Our field personnel are human professionals entitled to dignity, safety, lawful working conditions, rest and fair investigation. Customers are equally entitled to respectful conduct, reasonable care, privacy and a documented response when service falls short.
1. Expected professional conduct
- Personnel must identify themselves when reasonably requested, follow the approved scope, respect privacy and property, avoid unauthorised use, and report material incidents.
- Customers and occupants must provide a safe environment and must not harass, threaten, discriminate against, confine, intimidate or physically/verbally abuse personnel.
- No party may request illegal activity, unsafe shortcuts, falsified records, concealment, personal errands outside scope, or unauthorised financial handling.
2. Instructions and money
Operational instructions and approvals should pass through authorised written channels. Personnel must not accept unrecorded cash, gifts, loans, commissions, keys or private side-work on behalf of the company. Report any such request immediately.
3. Access and supervision
Access is limited to authorised areas and purposes. Customers should identify restricted areas, hazards, occupants, animals, security procedures and association rules. We may use attendance, task records, photographs or supervisor checks proportionate to the service and privacy requirements.
4. Human performance and substitutions
Illness, fatigue, emergencies, leave, transport, weather and individual error can occur. We may substitute personnel, correct work, retrain, reschedule or change supervision. Human fallibility is not a waiver of our duty to investigate credible service deficiencies or proven misconduct.
5. Safety and emergency action
Personnel may stop work or leave where there is a credible safety threat, abuse, illegal instruction, hazardous material, unsafe equipment or uncontrolled animal. Immediate danger should be reported to emergency authorities first and then to us.
6. Loss, damage or misconduct allegation
Report the issue promptly in writing, preserve relevant evidence, identify the date/location/personnel and avoid public accusation before basic verification where safety permits. We will protect evidence, hear affected persons, review records and take proportionate corrective, disciplinary, contractual, insurance or legal action where supported.
Customers must not impose private fines, withhold personal documents, detain personnel or compel admissions. Nothing prevents lawful police reporting or urgent protective action.
7. Confidentiality and publicity
Personnel and customers must not disclose private property, family, tenant, staff or security information except for service delivery, a protected grievance, legal advice, insurance or lawful authority. Images or allegations should not be published for harassment, coercion or misinformation.
8. Investigation is not automatic admission
Acknowledging, investigating, apologising for inconvenience, replacing personnel or offering a practical remedy is not by itself an admission of legal liability. Proven responsibility will be addressed according to the facts, agreement, insurance and applicable law.
Important: These policies are operational legal documents, not a substitute for advice on a specific dispute. Mandatory rights and duties under applicable law prevail over any inconsistent wording.