THE ASSOCIATION OF AUSTRALIAN AND NEW ZEALAND INTRODUCTION AGENCIES

Size: px
Start display at page:

Download "THE ASSOCIATION OF AUSTRALIAN AND NEW ZEALAND INTRODUCTION AGENCIES"

Transcription

1 THE ASSOCIATION OF AUSTRALIAN AND NEW ZEALAND INTRODUCTION AGENCIES CODE OF PRACTICE In December 2013 the Association of Australia and New Zealand Introduction Agencies was created in response to genuine concern about the conduct of dating and introduction agencies. The industry is overwhelmed by short lived agencies whose founders expect enormous growth and wealth from poorly funded and researched business plans, not because of a lack of principle but mostly due to a lack of resources and commercial expertise. Even well meaning and reputable agencies often struggle with the bureaucracy of owning a dating agency as official introduction legislation varies between Australian states and territories and is absent in New Zealand. As such all members of AANZIA must agree and comply with this code of practice so that it can be confidently presumed that any organisation within AANZIA will have clear guidelines to follow that will be enforced to our greatest extent. Also for the clarity of consumers an agreement to this code will demonstrate that unlike many other questionable nonmember agencies, AANZIA members can be trusted. Our aim is that AANZIA will be recognised generally as the authoritative voice of the Australasian introduction industry with its members providing a reputable and ethical service. We will strive to create a greater public and media awareness of our service, to raise standards across all of the industry, to lobby for necessary changes and enhance the image of our industry. This code of practice will allow consumers to feel reassured about introduction agencies or related companies that they join as such personal services deserve the utmost confidence and that should they feel dissatisfied, they will have access to independent procedures for resolving their problems. -Forward written by the Secretary of AANZIA Association of Australia and New Zealand Introduction Agencies Level 10, 50 Market Street, Melbourne

2 The aims of the association are: 1 To improve, monitor and regulate the standard of service offered to members of the public. 2 To act as an intermediate between the introduction industry and the public (including the media, for example) in respect of the agencies practice. 3 To represent the industry in Government dealings. 4 To collect and evaluate information concerning Australian and New Zealand introduction agencies. This Code of Practice is designed to further these aims and will be updated when appropriate. All members must accept this code in its entirety and by renewing membership all members confirm that they will follow and uphold these standards. If a client feels dissatisfied with their treatment by a member they have a right to take this up with the Association. The principles set out here are not intended to interpret, qualify or supplant the law of the land. They apply only to business transactions with consumers and members of the AANZIA. 1. STANDARDS OF PRACTICE 1.1. Pre contract information The Code of Practice together with a clear and simple written description of the services offered and the fees to be charged will be clearly explained to all prospective clients before any binding commitment is agreed upon. The client information must be relevant to the service provided by the member type and must include the terms and conditions applicable to that client and will ensure that the member agency explains to any prospective or actual client that it is a member of the AANZIA along with exactly what type of member agency they are and the existence of this Code of Practice. (a) Agency types (I) Full Members: members of the Association (i) Introduction and Dating Agencies: These members must make it clear that their first priority is to establish introductions. A realistic estimate of the number of introductions offered needs to be expressed to the client, taking into consideration the client s situation and preferences, as well as what is considered an introduction i.e. an exchange of contact details or an actual face to face meeting. It must be clearly stated whether or not clients are interviewed and if so, whether all clients are interviewed or only a select few and then for what purposes. 2

3 . (ii) Marriage Agencies: These members must make it clear that first priority is to help clients find committed marriage partners as well as their interview protocol precisely the same as dating agencies. A realistic estimate of the number of introductions offered needs to be expressed to the client, taking into consideration the client s situation and preferences, as well as what is considered an introduction i.e. an exchange of contact details or an actual face to face meeting.. (iii) Events and Clubs: These members must make it clear that their first priority is to arrange and host social events as well as their interview protocol. Prospective client s additionally need to be informed of the approximate number of events they are likely to attend during their membership, the average number of attendees to each event and the geographical area of locations that they might be expected to travel to.. (iv) Lists Method: These members must clearly explain to all prospective clients whether or not they interview their clients and that the service runs off a self selection mechanism.. (v) Search Agencies: These members must make it clear that their first priority is to discuss the specific requirements the client would like in a partner and to perform a personalised search for that specific criteria. It must be clearly stated what is involved in this search including the amount, type, frequency and geographical range of advertising, the time involved in the search process, whether or not an interview is conducted with the individuals who are found in the search and an approximation of the prospective matches.. (vi) Online Dating Agencies: These members must clearly describe to all clients, whether or not new clients are interviewed and also how much of the dating process is self serviced and as such how the client s fees are calculated (II) Associate Members: service providers within the industry that can not vote but have other privileges set out by the Committee. These may include, but are not limited to specialist advertisers, technology providers, security companies, catering companies, coaching/counseling professionals and any other body or professional that provides a service or product that supports the dating industry. (i) These members must make it clear to their clients that they offer no matchmaking, introductory or dating services. Additionally it must be clearly stated that they are associated with the AANZIA and as such complaints towards them will be handled in a similar way to full members. but that they are not subject to all of the principles that full members must abide by. 3

