Roads and Transport Authority

DUBAI

Operation of Kiosks / Shops at Metro Stations (Red and Green Lines)

COMMERCIAL OPERATORS' MANUAL FOR

RETAIL OUTLETS

Commercial Operators' Manual

CONTENTS

Introduction Section I General Requirements for Operating in Stations A. Commercial Operators B. C. Maintenance Arrangements Concerning Work for which the Commercial Operator is Responsible i Routine Maintenance ii Urgent/Emergency Maintenance D. Safety and Security Precautions E. Emergency Procedures i Station Control and Evacuation ii Action to be Taken on Discovering a Fire in a Kiosk/Shop iii Action to be Taken on Hearing a Fire Alarm iv Action to be Taken in the event of Chemical Spillage/Leakage F. Activities consider as violations Section II Fitting Out Requirements

Station Contact Telephone Numbers

STATIONS DIRECTORY

REDLINE STATIONS MOBILE STATIONS MOBILE (RSH) 056-5034387 (ETT) 056 1775834 (EMI) 056-5034386 (QUS) 056 1775836 AIRPORT TERMINAL 3 (AT3) 056-5034385 AIRPORT FREEZONE (AFZ) 056 1775838 AIRPORT TERMINAL 1(AT1) 056-5034384 (NHD) 056 1775840 GIGICO 056-5034383 (STD) 056 1775842 DEIRA CITY CENTRE(DCC) 056-5034382 (QYD) 056 1775847 (RIG) 056-5034419 (ABH) 056 1775848 SQUARE (USQ) 056-5034420 ABU BAKER AL SIDDIQUE (ABS) 056 1775849 BURJUMAN (BUR) 056-5034421 SALAH AL DIN (SDN) 056 1775850 ADCB 056-5034422 BANIYAS SQUARE (BSQ) 056 1775845 AL JAFILIYA (JAF) 055-4701027 PALM DEIRA (PMD) 056 1775833 WORLD TRADE CENTRE(WTC) 056-5034424 (RAS) 056 1775835 (EMT) 056-5034425 AL GHUBAIBA (GUB) 056 1775837 FINANCIAL CENTRE (FIC) 056-5034426 (FHD) 056 1775839 (BJK) 056-5034427 (OMD) 056 1775841 (BSB) 056-5034428 (HCC) 056 5044727 NOOR BANK (NIB) 055-4701101 (JDF) 056 1775844 FIRST GULF BANK (FGB) 056-5034431 (CRK) 056 1775846 MALL OF EMIRATES (MOE) 056-5034432 ETISALAT CARPARK 056 1775832 SHARAF DG (SDG) 056-5034433 (DIC) 056-5034435 NAKHEEL (NAK) 056-5034436 DAMAC Properties (DMA) 056-5034437 (JLT) 056-5034438 NAKHEEL HARBOUR & TOWER (NHT) 056-5034439 IBN BATUTA (IBB) 056-5034440 (ENE) 056-5042145 (DAN) 056-5042154 UAE Exchange (UAE) 056-5042153

August 2016 Rev. 2 Page 2

Introduction

The Commercial Operators' Manual supplies guidelines to all Dubai Metro Commercial Operators for the fitting out, operating and maintaining of kiosks/shops within the retail area of Dubai Metro Station. These guidelines have been written specifically for kiosk/shop frontline serving staff and managers; all employees of external, fitting out companies/ contractors; and Dubai Metro's operational, security, maintenance and related personnel.

By following these guidelines we can ensure the safety and comfort of customers, the general public, Commercial Operators' staff and contractors help to protect the environment. This Manual does not supersede the agreement made between RTA and a Commercial Operator. Each Commercial Operator is expected to comply with Dubai Metro Ordinance and by-laws, existing Dubai Government rules and station regulations, as well as any subsequent Enactments.

RTA intends to create an environment for all of its Commercial Operators to run efficient and profitable businesses. If there are any queries or procedures that we can help with, please do not hesitate to contact Retail support team or RTA Rail Investment Office on [email protected] or [email protected]

It is the mission of Dubai Metro to provide a quality transport service for the people of Dubai. We want every Dubai Metro passenger to enjoy a safe, environmental friendly, reliable and efficient service that offers good value for money.

We are committed to making the best use of our resources in our continuing quest for excellence in providing high quality passenger services. We also constantly look for newer and better ways to meet passengers' rising expectations.

August 2016 Rev. 2 Page 3

Section I General Requirements for Operating in Station

Dubai Metro wishes each kiosk/shop to enhance the appearance of its stations, even when the outlet is closed. Commercial Operators and their staff are requested to note the following:

A. Commercial Operators

Below are the requirements for each Commercial Operator to follow:

1. Keep his kiosk/shop open during business hours (these should be displayed prominently at the entrance of kiosks/shops for customers' information) and notify RTA Rail Investment Office and Serco Retail Support Team if these hours cannot be kept. He should also inform the Station Master if unable to open the kiosk/shop for business in case of emergency.

