A woman and her daughter were speaking in their mother tongue went to a retail store that had a number of volunteer staff. One of the staff people told her that she should speak English and made many derogatory comments; including referring to her and her family as “you people” and telling them that they were not welcome at the store. The woman complained to the on-site supervisor and the head office and received no response.

The store agreed to develop a human rights policy. The policy was to be included in their volunteer handbook and volunteers will receive training on the policy. The policy will include human rights issues specific to newcomers and a complaints process. They were to post notices about the policy and the complaints process in the store.