4 Standards of Practice continued: 1.2 All Members will reach an agreement with their clients in regards to the level of service which will be provided to their clients and ensure that their clients expectations managed appropriately. Members will be able to demonstrate that they have attempted to comply with this requirement by ensuring that proper client care information is provided at the outset. High quality guidance and advice must be offered to clients regarding standards and codes of behavior and additional support shall be provided to prospective or actual clients who are or may be vulnerable in any way. 1.3 All Members must clearly indicate on their information literature and online that they are a member of the AANZIA, including having a clear link to the AANZIA site on their website. 1.4 All fees (upfront or future charges including interviews, introductions, upon marriage, dinner fees etc.) must be clearly specified inclusive of GST to any prospective client before an agreement is made. If charged fees vary between clients the member must ensure that they are in no way discriminating against different races, genders, ages and those with disabilities. Unless a legal exemption is in place or the nature of the member s business explicitly communicates a variation, or a variation is required to offer a balanced service to all clients. All members must also offer, maintain and keep an accurate record of a fair refund policy. 1.5 Members must prove that their client base is non-biased in terms of age or gender to the committee of the AANZIA so that their clients can be assured of an assortment of introductions. 1.6 A dedicated office for each member must be in place and staffed with trained professionals that satisfactorily pass the requirements of the AANZIA and the applicable legislations for the purposes of the member agency. This office must be accessible for clients and other interested members of the public such that it can be easily identified located and visited. A listed landline telephone number under the member s control must be in place so that the public can, during normal working hours can contact knowledgeable staff member and an authorative individual if necessary. This requirement is applicable only to a franchisor and not individual franchisees if a member agency has franchised. 1.7 Members shall not divulge information that is supplied by a client without their prior consent, to any other person or party. If a client s details are to be shared with other clients, this must be clearly indicated in the client s contract as well as which details will be shared. Clients shall be removed from a member s records immediately upon their request. The lists of names and addresses of clients must remain the property of the member. These lists must not be sold (with the exception of a business disposal or by prior consent), hired, lent or used for any purpose other than as part of their introduction service. All staff must treat client information with the meticulous discretion and any legal provisions governing the protection of data must be followed 4

5 1.8 The criteria used for matching clients must be fully explained to all prospective clients and whether stated preferences will be explicitly followed or whether they will be treated as general preferences only. 1.9 If a member ceases to trade, they will offer an appropriate refund in respect to their client s unexpired period of membership. The member may alternatively transfer the client to another member who offers a comparable service and provide all reasonable assistance to the agency taking such a client, all with the prior consent of the client. If neither of these options are appropriate, the member will provide all reasonable endeavors to assist the client in securing an acceptable outcome Members must comply with the most current Australian Consumer Law applying to their service and their location. This includes following any subsequent legislation when drawing up their contracts. In particular, the rights and obligations of both parties to a consumer contract must be balanced and the contract must be written in a plain and intelligible language. Members of the AANZIA are referred to the ACL legislation mentioned above at: erms_guide.pdf 2. HANDLING COMPLAINTS ABOUT SERVICE 2.1 Upon receiving a complaint from a client, an AANZIA member must ensure that effective and immediate action is taken to attempt to resolve the complaint. In order to for this to occur an easily accessible and understandable arrangement for the reception and handling of complaints from clients must be in place and active. An accurate record of all complaints and their outcomes will also be maintained. Members will respond to a complaint within 3 working days and will investigate to the best of their abilities to respond once again within 21 working days of the complaint. If a complaint cannot be resolved, the complaint may be referred to the AANZIA for mediation using the AANZIA complaints form. A copy of the complaints form can be downloaded from the AANZIA website. 2.2 Complaints referred to the AANZIA will be acknowledged within 14 working days. Within 21 days a Complaints Officer from the AANZIA will contact both the client and the member and will attempt to negotiate a settlement within 28 days.. Members will co-operate in this process at all times. If a resolution is not possible the Complaints Officer will inform both parties and the accuser can pursue the matter for further if they wish to do so. 2.3 If a complaint contains or relates to evidence of a breach of the Code of Practice or the law the complaints officer will refer the matter for further investigation to the Committee and/or the proper authorities. 2.4 Members should take action to improve their service to their clients if a complaint reveals a fault of their own or a breach in the Code. 5

6 2.5 If complaints are raised to a member through a third party (e.g. Consumer Affairs Victoria or a Citizens Advice Bureau), they should be assisted in by whatever means they require and attempts should be made to re-establish communication with the complaining client and also to reach a satisfactory settlement. 3. COMPLIANCE WITH CODE OF PRACTICE 3.1 This Code of Practice is binding on all members of AANZIA and membership is subject at all times to members adhering to this Code of Practice. 3.2 Officers of the Association will perform random checks on members to certify that they are complying with this Code and information given to the public is accurate according to the Code and that it does not use language or claims, which might well lead to unrealistic expectations on behalf of the prospective clients. Members consent and will cooperate to taking part in such monitoring exercises as shall be prescribed by the AANZIA 3.3 Complaints brought to AANZIA by a client regarding a breach of compliance in this Code of Practice will be investigated and dealt with the disciplinary rules of the constitution. 3.4 In the event that any member breaches this Code of Conduct then the Council have the power to impose upon that member one of the following sanctions; (i) To suspend the member s membership of the AANZIA. (ii) To expel the member from the AANZIA. 3.5 The Committee will use their power in regards to complaints in such a way that any sanction imposed is proportional to the established breach of this Code of Practice. 4. PUBLICITY 4.1 Members must not put any psychological pressure on a client to make a purchase decision i.e. high pressure selling or hard selling 4.1 Advertising must be accurate and not exaggerated or ambiguous in any way that may be misinterpreted by a client. All codes and standards set by the Advertising Standards Bureau and the Australian Communications and Media Authority, and any other legislation currently in force must be obeyed when advertising. 4.2 The words guarantee or guaranteed must be avoided in any advertising. These phrases may only be used if the remedial actions open to a client and the full terms and conditions of the offer are either clearly stated in the advertisement and/or are available in writing before any monetary exchange occurs. 4.3 The quoted price must allow the client to participate fully in the service advertised. As such relevant prices, plus any additional charge that may arise (including GST) must be included in advertising and if the quoted price excludes any service, such exclusions must be clearly stated. 6

THE REAL ESTATE CODE CONDUCT, ETHICS AND BEHAVIOUR IN REAL ESTATE

THE REAL ESTATE CODE CONDUCT, ETHICS AND BEHAVIOUR IN REAL ESTATE THE REAL ESTATE CODE CONDUCT, ETHICS AND BEHAVIOUR IN REAL ESTATE Version 20/4/09 SYNOPSIS A Practitioner should: 1. Uphold the honour and dignity of the profession and not engage in any activity that

