISH REMOVAL

General waste and cardboard compactors are located in Loading Dock 2 (between Big W and Woolworths) as well as Loading Dock 3 (next to Kmart). Please ensure that cardboard boxes are flattened before placing in the compactor. Please read the compactor instructions and SWMS and abide by them.

Rubbish is to be stored within your tenancy until it is disposed of. Mall bins are not to be used. Do not under any circumstances store rubbish in the escape passages or in shopping trolleys.

permitted under any circumstances. These are to be stored in your tenancy until Storing of crates in loading bays, bin areas and fire escape passages is not

the end of trade each day and collected before 9am the next day. If for any reason these crates are found to be left outside of your tenancy they will be disposed of accordingly. Centre Management is not held responsible for those crates that are disposed of.

Be cautioned: Fire inspections are conducted randomly by Fire Officials on a regular basis. Fines can be issued to offenders blocking and depositing rubbish

SHOPPING TROLLEYS

The shopping centre trolleys are supplied by each of the major stores as a service facility to our customers.

All trolleys on site must have travelator locking wheels fitted. Shopping trolleys belonging to the Majors are not to be used by any tenants or contractors. We have been advised by the Supermarkets that it is against health regulations to place rubbish into their trolleys and Store Managers will not hesitate to ‘dob in’ a retailer not doing the right thing.

Housekeeping

INCIDENT REPORTS

All incidents within the centre including accidents, medical emergencies, damage, vandalism, thefts etc. should be reported to Centre Management/Information Desk immediately

Centre Management/Information Desk will then alert Security to attend if necessary Should an accident occur in front of your tenancy and you have cause to assist, please take the following actions:

• Immediately notify Security and the Information Desk on (08) 9498 5574.

• Ensure every assistance is given in making the customer comfortable.

• Carefully observe all details of the incident, no matter how minor, as you may be required to complete an incident report. Please do not make general comments at the spur of the moment as they can sometimes be misconstrued.

MALL SPILLS

W ithin the common areas, the centre’s housekeeping staff are employed to provide comfort for our shoppers. If you see a spill outside your shop, contact the Information Desk immediately with details so that we may contact a cleaner and direct them to the site.

If possible have a store attendant watch and advise customers of any spills to ensure that an accident does not occur whilst a cleaner is on their way. Place your pop up wet floor sign over the spill.

LOST & FOUND

For the sake of convenience, we ask that all lost property be handed in to the Information Desk immediately. If you are unable to bring items to the Information Desk straight away please contact the Information Desk so they can record that you have such items in the case of a customer searching for their property.

A register is kept and customers should be directed to the Information Desk with enquires so that lost property can be returned to its rightful owner. Big W, Woolworths, Kmart and Coles also have lost and found registers and customers should be advised to also check with these stores.

SHOPLIFTING & VANDALISM

Please remember to instruct your staff thoroughly on all matters of security

Staff storerooms should be locked at all times and personal handbags/equipment etc. should not be left out in the open.

• Shoplifting – It is your responsibility to notify the Police in all cases. They will not take a report from Centre Management as we are not the affected victim.

• POLICE: 131 444 (non emergency).

• the Information Desk. In the case of undesirables on the premises, Security should be notified through

• Please note that Security Officers are onsite to protect common areas and assist in emergencies.

• Security Guards are not authorised to apprehend alleged shoplifters within your leased area. Only the person who witnesses the act of stealing and is willing to testify to this in court can act to apprehend the alleged shoplifter. If the alleged shoplifter is still in the vicinity and the witness is willing to testify to this in court, security will then contact the Police, assist to hold the alleged shoplifter and retain the stolen goods.

• It is your right to tell customers they are not welcome on your premises.

LOST CHILDREN / PARENTS / VULNERABLE PEOPLE

If a lost child/parent/vulnerable person is brought to your attention, we would appreciate a call to the Information Desk or Centre Management Office. To assist with a quick reunion between parent and child, we request that you please take a full description identifying the person’s appearance, clothing and approximate age. We in turn will then attempt to reunite them.

PEST CONTROL

The centre has pest control completed within the common areas and some of the food tenancies which is completed every three months, tenancy treatments can be billed back to the respective tenants. All other tenants are required to meet their own pest management obligation.

Lease Terms

RENTAL PAYMENT

A rental statement is emailed to each retailer no later than the 23rd of each month. Payment is due on the first of the month in advance. Banking details are listed on the Tax Invoice provided and cheques should be mailed to Centre Management. Direct Debit payments are preferred.

