DIRECT24 CODE OF CONDUCT
1.1. Direct24 Web Advertising LTD takes pride in the service offered as agent and the way business is conducted between Technicians and Consumers. Direct24 is committed to maintaining a high standard of service and therefore requires all Technicians to act in an honest and ethical manner during the performance of any Call-Out or Repair Contracts.
1.2. This Code of Conduct embodies the standards which Technicians are requested to apply when performing Call-Out Contracts and any subsequent Repairs Contract.
1.3. The Code of Conduct prescribes three core values which Direct24 considers as integral to a fair commercial practice.
2. Direct24’s Core Values
2.1. A Technician agrees to work in accordance with the following core values in the performance of Call-Out Contracts and any subsequent Repairs Contract:
2.1.1. The delivery of high-quality repair services;
2.1.2. Promoting the safety of consumers and protection from:
2.1.3. The use of an honest and transparent payment process
2.2. All Technicians are requested to read this Code of Conduct carefully to ensure the full contents are properly understood. Upon instructing Direct24 to act as agent and once the Terms come into effect, Technicians are expected to implement and strictly adhere to this Code of Conduct.
2.3. A Technician should contact Direct24 in the event of any questions arising from this Code of Conduct.
2.4. Direct24 encourages all Technicians to raise any concerns about the behaviour of other Technicians and report situations where it is believed the Code of Conduct may have been breached.
3. The Code
A Technician agrees to the following:
3.1. Providing a High-Quality Service
3.1.1. To comply with any industry code of conduct relevant to the Technician Type as set down by the governing assessment/certification authority.
3.1.2. To execute the Call-out and Repair contracts with reasonable care and skill.
3.1.3. To arrive at the Consumer’s premises within a reasonable time, by no later than the time that was agreed, and notify Direct24 as soon as practicable in the event of any delays/suspected late arrival so the Consumer can be promptly informed;
3.1.4. Ensure to arrive at a Consumer’s premises fully equipped with the correct tools to carry out the service;
3.1.5. Never attempt to complete a job that is beyond your experience/expertise or that is potentially dangerous and could put yours and a Consumer’s safety at risk;
3.1.6. Be respectful when entering a Consumer’s premises and promptly show identification documents upon request by a Consumer;
3.1.7. To never perform either a Call-Out or Repair Contract, or enter into an agreement for a Repair Contract with a Consumer under the age of 18 and with no adult present;
3.1.8. To always provide a fair and honest estimate for the repair work and to never charge in excess of the rates set down in the Direct24 Technician Tariff;
3.1.9. Provide an accurate estimate to the Consumer before the agreement of any Repair Contract of how long the repair is likely to take and any additional materials that will be required;
3.1.10. Allow the Consumer an opportunity to decline to enter into a Repair Contract;
3.1.11. To never place any pressure on a Consumer to enter into a Repair Contract;
3.1.12. When carrying out the Repair Contract, a Technician must work diligently and must not deliberately and/or unfairly act in a way that would increase the final fee;
3.1.13. At the conclusion of the service, explain to the Consumer the work that was carried out, the fault that was found and remedied, any additional materials used, and any after-care advice;
3.1.14. Promptly report to Direct24 when the job has been complete and, using the Online Portal, confirm the total amount charged and any additional materials purchased.
3.2. Protection of Consumers: Bullying
3.2.1. Direct24 defines bullying as any offensive, intimidating, malicious or insulting behaviour involving the misuse of power that can make a person feel vulnerable, upset, humiliated, undermined or threatened. Power does not always mean being in a position of authority, but can include both personal strength and the power to coerce through fear or intimidation.
3.2.2. Bullying can take the form of physical, verbal and non-verbal conduct. Bullying may include, by way of example:
(a) Physical or psychological threats;
(b) Overbearing and intimidating levels of supervision;
(c) Inappropriate derogatory remarks.
3.2.3. A Technician must never use any form of bullying behaviour (as defined above) towards Consumers or anyone.
3.2.4. This policy is applicable during all aspects of the Call-Out and Repair Contracts, when arranging payment with the Consumer, and any subsequent communications with the Consumer.
3.3. Protection of Consumers: Discrimination
3.3.1.Technicians must never unlawfully discriminate against a Consumer on the grounds of age (or perceived age, disability (past or present), gender reassignment, marriage or civil partnership status, race, colour, nationality or ethnic or national origins, religion or belief, sex, sexual orientation or trade union membership (“Protected Characteristic(s)”).