More information

Private Health Insurance Code of Conduct

Private Health Insurance Code of Conduct Private Health Insurance Code of Conduct July 2014: Version 5 CONTENTS PART A: GENERAL 1 1. INTRODUCTION 1 1.1 Introduction 1 1.2 Compliance 1 2. OUR COMMITMENT UNDER THE CODE 2 3. PRIVATE HEALTH INSURANCE

More information

UKLPG APPROVED AUTOGAS INSTALLER CONSUMER CODE

UKLPG APPROVED AUTOGAS INSTALLER CONSUMER CODE UKLPG APPROVED AUTOGAS INSTALLER CONSUMER CODE e-mail autogas@uklpg.org Website www.drivelpg.co.uk Office 2.2, Christchurch Business Centre, Grange Road, Christchurch, Dorset, BH23 4JD. CONTENTS SECTION

More information

Making sure that your legal systems are in safe hands. The Collective Voice of the Legal Software Industry

Making sure that your legal systems are in safe hands. The Collective Voice of the Legal Software Industry Making sure that your legal systems are in safe hands The Collective Voice of the Legal Software Industry THERE CAN BE NO DOUBT THAT MODERN LEGAL IT SYSTEMS CAN MAKE A SIGNIFICANT CONTRIBUTION TO THE OVERALL

More information

INSURANCE BROKERS CODE OF PRACTICE

INSURANCE BROKERS CODE OF PRACTICE INSURANCE BROKERS CODE OF PRACTICE BUILDING PROFESSIONAL COMPETENCE AND CONSUMER CONFIDENCE The insurance broking profession is about helping you to navigate the unavoidable complexities of insurance products

More information

The Importance of Retail Leasing in Franchising

The Importance of Retail Leasing in Franchising The Importance of Retail Leasing in Franchising For franchises operated from a fixed location such as a shop or office (rather than a mobile vehicle-based franchise), the lease agreement and conditions

More information

INSURANCE BROKERS CODE OF PRACTICE

INSURANCE BROKERS CODE OF PRACTICE INSURANCE BROKERS CODE OF PRACTICE INSURANCE BROKERS CODE OF PRACTICE OVERVIEW 4-5 IMPORTANT BACKGROUND INFORMATION What does the Code do for you? (Code Objectives) How to navigate the Code How up to date

More information

Code of Practice means the Family Mediation Council s code of practice for family mediation.

Code of Practice means the Family Mediation Council s code of practice for family mediation. Family Mediators Association ( FMA ) complaints and disciplinary procedure concerning clients interviewed by a mediator for a MIAM which term is defined below Purpose This procedure is intended to provide

More information

Securing safe, clean drinking water for all

Securing safe, clean drinking water for all Securing safe, clean drinking water for all Enforcement policy Introduction The Drinking Water Inspectorate (DWI) is the independent regulator of drinking water in England and Wales set up in 1990 by Parliament

More information

Code of Professional and Ethical Conduct for Telecare Services Association of New Zealand (TSANZ)

Code of Professional and Ethical Conduct for Telecare Services Association of New Zealand (TSANZ) Code of Professional and Ethical Conduct for Telecare Services Association of New Zealand (TSANZ) The members of the Telecare Services are committed to the highest standards of professional and ethical

More information

Newcastle City Council Corporate debt policy. December 2013

Newcastle City Council Corporate debt policy. December 2013 Newcastle City Council Corporate debt policy December 2013 1 This policy sets out our approach to collecting and recovering debt owed to us by businesses and residents. Introduction Newcastle City Council

More information

THE GENERAL INSURANCE BROKERS CODE OF PRACTICE

THE GENERAL INSURANCE BROKERS CODE OF PRACTICE THE GENERAL INSURANCE BROKERS CODE OF PRACTICE CONTENTS 1 Introduction Outline of the Code...3 Objectives of the Code...3 Principles of the Code...3 Monitoring of the Code...3 Review and development of

More information

Code of Practice for Ministerial Appointments to Public Bodies

Code of Practice for Ministerial Appointments to Public Bodies This Code of Practice is published by the Commissioner for Public Appointments in fulfilment of his duties as set out in the Order in Council for Public Appointments 2002 (as amended). This Code is effective

More information

Certified Installer Partnership Code of Practice

Certified Installer Partnership Code of Practice Certified Installer Partnership Code of Practice Proper practice guidelines for our accredited tradesmen Find an installer you know you can trust with Certified Installer Partnership When looking for an

More information

Submission to the Review of the General Insurance Code of Practice

Submission to the Review of the General Insurance Code of Practice Submission to the Review of the General Insurance Code of Practice 1 July 2009 Mr A.O. Libke Administrative Officer GPO Box 1705 Brisbane QLD 4001 Ph. 07 3229 6663 Email adminoffice@aicla.org Executive

More information

PRIVATE HEALTH INSURANCE INTERMEDIARIES CODE OF CONDUCT JUNE 2015 VERSION 2

PRIVATE HEALTH INSURANCE INTERMEDIARIES CODE OF CONDUCT JUNE 2015 VERSION 2 PRIVATE HEALTH INSURANCE INTERMEDIARIES CODE OF CONDUCT JUNE 2015 VERSION 2 CONTENTS PART A - Page 4 GENERAL 1. INTRODUCTION 2. OUR COMMITMENT UNDER THE CODE 3. PRIVATE HEALTH INSURANCE ENVIRONMENT PART

More information

GENERAL INSURANCE CODE OF PRACTICE 2014

GENERAL INSURANCE CODE OF PRACTICE 2014 GENERAL INSURANCE CODE OF PRACTICE 2014 1 INTRODUCTION 1.1 We have entered into this voluntary Code with the Insurance Council of Australia (ICA). This Code commits us to uphold minimum standards when

More information

The Professional Standards Team is also available to discuss any aspect of the Code with you, so please do contact us if you have any queries.