2. Illuminate his kiosk/shop sign, the shop front of which will be managed on a 24- houra-day basis by the Operator of Dubai Metro. The control of lighting to shop front signage and projection signage will be managed by the Operator of Dubai Metro. The operating costs and maintenance costs of the shop front lighting will form part of the services charge to be paid by Commercial Operator to RTA.

3. Obtain agreement from RTA and the Operator of Dubai Metro before displaying any sign or advertising material within the retail area or its surroundings.

4. Provide the Operator of Dubai Metro and the Station Master with regular, updated, on-call staff lists for emergency contact both during and outside business hours.

5. Notify the Operator of Dubai Metro and the Station Master of his telephone and facsimile numbers and use these solely for kiosk/shop business purposes.

6. Staff and Contractors of Kiosk/Shop will be briefed by the Station Master regarding the site and the safety measures. A site brief form needs to be filled in and signed by both parties. One copy remains with the Station Management Office and other copy for the staff/Contractor of Kiosk/shop. If appropriate, a pass from the Station Master to allow access to and from the paid area shall be obtained and this shall be recorded. Obtain, if appropriate, a *"Contractor" pass from the Station Master to allow access to and from the paid area. Pass holder must follow all terms and conditions of issue of the Pass as follows:

a. to be given only to kiosk/shop staff;

b. to be used only by kiosk/shop staff;

August 2016 Rev. 2 Page 4 c. not to be used at any other stations or for travelling on DUBAI METRO trains;

d. to be renewed upon expiry;

e. to be returned to the Station Master of the issuing station when the kiosk/shop is closed or when it is no longer required;

f. to be replaced, at the Commercial Operator's expense, if it is lost or damaged.

7. Maintain the kiosk/shop in a clean, tidy and well decorated condition, and be aware that any loss of or damage to Dubai Metro property must be paid for at the Commercial Operator's expense.

8. The passageway communicating the retail area and the place of safe passage shall be kept clear all the time.

9. The arrangement of goods or racks or cabinets or furniture shall not obstruct the proper functioning of sprinkler system and other safety or passenger equipment. The display and arrangement of goods must not block the passageway (exit from the shop) nor any access and egress points. Sufficient width leading to the place of safe passage, i.e. the station public circulation areas, must be maintained at all times.

10. Use the retail area solely for the purpose of conducting a RTA endorsed business, and where necessary gain approval from the RTA for any changes to the business. All activities should be carried out within the retail area. The Operator of Dubai Metro should be notified once approved.

11. Arrange for the prompt disposal of all rubbish during off-peak hours, and keep waste bins, cartons and rubbish out of the public view, in order to avoid inconvenience to Dubai Metro, and other Commercial Operators or passengers, as well as keeping the disposal route (five meters) clean and clear of obstruction.

12. Proper space (storage cabinet, partitioned store room/ space or the like) shall be designated or identified for goods/stocks storage. The Commercial Operators shall be required to declare the nature and type of goods/stocks to be located in the retail storage space. All stocks shall be kept at minimum level inside the storage space, store no inflammable, explosive or hazardous materials in the kiosk/shop and surrounding areas.

13. Ensure goods/stocks are only delivered during times agreed by the RTA unless this is approved by the Operator of Dubai Metro. During the delivery process, if the goods/stocks are placed outside the retail area temporarily, it must not be left

August 2016 Rev. 2 Page 5 unattended and shall be moved to the designated storage space as soon as possible, failing which it will be removed by the Operator of Dubai Metro.

14. Maintain a fire suppression system including fire extinguishers or sprinklers, and keep emergency exits clear.

15. Provide goods/services that will not directly or indirectly infringe or jeopardize Dubai Metro's or other Commercial Operators' interests.

16. Refrain from smoking, eating and drinking within the prohibited areas of the retail area as prescribed. Smoking, eating and drinking within the prohibited areas of the retail area are prohibited.

17. Inform and where necessary gain approval from the RTA and the Operator of Dubai Metro well in advance of any intended promotional activities. Approval from RTA and the Operator of Dubai Metro are required for any promotional activities carried out inside the shop or in any area within Dubai Metro’s control.

18. RTA and the Operator of Dubai Metro will have the right to require the Commercial Operators closure of the shops and stop the normal commercial activities in the event that the RTA and/or the Operator of Dubai Metro consider that the continuation of the commercial activities of the Commercial Operators on specific date and time will cause safety problem and/or is adversely affecting efficient operations. In such event, no compensation will be offered to the Commercial Operators.