ELECTRICITY, GAS & OTHER SUNDRY CHARGES

Charged on a monthly basis, issued with the current month tax invoice along with any supporting documentation.

WATER CONSUMPTION & RATES

Water charges are billed on a two month cycle and issued with the current months tax invoice.

MONTHLY SALES FIGURES

Each retailer is required to provide an accurate statement of the value of receipts excluding and including GST during the proceeding month or part thereof as the case may require.

These figures must be provided to Centre Management in writing, by the 7th of each calendar month.

These can be emailed to reception@cockburngateway.com.au

Lease Terms

SHOP FIT-OUTS

The regular upgrade of your store is necessary to keep up with modern trends in merchandising and to maintain a fresh appearance in presentation to your customers

Before you take any action to alter your shop front, store signage or interior fit-out, please read the “Cockburn Gateway Shopping City Tenancy Fit-Out Guide”, available from the Centre Management Office. This booklet has been prepared to ensure that Cockburn Gateway Shopping City continues to maintain a high standard of presentation as well as assist stores for a fit-out. All work must be discussed with Centre Management and approved by the Landlords’ Tenancy Co-ordinator prior to commencement.

All contractors are required to be inducted via the centre’s online induction system before commencing any work. Please be aware that under no circumstances will work that is noisy or likely to cause any inconvenience to customers or fellow retailers be permitted during trading hours. Such work can only be carried out before or after centre trading hours.

Contractors working within your tenancy at any time must first report to the Security Office to sign in and a visitors pass will be given to them. This must be worn at all times whilst on the premises. The pass must be returned to the Security Office at

the completion of the work or at the end of each day’s trade by the contractor

Any contractors found working on site without a pass will be asked to stop what they are doing until they have being given a pass by Security

Please be reminded that all contractors working onsite are required to hold $20 million Public Liability and appropriate Workers Compensation Insurance.

Marketing Procedures

MERCHANDISING

Stores are only permitted to merchandise within the confines of your leased area. Under no circumstances is stock to be displayed in the common area outside your premises without permission from Centre Management.

Merchandising in common areas is permitted only under a controlled situation and is restricted to specific promotions, such as the set dates for sales and other special events.

No advertising matter, other than that which is approved by Centre Management or included in your lease agreement, shall be allowed to be placed on any exterior door, wall or window

No displays, fixtures, racks or signs are to be placed in the common mall area or boxes are not allowed.

beyond the lease line of your premises. Flashing lights, spruikers and spruiking

All signs and displays are to be of the highest standard and of a professional nature. No handwritten signage is allowed.

The centre hires visual merchandisers to style our Display Units throughout the centre on a regular basis who are available to consult with you. If you would like to participate in these displays, please contact Centre Management in advance so we can organise the team to visit your store to collect stock based on the seasonal theme.

NEWSLETTER

A monthly centre newsletter is produced and any success stories, news and staff discounts from individual retailers are welcome.

The newsletter provides information about all upcoming events and it is very important that all staff regularly read the newsletter to keep informed about centre promotions. We encourage you to place this newsletter in your staff area to allow your staff to read it.

Newsletters will be delivered electronically via our retailer email database and in a printed memo form directly to the store.

Marketing Procedures

GIFT CARDS

Gift Cards may be purchased from the Information Desk.

Cockburn Gateway Shopping City makes available Gift Cards as a service to all retailers and shoppers. These Gift Cards are redeemable in participating stores and are valid for a 3 6 month period from time of purchase.

The new Cockburn Gateway Gift Cards work in exactly the same way as an EFTPOS card. We can also supply your store with a ‘Cockburn Gateway Gift Card accepted here’ decal for your front window and add your store to the participating retailers list

Please contact centre management and we can supply a more detailed outline on how to process the redemption of Cockburn Gateway Gift Cards.

CASUAL MALL LEASING OPPORTUNITIES

Cockburn Gateway Shopping City offers retailers the opportunity to undertake Casual Mall Leasing (CML). Casual Mall Leasing allows you to bring your products/ services out into alternative areas of the mall thereby increasing your exposure.

Casual Mall Leasing can be utilised in the following circumstances:

• You have end of line stock

• Sales periods

• You have excess stock

• Your store is being renovated in some manner

• Promote your business in other locations in the centre

Cockburn Gateway Shopping City provides display units for clients to utilise. Trestle tables and tablecloths are not the preferred method of display at Cockburn Gateway Shopping City.