The Professional Standards Team is also available to discuss any aspect of the Code with you, so please do contact us if you have any queries. The guide to complying with the REC Code of Professional Practice provides you with a page by page checklist on what you can do to ensure your agency is working to best practice. The Professional Standards

More information

Annex A CITY OF YORK COUNCIL CORPORATE DEBT POLICY

Annex A CITY OF YORK COUNCIL CORPORATE DEBT POLICY Annex A CITY OF YORK COUNCIL CORPORATE DEBT POLICY Contents Paragraph Introduction 1-3 Policy Objectives 4-5 Policy Purpose 6-9 Governance 10 Delivering the Service to the Customer 11 13 Communicating

More information

1. Definition of Franchising

1. Definition of Franchising 1. Definition of Franchising Franchising is a system of marketing goods and/or services and/or technology, which is based upon a close and ongoing collaboration between legally and financially separate

More information

Please read this document carefully as the terms below apply to your Membership

Please read this document carefully as the terms below apply to your Membership Please read this document carefully as the terms below apply to your Membership In particular, please note the following: Where purchasing Membership on behalf of another person, you are deemed to have

More information

Foreign collective investment schemes

Foreign collective investment schemes REGULATORY GUIDE 178 Foreign collective investment schemes June 2012 About this guide This guide is for operators of foreign collective investment schemes (FCIS) that are authorised in other jurisdictions

More information

COMPLAINT HANDLING POLICY

COMPLAINT HANDLING POLICY COMPLAINT HANDLING POLICY September 2012 Page 1 of 11 VERSION HISTORY RECORD OF CHANGES 15/05/02 Document Created 23/07/03 Updated on establishment of business 12/12/05 Review of Policy 04/06/09 Review

More information

Terms of Business Agreement for Brokers working with Coface branch in the United Kingdom

Terms of Business Agreement for Brokers working with Coface branch in the United Kingdom Terms of Business Agreement for Brokers working with Coface branch in the United Kingdom Contents Page(s) Part 1 OUR RESPONSIBILITIES AND DEALINGS WITH BROKERS 1. Our status 2 2. Our responsibilities 2-3

More information

Insurance Broking Terms of Reference

Insurance Broking Terms of Reference Insurance Broking Terms of Reference Effective 1 January 2009 These terms of reference apply to those members of the Financial Ombudsman Service Limited who have been designated as having the Insurance

More information

CODE GOVERNANCE COMMITTEE CHARTER. 1 Functions and responsibilities of the Code Governance Committee

CODE GOVERNANCE COMMITTEE CHARTER. 1 Functions and responsibilities of the Code Governance Committee CODE GOVERNANCE COMMITTEE CHARTER 1 Functions and responsibilities of the Code Governance Committee 1.1 Consistent with the Code and the Constitution, the Code Governance Committee shall be responsible

More information

LICENSED IMMIGRATION ADVISERS Code of Conduct

LICENSED IMMIGRATION ADVISERS Code of Conduct LICENSED IMMIGRATION ADVISERS Code of Conduct 2014 licensed professional protected migrant This code of conduct sets out the required standards of professional and ethical conduct for licensed immigration

More information

Code of Conduct on Mortgage Arrears

Code of Conduct on Mortgage Arrears DEBT MANAGEMENT ASSOCIATION OF IRELAND Code of Conduct on Mortgage Arrears The main purpose of DMAI is to set standards of behavior for debt managers who are working with those in financial difficulties.

More information

Telecommunications Industry Ombudsman Submission on the Australian Consumer Law draft Regulations. October 2010

Telecommunications Industry Ombudsman Submission on the Australian Consumer Law draft Regulations. October 2010 Telecommunications Industry Ombudsman Submission on the Australian Consumer Law draft Regulations Telecommunications Industry Ombudsman Contents About the TIO 1 The Australian Consumer Law draft Regulations

More information

ANNEX E MCL Vehicle Warranty Products final code

ANNEX E MCL Vehicle Warranty Products final code ANNEX E MCL Vehicle Warranty Products final code Introduction The Motor Industry Code of Practice for Vehicle Warranty Products ( the Code ) confirms promises made by subscribing warranty administrators

More information

Contract Disputes How to prevent them; How to deal with them

Contract Disputes How to prevent them; How to deal with them Contract Disputes How to prevent them; How to deal with them Presentation by Geoff Browne, Victorian Small Business Commissioner to the Victorian Waste Management Association 27 May 2014 Thank you for

More information

Queensland Government Code of Practice for Contact Centres

Queensland Government Code of Practice for Contact Centres Queensland Government Code of Practice for Contact Centres Industrial Relations December 2011 The Queensland Government Code of Practice for Contact Centres 0 Table of Contents 1. Introduction... 2 1.1

More information

NATIONAL COMPLAINT & INVESTIGATION GUIDELINES

NATIONAL COMPLAINT & INVESTIGATION GUIDELINES NATIONAL COMPLAINT & INVESTIGATION GUIDELINES June 2013 1. Application These National Complaint & Investigation Guidelines (Guidelines) apply to an Australian Football league that is conducted or administered

More information

PART 1: Relations with Colleagues, Clients, Employers and. Code of Ethics

PART 1: Relations with Colleagues, Clients, Employers and. Code of Ethics PART 1: Relations with Colleagues, Clients, Employers and Code of Ethics INTRODUCTION CODE OF ETHICS Membership of The Institution of Engineers of Ireland (Engineers Ireland) gives you rights and privileges.