B. Dubai Metro

Dubai Metro undertakes to inspect each kiosk/shop regularly. These inspections include routine checks and periodic reviews by the Rail Investment Office of RTA in accordance with the relevant Dubai Metro procedures and instructions. Since the safe and efficient operation of its system is of paramount importance to Dubai Metro, Commercial Operators are requested to ensure that any faults found on their premises are corrected as quickly as possible.

Dubai Metro will conduct periodic reviews and briefing on the security measures at all stations including retail area. They can also provide Commercial Operators with professional advice on security equipment, installations and anti-theft precautions.

August 2016 Rev. 2 Page 6 C. Maintenance Arrangements Concerning Work for Which the Commercial Operator is Responsible

1. Routine Maintenance

a. The Commercial Operator should, at his own expense, maintain in a clean, tidy and safe condition within the kiosk/shop and its surrounding area, fixtures and fittings (whether supplied by himself or Dubai Metro), including fan coils, air conditioners, fire extinguishers, shop-front signage, and roller shutters;

b. The Commercial Operator should submit, for Dubai Metro's approval, a method statement, risk assessments and other relevant documentation detailing the schedule of any maintenance work in accordance with the Operator of Dubai Metro Works Planning Procedure;

c. In accordance with the Operator of Dubai Metro Works Planning Procedure, the Commercial Operator should advise RTA and the Operator of Dubai Metro of its exact date and time, the name and telephone number of the contractor and the name of the person who will be in charge on site;

d. The contractor should report to the Station Master with the relevant permits to work before starting work and after finishing work. The Commercial Operator should supervise the work to ensure it meets the required retail standards.

2. Urgent/Emergency Maintenance

a. The Commercial Operator should supply Dubai Metro with full schedule and details of the work to be carried out;

b. Work cannot commence without the necessary authorization and permits to work and confirmation that the safety arrangements required by RTA and the Operator of Dubai Metro have been fulfilled;

c. The contractor should report to the Station Master before starting and upon finishing work every day.

August 2016 Rev. 2 Page 7 D. Safety and Security Precautions

To maintain the security of each kiosk/shop, Commercial Operators' staffs are advised to take the following security precautions and safety measures:

1. Avoid keeping large amount of cash on the premises. Schedule money bank-in routine randomly in terms of timing and routing. The Commercial Operator should consider installing an alarm system which links with a reliable security services company if valuable items are kept in his shop/kiosk.

2. Make sure that valuable display items are properly secured. If possible they should be removed from showcases after business hours and locked away. Alternatively, the showcase contents could be concealed by posters or screens.

3. Kiosk/shop keys should be issued to and kept by authorised individuals only. Keeping a precise record of key holders often deters fraudulent use.

4. Opening or closing of the kiosk/shop should preferably be carried out by two people, one of whom can keep watch for any suspicious person or activity in the surrounding area.

5. Immediately report any crime, suspected criminal activity, and injury or death in accordance with the Dubai Metro procedures.

6. Maintain an active sprinkler system or install a functional fire extinguisher at an unobstructed and convenient location adjacent to the main access of the kiosk/shop.

7. Goods and products must be displayed in a proper and orderly manner and shall not obstruct passageway. No goods shall be placed outside the retail area.

8. Goods and products on display must not be piled to a height, which poses danger.

9. Commercial Operator must require its staff to be trained to understand and comply with the Operator of Dubai Metro evacuation procedures and know the locations of station fire alarms and fire service installation related to fire safety.

10. Display the station emergency evacuation plan beside the main access of the kiosk/shop.

11. Avoid using chain-type locks to secure the doors of the kiosk/shop.

12. Participate regularly in station fire drills and emergency exercises.

August 2016 Rev. 2 Page 8 13. The provided fire protection and suppression measures are properly maintained in good working conditions, and shall not be altered without approval of the RTA and the Operator of Dubai Metro.

14. Fire alarm and smoke alarm test will be done once a week randomly by the Station Master and records will be maintained.

15. Any type of cooking is not allowed inside the retail unit except heating food using approved equipments.

E. Emergency Procedures

1. Station Control and Evacuation

If an incident arises where the imposing of station control or evacuation regulations is required, Dubai Metro will undertake the following procedures for Commercial Operators:

a. keep kiosk/shop staff informed of all emergency arrangements;

b. advise kiosk/shop staff of alternative emergency exits within the station;

c. if necessary, request kiosk/shop staff to close the kiosk/shop temporarily and report to a nearby assembly point to await return instructions;

d. advise kiosk/shop staff when normal business can be resumed after the incident is over.

2. Action to be Taken on Discovering a Fire in a Kiosk/Shop

The Commercial Operators' staffs are advised to :

a. try to remain as calm as possible ;

b. quickly inform customers and everyone else in the immediate vicinity that a fire has started ;

c. evacuate customers from the kiosk/shop in accordance with the station's escape route regulations;

d. activate the nearest fire alarm by breaking the glass panel of the fire alarm point;

August 2016 Rev. 2 Page 9 e. inform the Station Master by the quickest means possible, giving the exact name and location of the kiosk/shop;

f. take appropriate action to guarantee their own safety, operating the fire extinguishers only if it is safe to do so.