Bookings can be made by contacting Taha Salman on 0427 085 162 or taha.salman@vicinity.com.au, or contact Centre Management for more information.

Market Research Findings

Cockburn Gateway Shopping City is a regional shopping centre and dining destination, located 30 minutes from the Perth CBD. W ith more than 170 stores, the centre and its surrounding retail precincts offer a strong mix of fashion, food, lifestyle and service retailers to meet the needs of Perth’s growing southern corridor.

Here are some statistics to help with your marketing:

• The Cockburn Gateway trade area is made up of 70% ‘families with kids’, which is higher than the Perth average.

• The average household income is $111, 2 5 7 which is 11% higher than the Perth average. The majority of the trade area are white collar workers at 6 6%, compared to the Perth average of 68.4%, with income growth on a per capita basis outpacing the Perth average by approximately 5%.

• The Cockburn Gateway total trade area contains over 314,5 0 0 residents, with 145,3 0 0 living in the Main Trade Area. Main Trade Area population growth increased by 3.9 % year on year, which is above the Perth average of 1 3 %.

• While the trade area is in line with the Perth average at 38% of residents born overseas, the ethnicity is growing at an above average rate. Residents born overseas has increased by 9% over the last decade, which is 3.7% faster than the Perth average. Overseas born residents are predominantly from Asia 15%, with European at 12%.

• The centre’s core customer, a 25 to 45-year old mum, has a high usage of digital and social media (Facebook and Instagram) and is typically a low consumer of traditional media channels. The average age of residents is 33.5.

Sourced from:

• Urbis Market and Centre Assessment, November 2016 and August 2017.

Urbis Shopping Centre and Market Profile, June 2020.

• Quantium Research - Cockburn Gateway Customer and Centre Insights, July 2021.

Stockland Baldivis

Rockingham

Cockburn Gateway Shopping City

Quantum Research - Cockburn Gateway Customer and Centre Insights, June

Emergency Procedures

The centre is fitted with sophisticated fire and emergency alarm systems. We have a procedure that sets the guidelines the centre follows in the event of an emergency.

There are two possible alarms that you may hear within the centre. The first is a

repetitive “beep” (similar to the sound of a reversing truck) which is the Alert Tone.

On hearing this alarm you should stay calm and do nothing. It is an alert to our “emergency wardens” that they are to report to Centre Management immediately for instructions.

If this is followed by the Evacuation Tone (a slow “whoop, whoop” alarm), or on being instructed to evacuate by the Public Address System…

1. Direct customers to leave the shop via the nearest exit.

2. Secure cash and evacuate the shop.

3. Secure the shop (if safe to do so) and evacuate the centre via the nearest exit.

4. Assist customers to exit the centre.

As you can understand during an evacuation it is extremely busy, so please do not phone Centre Management, Information Desk or Security as our staff will be helping people evacuate or using the phones to deal with the emergency. You will be seen to by Security Guards and please listen for messages via the public address system.

Emergency Procedures

In the event of an emergency near or within your tenancy:

1. Remain calm.

2. Quickly assess the extent of the emergency and notify personnel in that area.

3. Do not attempt any action that puts your life or anyone else’s in danger.

4.

Centre Management/Information Desk on (08) 9498 5574 who will also contact

After you have notified any emergency service, if required, please notify the Fire Brigade, the Police and Ambulance, if required.

5. When instructed to evacuate the area, proceed in a calm, orderly manner to the nearest exit and away from the building.

6. Under no circumstances should you re-enter the building until authorised to do so by the Chief Warden’s Authority.

Each store will be provided with an Emergency Procedures/Evacuation Diagram. Please keep this somewhere accessible to all staff. This should be reviewed from time to time and new staff educated as required.

The centre runs evacuation exercises from time to time throughout the year. It is important that all staff participate in these exercises and follow instructions from designated staff. You will be advised of these times accordingly.

FIRST FLOOR

COCKBURNGATEWAY.COM.AU

KEY

Parents Room

Disabled Toilet

Toilets

Information Desk

Postbox

Loading Dock

Lifts

Travelator to Basement

Taxi Rank

Bus Stop Seniors Parking

ACROD Parking

Parents with Prams Parking

to Parking Parking with Parking