More information

The European Code of Ethics for Franchising

The European Code of Ethics for Franchising The European Code of Ethics for Franchising Synopsis 1. Definition of franchising 2. Guiding principles 3. Recruitment, advertising and disclosure 4. Selection of individual franchisees 5. The franchise

More information

Competition and consumer law an overview for small business

Competition and consumer law an overview for small business Competition and consumer law an overview for small business Australian Competition and Consumer Commission 23 Marcus Clarke Street, Canberra, Australian Capital Territory 2601 Commonwealth of Australia

More information

Effective 1 July 2014 - Version 1. Dispute Resolution Guidelines

Effective 1 July 2014 - Version 1. Dispute Resolution Guidelines Effective 1 July 2014 - Version 1 Dispute Resolution Guidelines CONTENTS 1 ABBREVIATIONS 3 2 RELEVANT LEGISLATION 3 3 DEFINITIONS 4 INTRODUCTION 4 5 POLICY STATEMENT 4 5.1 Privacy 4 5.2 Language 5 5.3

More information

SETTLEMENT OF STOCK EXCHANGE DISCIPLINARY MATTERS INVOLVING LISTING RULE BREACHES

SETTLEMENT OF STOCK EXCHANGE DISCIPLINARY MATTERS INVOLVING LISTING RULE BREACHES SETTLEMENT OF STOCK EXCHANGE DISCIPLINARY MATTERS INVOLVING LISTING RULE BREACHES June 2007 INTRODUCTION Enforcement is an important tool in the performance of The Stock Exchange of Hong Kong Limited (the

More information

PRIVATE HEALTH INSURANCE INTERMEDIARIES. DOCUMENT 1: Self-Audit Guide for All Members of PHIIA JUNE 2015 VERSION 2

PRIVATE HEALTH INSURANCE INTERMEDIARIES. DOCUMENT 1: Self-Audit Guide for All Members of PHIIA JUNE 2015 VERSION 2 PRIVATE HEALTH INSURANCE INTERMEDIARIES DOCUMENT 1: Self-Audit Guide for All Members of PHIIA JUNE 2015 VERSION 2 9 For All Members of PHIIA Code Compliance Committee Private Health Insurance Intermediaries

More information

Consumer Code. for Home Builders

Consumer Code. for Home Builders Consumer Code for Home Builders This document contains the Consumer Code requirements together with non-mandatory good practice guidance for Home Builders Second Edition January 2010 Contents Meaning of

More information

ACS Code of Professional Conduct Professional Standards Board Australian Computer Society April 2014

ACS Code of Professional Conduct Professional Standards Board Australian Computer Society April 2014 ACS Code of Professional Conduct Professional Standards Board Australian Computer Society April 2014 ACS Code of Professional Conduct V.2.1 April 2014 Page 1 ACS Code of Professional Conduct Version History

More information

PARALEGAL PRACTITIONERS RULES 2015

PARALEGAL PRACTITIONERS RULES 2015 PARALEGAL PRACTITIONERS RULES 2015 Rule 1. Citation, Commencement and Interpretation 1.1 These Rules may be cited as the Paralegal Practitioners Rules 2015 and come into force on 20th April 2015. These

More information

Principal Members. February 1, 2007. Review of Australia s Consumer Policy Framework Productivity Commission PO Box 1428 Canberra ACT 2616

Principal Members. February 1, 2007. Review of Australia s Consumer Policy Framework Productivity Commission PO Box 1428 Canberra ACT 2616 February 1, 2007 Principal Members Review of Australia s Consumer Policy Framework Productivity Commission PO Box 1428 Canberra ACT 2616 Via email: consumer@pc.gov.au The Australasian Compliance Institute

More information

Fyne Homes Ltd. Common Factoring Policy

Fyne Homes Ltd. Common Factoring Policy Fyne Homes Ltd Common Factoring Policy First Approved : -- Policy Reviewed : November 2014 Next Review Date : Version No : 5 Page 1 of 11 Index 1. POLICY STATEMENT... 3 2. TERMS AND CONDITIONS... 3 3.

More information

APES GN 30 Outsourced Services

APES GN 30 Outsourced Services APES GN 30 Outsourced Services Prepared and issued by Accounting Professional & Ethical Standards Board Limited ISSUED: [DATE] Copyright 2012 Accounting Professional & Ethical Standards Board Limited (

More information

Eastbourne Borough Council Environmental Health Division Food Safety Enforcement Policy

Eastbourne Borough Council Environmental Health Division Food Safety Enforcement Policy Eastbourne Borough Council Environmental Health Division Food Safety Enforcement Policy INTRODUCTION The Council's approach to the enforcement of Food Safety reflects the responsibilities placed upon it

More information

Mediation Pack for the Health & Social Care Services

Mediation Pack for the Health & Social Care Services Mediation Pack for the Health & Social Care Services Contents 1. Mediation Policy Appendix 1: Mediation Assignment Letter Appendix 2: Response to a request for a mediator 2. Code of Ethics Appendix 1:

More information

THE MALAYSIAN INSTITUTE OF CHARTERED SECRETARIES AND ADMINISTRATORS MAICSA PRACTISING CERTIFICATE SCHEME AND REGULATIONS

THE MALAYSIAN INSTITUTE OF CHARTERED SECRETARIES AND ADMINISTRATORS MAICSA PRACTISING CERTIFICATE SCHEME AND REGULATIONS THE MALAYSIAN INSTITUTE OF CHARTERED SECRETARIES AND ADMINISTRATORS MAICSA PRACTISING CERTIFICATE SCHEME AND REGULATIONS A. INTRODUCTION MAICSA recognises the need to provide a Public Practice Scheme that

More information

PRIVACY POLICY. Privacy Statement

PRIVACY POLICY. Privacy Statement PRIVACY POLICY Privacy Statement Blue Care is one of Australia's leading providers of retirement living, community health, help at home services and aged care homes, caring for more than 12,500 people

More information

ASHI Certified Inspectors Handbook

ASHI Certified Inspectors Handbook 2013 ASHI Certified Inspectors Handbook Table of Contents American Society of Home Inspectors, Inc... 3 About the Certified Inspector Program... 3 Becoming an ASHI Certified Inspector... 3 ASHI Associate

