POLICIES AND PROCEDURES
Step One: Request for Investigation. Make a request for an investigation as to whether or not an area is
reasonably safe to make deliveries at all times by calling the Domino's Pizza Hotline at 1800-284-0911.
When calling in a request for investigation be prepared to give the following information:
- Name and telephone number of the person making the request;
- Date of request;
- Specific area in question;
- Detailed summary of the reason for the request; and,
- Any suggestions as to what measures could be taken to continue to make deliveries to the area.
Step Two: Receipt of Request. Upon receipt of a call requesting an investigation, the persons operating the
Domino's Pizza Hotline will generate a written report of the call and deliver the report to the Director of Safety
The reports and documents associated with each investigation should be kept for the entire time that any
limitation on delivery service is in effect and for a period of three (3) months from the date of receipt of the
Request or for three (3) months following the removal of the limitation. If the documents are possibly needed
for litigation or some other lawful purpose, the record retention policy is to be suspended for those particular
documents and they are to be transferred to the safekeeping of corporate counsel.
Step Three: Investigation
An investigation of a Request shall be conducted under the direction of the Director of Safety and Security.
The investigation shall include a prompt collection of such relevant information as is appropriate, considering
the Request, and as is reasonably calculated to facilitate a well-informed consideration of all relevant factors.
Appropriate action may include:
- Collection of relevant documents;
- Collection of relevant information and statistics concerning the area under investigation, where available;
- Conducting a thorough visit to the area under investigation and recording the visit with photographs and
- Interviews with store employees, especially those who are more familiar with the area under investigation;
- Consultation with law enforcement personnel;
- Consultation with representatives from local businesses and community organizations that have a presence in
the area under investigation;
- Obtaining advice from corporate counsel to ensure compliance with Federal, state and local laws and
- Observing the type of security measures being used by residents and businesses in the area and
recording your observations by photographs and/or notes; and,
- Such other action as may be deemed necessary or useful to complete the Investigation.
Collection of Documents. Some examples of the kinds of documents that may be collected include:
- Prior internal incident reports and complaints;
- Relevant worker's compensation documents for employees at the store nearest to the area under
- A list of names, addresses and telephone numbers of store employees and other supervisory
personnel whose work may bring them into contact with the area;
- Store delivery map;
- Information pertaining to the frequency and patterns of other deliveries being made from the store;
- The facts and circumstances of security incidents which have occurred in the delivery area but
outside the area under investigation.
Collection of Relevant Information. Some examples of the kind of relevant information that may be collected
- Incident Reports from the local police and/or sheriff's department;
- Crime analysis of area, if possible;
- Newspaper articles concerning the area under investigation;
- Delivery policies of other delivery businesses in the area and their experience with deliveries;
- The content of training provided to store employees as well as when the training was provided, and
the names of the employees who received the training;
- Review of performance of store employees, including a review of how well the employees are
implementing the safety and security training they have received.
On-Site Visitation. As soon as is practicable after receipt of a Request for Investigation, a personal visit
to the entire delivery and service area of the store and the area under investigation may be in order. Consider
an actual walk-through of the area under investigation, both during daylight hours and later in the evening.
Representative photographs of the area under investigation should be obtained, if possible, and notes of
problems, circumstances, names and telephone numbers should be made.
Interviews With Store Employees. As soon as is practicable after receipt of a Request for Investigation,
relevant information should be obtained from the store employees, by way of personal interviews, if possible.
Relevant information may include personal experiences with the area under investigation; feelings about
working in that area; names and addresses of other persons who may have information about the area under
investigation; extent of training and the use of the techniques covered in the training material.
Consultation With Law Enforcement Personnel. As soon as is practicable after receipt of a Request for
Investigation, a personal visit should be made to local law enforcement agencies to obtain relevant information
about prior incidents; law enforcement policies for the area under investigation, and other relevant advice and
suggestions. Record the name and badge number of the officer or officers with whom you speak, as well as
the date and time of your conversation. If a Freedom of Information Act Request appears necessary to obtain
documents from the law enforcement agencies, obtain the name and address of the Freedom of Information Act Officer for the agency. In certain circumstances it may be
appropriate to request a heightened presence of law enforcement personnel in the area.
Consultation With Representatives From Local Businesses And Community Organizations. As soon as
is practicable after receipt of a Request for Investigation, consider making personal visits to local businesses
in the area to learn of their experiences. Interviews with convenience store employees, cab drivers, florist
delivery personnel, UPS and Fed Ex drivers, rubbish haulers, utility companies, and other delivery businesses
may be sources of information. Also, interviews with local political figures, "block leaders", religious leaders,
and leaders of other civic organizations may provide other useful information.