3.3.2. The following forms of discrimination are prohibited under this Code of Conduct and are unlawful:
a) Direct discrimination: treating someone less favourably because of a Protected Characteristic. For example, refusing to perform a Repair Contract because of a consumer’s religious views or because they might be gay.
b) Indirect discrimination: a provision, criterion or practice that applies to everyone but adversely affects people with a particular Protected Characteristic more than others, and is not justified.
c) Harassment: this includes sexual harassment and other unwanted conduct, which has the purpose or effect of violating someone’s dignity or creating an intimidating, hostile, degrading, humiliating or offensive environment for them.
d) Victimisation: retaliation against someone who has complained or has supported someone else’s complaint about discrimination or harassment.
e) Disability discrimination: this includes direct and indirect discrimination, any unjustified less favourable treatment because of the effects of a disability, and failure to make reasonable adjustments to alleviate disadvantages caused by a disability.
3.3.3. A Technician must never act in a way towards a Consumer which could be deemed as prohibited discriminatory behavior in any of the forms as set out above.
3.4. Protection of Consumers: Exploitation
3.4.1. Technicians are trusted to enter a Consumer’s premises and that is why Direct24 carries out an extensive verification process of a Technician’s identity and professional credentials. To that end, a Technician must never take advantage or exploit a Consumer’s vulnerability or misfortune.
3.4.2. A Technician may be called out to attend to a variety of situations and must be mindful that some Consumers may be particularly vulnerable due to their age, mental capacity, disability or other reason which would render them as more vulnerable than others.
3.4.3. Never exploit a Consumer’s vulnerability in any way when performing any aspect of the Call-Out and Repair Contracts, when arranging payment and during any subsequent communications with the Consumer.
3.4.4. Be sympathetic towards Consumers who are experiencing an emergency situation and provide full assistance to remedy the fault.
3.4.5. Never take advantage of a Consumer’s misfortune in any way when performing any aspect of the Call-Out and Repair Contracts, particularly when arranging payment for the services.
3.5. Protection of Consumers: Harassment
3.5.1. Direct24 defines harassment as any unwanted physical, verbal or non-verbal conduct that has the purpose or effect of violating a person’s dignity or creating an intimidating, hostile, degrading, humiliating or offensive environment for them. A single incident can amount to harassment.
3.5.2. Direct24 also considers that unlawful harassment may involve conduct of a sexual nature (sexual harassment), or it may be related to age, disability, gender reassignment, marital or civil partner status, pregnancy or maternity, race, colour, nationality, ethnic or national origin, religion or belief, sex or sexual orientation. Harassment is unacceptable even if it does not fall within any of these categories.
3.5.3. Harassment may include, for example:
a) Unwanted physical conduct or “horseplay”, including touching, pinching, pushing and grabbing;
b)Continued suggestions for social activity after it has been made clear that such suggestions are unwelcome;
c)Sending or displaying material that is pornographic or that some people may find offensive (including emails, text messages, video clips and images sent by mobile phone or posted on the internet);
d)Unwelcome sexual advances or suggestive behaviour (which the harasser may perceive as harmless);
e)Racist, sexist, homophobic or ageist jokes, or derogatory or stereotypical remarks about a particular ethnic or religious group or gender;
f)Outing or threatening to out someone as gay or lesbian;
g)Offensive emails, text messages or social media content; or
h)Mocking, mimicking or belittling a person’s disability.
3.5.4. A Technician must never harass or use other forms of intimidating behavior towards Consumers (as defined above), in any way when performing any aspect of the Call-Out and Repair Contracts, when arranging payment, and via any subsequent communications with the Consumer.
3.6. Honest and Transparent Payment for the Service
3.6.1. A Technician is expected to conduct the payment process with integrity. It is vital that a Consumer understands the total fee charged and is satisfied with the service provided;
3.6.2. Immediately, and insofar as practical to do so, update a Consumer if the fee is likely to be higher than what was initially estimated and to provide a full explanation for the increase in price;
3.6.3. Efficiently issue an invoice to the Consumer, and no later than 24 hours after the completion of the service, and include the information as specified in clause 7.9 above;
3.6.4. Never issue an invoice to the Consumer using Direct24’s name/logo/other trademark;
3.6.5. Only receive payments by cheque or BACS transfer and never demand a cash payment from the consumer. A cash payment should only be received if specifically requested by, and agreed with, the Consumer;
3.6.6. Never refuse to leave the Consumer’s property until payment has been made and never exhibit bullying and/or intimidating behaviour towards a Consumer in order to receive payment.
4. Amendment to the Code of Conduct
4.1. Direct24 reserves the right to amend or vary this Code of Conduct at any time.
4.2. Direct24 will inform Technicians by way of written notice in the event any part of this Code is amended, including the date on when the change will come into effect.