More information

Dissolving your charity seeking OSCR s consent

Dissolving your charity seeking OSCR s consent Dissolving your charity seeking OSCR s consent www.oscr.org.uk Crown copyright 2010 Office of the Scottish Charity Regulator 2nd Floor Quadrant House 9 Riverside Drive Dundee DD1 4NY 01382 220446 01382

More information

Franchise dictionary. Advertising fees. Alternative dispute resolution. Arbitration

Franchise dictionary. Advertising fees. Alternative dispute resolution. Arbitration Franchise dictionary Advertising fees Alternative dispute resolution Arbitration Audit Business format Buyback Developer Disclosure Expert determination Franchise Franchise agreement/franchise contract

More information

All you need to know about the. Seniors Money Lifetime Loan. Information for you, your family and your advisers

All you need to know about the. Seniors Money Lifetime Loan. Information for you, your family and your advisers All you need to know about the Seniors Money Lifetime Loan Information for you, your family and your advisers 1 Contents This brochure from Ireland s only specialist Lifetime Mortgage provider highlights

More information

Meeting Room Booking Requirements

Meeting Room Booking Requirements MEETING ROOM BOOKING APPLICATION FORM MEETING ROOM BOOKING Thanks for your interest in the International Coach Guild (ICG). To check availability or if you have any questions regarding Meeting Room hire,

More information

Code of Conduct for registered migration agents

Code of Conduct for registered migration agents Code of Conduct for registered migration agents Current from 1 JULY 2012 SCHEDULE 2: CODE OF CONDUCT (regulation 8) Migration Act 1958, subsection 314(1) THIS CODE OF CONDUCT SHOULD BE DISPLAYED PROMINENTLY

More information

Essential Standards for Registration

Essential Standards for Registration Essential Standards for Registration State and Territory Registering Bodies Australian Capital Territory New South Wales Northern Territory Queensland South Australia Tasmania Victoria Western Australia

More information

Equality and Diversity Policy

Equality and Diversity Policy Equality and Diversity Policy Agreed: November 2014 To be reviewed: November 2015 1 Contents Page 1. Scope and Purpose 3 1.1 Policy Statement 3 1.2 Principles 3 2. Accountability 4 3. Monitoring 7 4. Stakeholders

More information

PRIVATE HEALTH INSURANCE INTERMEDIARIES PRACTICE CODES JUNE 2015 VERSION 2

PRIVATE HEALTH INSURANCE INTERMEDIARIES PRACTICE CODES JUNE 2015 VERSION 2 PRIVATE HEALTH INSURANCE INTERMEDIARIES PRACTICE CODES JUNE 2015 VERSION 2 CONTENTS PART A - Pages 3-4 INTRODUCTION 1. ACCEPTANCE OF CODES 2. CODE COMPLIANCE 2.1 CODE COMPLIANCE COMMITTEE 3. REVIEW AND

More information

RACING VICTORIA LIMITED BOOKMAKERS INTERNET BETTING RULES 2001. Bookmakers' Internet Betting Rules 2001 - Effective 26 Oct 10.docx

RACING VICTORIA LIMITED BOOKMAKERS INTERNET BETTING RULES 2001. Bookmakers' Internet Betting Rules 2001 - Effective 26 Oct 10.docx RACING VICTORIA LIMITED BOOKMAKERS INTERNET BETTING RULES 2001 Bookmakers' Internet Betting Rules 2001 - Effective 26 Oct 10.docx INDEX Rule Page 1. PRELIMINARY... 1 1.1 Title... 1 1.2 Purpose... 1 1.3

More information

Consumer Code. for Home Builders. This document contains the mandatory Consumer Code requirements that Home Builders are required to follow

Consumer Code. for Home Builders. This document contains the mandatory Consumer Code requirements that Home Builders are required to follow Consumer Code for Home Builders This document contains the mandatory Consumer Code requirements that Home Builders are required to follow Second Edition January 2010 Contents Meaning of words... 3 Introduction...

More information

Questions to ask a recruitment or labour hire firm prior to engagement of services in New Zealand

Questions to ask a recruitment or labour hire firm prior to engagement of services in New Zealand Questions to ask a recruitment or labour hire firm prior to engagement of services in New Zealand and labour hire worker service firms are a great way of complementing your business or organisation, however,

More information

Insurance Regulatory Authority

Insurance Regulatory Authority Insurance Regulatory Authority MARKET CONDUCT GUIDELINES FOR INSURANCE INTERMEDIARIES JUNE 2011 THE INSURANCE ACT (CAP 487) MARKET CONDUCT GUIDELINES FOR INSURANCE INTERMEDIARIES TABLE OF CONTENTS 1.0

More information

ALL NATION FINANCE PTY LTD ATF THE ALL NATION UNIT TRUST TRADING AS ALL NATION FINANCE

ALL NATION FINANCE PTY LTD ATF THE ALL NATION UNIT TRUST TRADING AS ALL NATION FINANCE CREDIT GUIDE & QUOTE ALL NATION FINANCE PTY LTD ATF THE ALL NATION UNIT TRUST TRADING AS ALL NATION FINANCE ABN: 68 686 536 129 Address: 10 Lancaster Road, Wangara WA 6065 Australian Credit Licence No:

More information

Motor Vehicle Insurance. and. Repair Industry. Code of Conduct

Motor Vehicle Insurance. and. Repair Industry. Code of Conduct . Motor Vehicle Insurance and Repair Industry Code of Conduct Revised March 2011 MOTOR VEHICLE INSURANCE AND REPAIR INDUSTRY CODE OF CONDUCT 1 TABLE OF CONTENTS PREAMBLE... 3 1. PRINCIPLES OF THE CODE...