3. Action to be Taken on Hearing a Fire Alarm

The fire alarm rings throughout the station to indicate any emergency condition which might require the evacuation of the station. Once the alarm has been activated, it will continue to ring until it is switched off and reset via the fire indication panel of the Station Master Office.

In the case of a fire being detected on any Commercial Operators' premises, the Station Master will ensure that the staff of the kiosk/shop concerned are informed as quickly as possible. On hearing an alarm, the kiosk/shop staff is advised to:

a. check the immediate vicinity of the kiosk/shop to determine how serious the fire is. If kiosk/shop staffs discover a fire before the arrival of station staff, the procedures set out in sub-paragraph E2 should be followed;

b. if it appears that the fire will affect the kiosk/shop, stop work and, if able to do so, lock away important documents, cash and valuable items;

c. evacuate customers and leave the kiosk/shop along with all other Commercial Operators' staff in a calm and orderly manner;

d. close the main access to the kiosk/shop and be available to offer assistance when station and fire services staff arrive; e. refrain from using the lifts;

f. refrain from carrying large objects, since these may hamper evacuation procedures;

g. assemble quickly at the designated emergency assembly point;

h. seek assistance from station staff if any members of kiosk/shop staff are missing.

August 2016 Rev. 2 Page 10 4. Action to be Taken in the event of Chemical Spillage / Leakage

Commercial Operators should refrain from using any hazardous chemicals. If it is not possible, alternative non-hazardous or less hazardous chemical should be identified. All chemicals should be properly stored in the secured containers and the quantity should be kept to the minimum. Examples include fuel oil, gasoline, kerosene, LPG, any gases that will burn in the normal concentrations of oxygen, combustible metals (magnesium, titanium, sodium, potassium, etc).

Commercial Operators must maintain a complete and up-to-date list of all chemicals that are being in use in their designated area and they must be responsible for maintaining up to date registers. The list should also be kept for verification and safety information, and provided to the RTA concerned department upon request.

If it is necessary to have a small amount of such type of storage of materials for operation of the businesses, a stock list with precautionary measures, where appropriate, must be submitted to Dubai Metro for prior approval.

If an incident of chemical spillage or leakage that may have the significant impact to the traveling public as well as the environment, the Commercial Operator should:

a. take all possible measures to control the situation and prevent it from worsening.

b. if situation deteriorates, the Commercial Operator should evacuate the customers from the incident site and inform the Duty Station Manager/Duty Station Master to implement any emergency measures or even station evacuation, if considered necessary.

c. after the emergency is over, the Commercial Operator should properly handle all waste to prevent it from depleting the environment and keep the Dubai Metro informed of the situation.

August 2016 Rev. 2 Page 11 F. Metro Retail Violations

Violation First incident Second Third incident incident 1. Damages to station’s Letter to be sent to the assets and properties retailer informing that he need to bear the cost of replacing or fixing the asset. 2. Retailers causing fire Email notification Warning Stop the operation till alarms due to cooking Letter they rectify the issue activities. 3. Obstructed Email notification Warning Stop the operation till Emergency Doors & Letter they rectify the issue roller shutters.

4. No regular Email notification Warning Stop the operation till cleanliness, pest Letter they rectify the issue controlling and maintenance carried out in the shop. 5. Shops closing without Letter to be sent to the notifying RTA/SERCO retailer asking the reason for closing and the retailer needs to do regular inspection and update status of the shop to RTA/Serco. 6. No proper waste Email notification Warning Stop the operation till disposal Letter they rectify the issue 7. Promotional Activities Email notification Warning Stop the operation till without RTA/ Serco Letter they apply for approval permission.

8. No regular inspection Email notification Warning Stop the operation till on Fire Protection Letter they rectify the issue System 9. Keeping no approved Email notification Warning Terminate the equipment or furniture Letter investment agreement

August 2016 Rev. 2 Page 12 Section II Fitting Out Requirements

1. The Commercial Operator is advised to obtain from the appropriate authorities and keep in force all licences, consents and permissions and make all registrations necessary to enable him to undertake Business at the retail area.

2. The Commercial Operator should submit fit-out proposal including 4 sets of drawings, specifications and the completed “Information Sheets of Fit-Out Works” as requested by RTA, and is expected to comply with Dubai Metro by-laws, all Government ordinances, statutory requirements or regulations wherever applicable.

3. Detailed fitting out requirements are stipulated in the “Fit-out Guide” in separate volume.

August 2016 Rev. 2 Page 13