Obtain Advice From Corporate Counsel To Ensure Compliance With Federal, State And Local Laws And Regulations. An experienced corporate counsel can provide an overview of applicable laws and
regulations and direct that portion of the investigation that pertains to compliance with the law.
Step Four: Evaluation. Promptly upon the completion of the investigation the information collected is to be
presented to the Delivery Service Committee, which shall be a sub committee of the Legal Committee and
- Appropriate upper-level management;
- Representatives with training in the areas of safety or security;
- Corporate counsel; and,
- Other representatives of the company.
The Committee's charge shall be to evaluate the results of the investigation as promptly as possible and to
reach a determination as to whether or not deliveries can be made to all or a part of the area under
investigation with reasonable safety to employees, based on the information gathered during the investigation.
A reasonably safe work environment for employees shall remain the paramount consideration. FACTORS
SUCH AS RACE, NATIONAL ORIGIN, RELIGION, SEX, AGE, OR ANY OTHER CHARACTERISTIC
PROTECTED BY LAW, WILL NEVER BE CONSIDERED IN THE EVALUATION.
Promptly upon completion of the evaluation, the Committee's recommendations will be delivered to the
Operations representative on the Committee for implementation.
Step Five: Other Actions. Simultaneous with the Investigation, the area supervisor shall
review the store's training and hiring practices, and the role the store and Domino's
Pizza, Inc. plays in the community.
Training. The supervisor should verify that store employees are being properly trained in
areas of safety and security. This undertaking is also to serve as an opportunity to
heighten awareness of the absolute requirement that all employees must promote anti-discrimination policies and treat everyone with equal respect and courtesy, regardless of
age, sex, race, religion, social standing, national origin, or other characteristics
protected by law.
Hiring Practices. The supervisor should verify that the store is making
reasonable efforts to recruit employees from the area and that all other aspects of the
equal employment opportunity policy are being promoted.
Community Involvement. Efforts are to be made to verify that Domino's Pizza,
Inc., and the tradename under which it conducts business, is known in the community
for participation in appropriate community programs and is a supporter of worthy
causes. Meetings with community, religious and political leaders may provide an
opportunity to identify problems in the community, such as crime, poor lighting, loitering,
unemployment, lack of house numbers, and similar issues, and serve as a way to
become a part of the solution to these problems.
Step Six: Decision To Limit Delivery Service.
Once an area has been validly investigated and legitimate safety or other business
concerns have been documented, a decision to depart from the standard practice of
offering delivery service to all residents of the area during all times the store is open for
business may be appropriate. Once this decision is made, Operations shall do the
Communicate the Limitations
- Advise store employees of the limitations
- Explain that the company hopes the limitations are temporary and that it plans to re-evaluate the limitations at a time in
- Request assistance from store employees in monitoring the circumstances
- Advise delivery drivers to not drive through an area where delivery service is limited, during times when service is not
offered, in order to make a delivery in another area.
Adjust the Phone Message.
Consider the fact that in advising a customer that the store does not deliver to them, it may be taken to mean
that the store is implying that the customer is a security risk. Chances are, the person calling in to place an
order is not the cause of the area's problem. The issue of declining to make a delivery can evoke a strong
emotional response and store employees should be trained to respond to the caller in an appropriate manner.
Step Seven: Monitor the Area and The Decision.
Circumstances may change over time. Reasons once valid to support a decision may at some time become
less valid. The decision to limit delivery service shall be reviewed under the direction of the Director of Security
on an annual basis, or more frequently as circumstances may warrant, who will report to the Delivery Service Committee, in an effort to detect a substantial change in circumstances
that may suggest modifying a delivery practice.
Step Eight: Emergency Response.
Unfortunately, situations may arise which indicate action is required sooner than
can be expected from following the procedures outlined above. Although it is
impossible to identify every one of these circumstances, some examples of
situations which indicate an immediate response include multiple security
incidents at a specific location, a security-related injury to an employee, police
action in response to an event in a delivery area, civil unrest, or serious threats
of harm to employees. Under these limited and extraordinary circumstances, the
person running the shift in the store at the time shall have the authority to
suspend delivery to the area posing a risk of harm to employees. That action
shall be limited to that which is required to promote the safety and well being of
However, the person making the emergency decision shall immediately contact
an appropriate supervisor to report the emergency situation. Such a report
should be made as soon as is possible, and by initiating a page to the
supervisory person if necessary, but no later than 9:00 a.m. the morning
following the initiation of the emergency response action. At that time, a more
formal investigation could be instituted in accordance with the company's
policies. Simply initiating an emergency decision to limit delivery service and
placing a call or page to a supervisory person does not mean that local law
enforcement personnel should not be called. Report all security incidents to local
Step Nine: Sanctions. Failure to follow the established procedures within the
time allotted will result in disciplinary action, up to and including immediate
termination of employment.