More information

FINANCIAL SERVICES GUIDE (FSG)

FINANCIAL SERVICES GUIDE (FSG) FINANCIAL SERVICES GUIDE (FSG) This Financial Services Guide ( FSG ) must be read in conjunction with the Authorised Representative Profile or Adviser Profile. Together these two documents form the full

More information

THE LANDSCAPE INSTITUTE CODE OF STANDARDS OF CONDUCT AND PRACTICE FOR LANDSCAPE PROFESSIONALS

THE LANDSCAPE INSTITUTE CODE OF STANDARDS OF CONDUCT AND PRACTICE FOR LANDSCAPE PROFESSIONALS THE LANDSCAPE INSTITUTE CODE OF STANDARDS OF CONDUCT AND PRACTICE FOR LANDSCAPE PROFESSIONALS May 2012 The Landscape Institute Charles Darwin House 12 Roger Street London WC1N 2JU Telephone: 020 7685 2640

More information

Enterprise bargaining

Enterprise bargaining Enterprise bargaining Australia s new workplace relations system From 1 July 2009, most Australian workplaces are governed by a new system created by the Fair Work Act 2009. The Fair Work Ombudsman helps

More information

Players Agent Registration Regulations

Players Agent Registration Regulations Players Agent Registration Regulations 1 Definitions 1.1 In these, the following terms shall have the following meanings: Agency Activity means acting in any way and at any time in the capacity of agent,

More information

Distribution channels in insurance

Distribution channels in insurance Distribution channels in insurance An insurance cover is an intangible product evidenced by a written contract known as the policy. Insurers market various insurance covers either directly or through various

More information

Supplementary Financial Services Guide

Supplementary Financial Services Guide Supplementary Financial Services Guide Dated 27 July 2015 This Supplementary Financial Services Guide (SFSG) supplements Version. February 2015 of the Crowe Horwath Financial Advice Pty Ltd Financial Services

More information

NIBA College of Insurance Brokers and Risk Professionals Membership Rules

NIBA College of Insurance Brokers and Risk Professionals Membership Rules NIBA College of Insurance Brokers and Risk Professionals Membership Rules 1. Role of the College 1.1 The NIBA College of Insurance Brokers and Risk Professionals (College) aims to provide high quality

More information

General Health Fund Terms and Conditions of Provider Status

General Health Fund Terms and Conditions of Provider Status Provider status with any health fund is not the right of the practitioner. It is a privilege for the skilled health care professional. As such, health care professionals need to ensure that they understand

More information

COUNCIL TAX COLLECTION POLICY

COUNCIL TAX COLLECTION POLICY COUNCIL TAX COLLECTION POLICY Bradford Council recognises that all households are experiencing financial pressure through reduced income and increasing inflation and energy costs. This will inevitably

More information

Home Warranty Insurance Claim Form

Home Warranty Insurance Claim Form Home Warranty Insurance Claim Form General WFI Insurance Limited (ABN 24 000 036 279) trading as Lumley Insurance offers Builders Home Warranty Insurance to owner Builders and Licensed Builders in the

More information

Personal Loan Protection. Product Disclosure Statement and policy wording

Personal Loan Protection. Product Disclosure Statement and policy wording Personal Loan Protection Product Disclosure Statement and policy wording Effective 13 July 2015 Introducing Personal Loan Protection. What is it? Personal Loan Protection is insurance designed to help

More information

GUIDELINES ON SHORT CODE OPERATION IN NIGERIA

GUIDELINES ON SHORT CODE OPERATION IN NIGERIA GUIDELINES ON SHORT CODE OPERATION IN NIGERIA 1 Table of Contents 1. Introduction... 3 2. Objectives... 3 3. Scope and Operation... 4 4. Application Process... 4 5. Code of Practice/Operational Guidelines...

More information

Policy and Procedure for Claims Management

Policy and Procedure for Claims Management Policy and Procedure for Claims Management RESPONSIBLE DIRECTOR: COMMUNICATIONS, PUBLIC ENGAGEMENT AND HUMAN RESOURCES EFFECTIVE FROM: 08/07/10 REVIEW DATE: 01/04/11 To be read in conjunction with: Complaints

More information

Data Protection Policy

Data Protection Policy Internal Ref: NELC 16.60 Review date December 2016 Version No. V04 Data Protection Policy 1 Data Protection Statement Data Protection Policy 1.1 North East Lincolnshire Council recognises that in order

More information

DISPUTE RESOLUTION TERMS

DISPUTE RESOLUTION TERMS National Alternative Dispute Resolution Advisory Council DISPUTE RESOLUTION TERMS The use of terms in (alternative) dispute resolution Sept. 03 Contents INTRODUCTION... 1 Why is consistency of terms needed?...

More information

Home Indemnity Insurance - Western Australia Policy Wording

Home Indemnity Insurance - Western Australia Policy Wording Home Indemnity Insurance - Western Australia Policy Wording CBW HII WA 1213 Effective Date 01 December 2013 Welcome to the financial security provided by Calliden Home Indemnity Insurance - Western Australia

More information

DISCIPLINARY BYE-LAWS

DISCIPLINARY BYE-LAWS PROPOSED NEW DISCIPLINARY BYE-LAWS: NOT IN FORCE The Institute of Chartered Accountants In Ireland Incorporated by Royal Charter 14 th May 1888 Operating as DISCIPLINARY BYE-LAWS Effective Date: [ ] NOT

More information

Society of Wetland Scientists Professional Certification Program Certification Renewal Form Application Information

Society of Wetland Scientists Professional Certification Program Certification Renewal Form Application Information Society of Wetland Scientists Professional Certification Program Certification Renewal Form Application Information Instructions: Please prepare the application in English. All information must be provided

More information

Debt Managers Standards Association Limited (DEMSA) Code of Conduct (the Code)

Debt Managers Standards Association Limited (DEMSA) Code of Conduct (the Code) Debt Managers Standards Association Limited (DEMSA) Code of Conduct (the Code) CONTENTS 1. Introduction 2. Availability of the Code 3. Membership of DEMSA 4. Compliance with Statutory Regulations 5. Compliance

More information

THE GENERAL INSURANCE OMBUDSERVICE

THE GENERAL INSURANCE OMBUDSERVICE THE GENERAL INSURANCE OMBUDSERVICE Terms of Reference for Dispute Resolution The General Insurance OmbudService (GIO) is an independent not-for-profit corporation, created in 2002, with the sole purpose

More information

DISCIPLINARY AND GRIEVANCE ARRANGEMENTS. the disciplinary process: how councils can deal with concerns about employee

DISCIPLINARY AND GRIEVANCE ARRANGEMENTS. the disciplinary process: how councils can deal with concerns about employee Legal Topic Note LTN 22 January 2013 DISCIPLINARY AND GRIEVANCE ARRANGEMENTS 1. This LTN provides guidance on: the disciplinary process: how councils can deal with concerns about employee misconduct or

More information

2a. Membership of UKALA shall commence from the date advised in writing by UKALA and will last for a contract term of twelve calendar months.

2a. Membership of UKALA shall commence from the date advised in writing by UKALA and will last for a contract term of twelve calendar months. UKALA: letting agents thrive The UK Association of Letting Agents The UK Association of Letting Agents 22-26 Albert Embankment To promote and protect the interest s London SE1 7TJ of letting and management

More information

customer debt recovery

customer debt recovery policy customer debt recovery Responsible Officer: Assistant Chief Executive Neighbourhoods Approved: March 2017 Review Date: August 2015 Version: 2 Date Ratified: March 2011 Scope: Incommunities Incommunities

More information

The Do Not Call Register Act 2006 and The Spam Act 2003

The Do Not Call Register Act 2006 and The Spam Act 2003 The Do Not Call Register Act 2006 and The Spam Act 2003 Jane Cole Manager, Telemarketing Investigations Section Julia Cornwell McKean Manager, Anti Spam Team Real Estate Industry Initiative - 2009 1 Presentation

More information

Rights, duties and responsibilities of a letting agent, landlord and tenant

Rights, duties and responsibilities of a letting agent, landlord and tenant Rights, duties and responsibilities of a letting agent, landlord and tenant Sayed Iqbal Mohamed Chairperson, Organisation of Civic Rights Member of KwaZulu Natal Rental Housing Tribunal WHAT AN OWNER/

More information

Insolvency practitioner regulation regulatory objectives and oversight powers

Insolvency practitioner regulation regulatory objectives and oversight powers Insolvency practitioner regulation regulatory objectives and oversight powers Legislative changes introduced on 1 October 2015 December 2015 1 Contents Introduction Part 1: Overview of regulatory objectives

More information

Code of Business Conduct and Ethics. Strike Energy Limited ACN 078 012 745

Code of Business Conduct and Ethics. Strike Energy Limited ACN 078 012 745 Code of Business Conduct and Ethics Strike Energy Limited ACN 078 012 745 Approved: 2 December 2014 Contents 1. General... 1 2. Responsibilities to shareholders and the financial community generally...

More information

A VENDOR FINANCIER S GUIDE TO THE NEW NATIONAL CREDIT ACT

A VENDOR FINANCIER S GUIDE TO THE NEW NATIONAL CREDIT ACT A VENDOR FINANCIER S GUIDE TO THE NEW NATIONAL CREDIT ACT Anthony J Cordato* Overview The new National Credit Act - officially, the National Consumer Credit Protection Act - will commence on I July 2010

More information

This version of the General Insurance Code of Practice took effect on 1 July 2014.

This version of the General Insurance Code of Practice took effect on 1 July 2014. FOREWORD This version of the General Insurance Code of Practice took effect on 1 July 2014. The Board of the Insurance Council of Australia is pleased to support this significant revision of the General

More information

Taking Action. Dispute resolution, legal action and claims for negligence

Taking Action. Dispute resolution, legal action and claims for negligence Taking Action Dispute resolution, legal action and claims for negligence Taking Action Part 3: Dispute Resolution, taking legal action and claims for negligence Introduction If you believe an architect

More information

Financial ServiceS Guide

Financial ServiceS Guide Financial ServiceS Guide Your Service Provider is: Graham Financial Pty Ltd ABN 40 099 693 606 Australian Financial Services Licence Number: 327520 Membership: Financial Planning Association Pty Ltd Boutique

More information

LEEDS CITY COUNCIL CORPORATE DEBT POLICY

LEEDS CITY COUNCIL CORPORATE DEBT POLICY LEEDS CITY COUNCIL CORPORATE DEBT POLICY ( Draft Version 5 ) Summary of policy : This policy details the principles to be adopted by the Council when undertaking the collection of debt in the City of Leeds

More information

Credit Card Repayment Protection

Credit Card Repayment Protection Credit Card Repayment Protection Product Disclosure Statement and policy wording Effective 13 July 2015 1 Introducing Credit Card Repayment Protection. What is it? Credit Card Repayment Protection is insurance

More information

NORTH CAROLINA WESLEYAN COLLEGE POLICY ON GENDER DISCRIMINATION AND SEXUAL HARASSMENT

NORTH CAROLINA WESLEYAN COLLEGE POLICY ON GENDER DISCRIMINATION AND SEXUAL HARASSMENT NORTH CAROLINA WESLEYAN COLLEGE POLICY ON GENDER DISCRIMINATION AND SEXUAL HARASSMENT It is the policy of North Carolina Wesleyan college that unlawful gender discrimination in any form, including sexual

More information

Code of Practice August 2014

Code of Practice August 2014 ABN: 26 103 222 199 RTO #90919 Code of Practice August 2014 San College of Education has developed a Code of Practice to address and establish our commitment to the maintenance of high standards in the

More information

Flexi Loan Repayment Protection

Flexi Loan Repayment Protection Flexi Loan Repayment Protection Product Disclosure Statement and policy wording 1 Effective 13 July 2015 Introducing Flexi Loan Repayment Protection. What is it? Flexi Loan Repayment Protection is insurance

More information