Code of Conduct
- Purpose and Scope
1.1. Cambridge Management Services is committed to effective, clear, and respectful communication within its own organisation and with its clients to ensure and the highest possible level of professionalism in the delivery and receipt of its services.
1.2. Part of this commitment is to maintain professional interactions between staff and clients which are free from all forms of bullying or harassment.
(a) Bullying is defined as repeated unreasonable behaviour by an individual or group of individuals towards another individual that creates a risk to health and safety.
(b) Harassment is defined as any behaviour that is likely to offend, humiliate, intimidate, or ridicule another person, and that a reasonable person, having regard to all the circumstances, would have anticipated would be offensive, humiliating, intimidating, or ridiculing to the other person. This can include physical, verbal, or written conduct.
1.3. Psychological and social safety in the way our services are delivered and received is essential for the well-being of employees and clients as well overall success of our working relationship. A strong and mutually respectful working relationship is key to our provision of quality services to our clients, which results in better run strata communities.
1.4. The purpose of this policy is to ensure a safe and healthy work environment and to facilitate the highest level of professional interaction between our staff and clients, to protect the welfare and safety of our staff and the representatives of our clients
1.5. The work environment includes all places and circumstances where our staff are required to undertake work, provide services or interact with lot owners, committee members, residents, and any other people in connection to the management of a strata corporation, including without limitation, electronic methods of interaction such as email, text message or social media.
1.6. This policy and the client code of conduct shall apply to all Lot owners, committee members, voters, authorised representatives, service providers and any and all other persons our staff are required to interact with in providing the services to the clients.
- Definitions
2.1. The following definitions apply to this policy:
(a) Cambridge Management Services means Cambridge Management Services and its subsidiaries.
(b) Code of Conduct means the relevant code of conduct provided in clause 5 of this policy.
(c) Client means any client of Cambridge Management Services, including a Strata Corporation (owners corporation or body corporate) which has entered into a Management Agreement with Cambridge Management Services or any other person or entity that Cambridge Management Services provides services to
(d) Client Representative(s) means a duly appointed representative of the Committee of the a Client of Cambridge Management Services, including any sub-committees.
(e) Relevant Legislation means all laws, regulations, and policies related to the Services provided by Cambridge Management Services in the state in which the Services are provided.
(f) Services means our standard strata management services include statutory and building management functions in addition to any specific duties set out in any agreement with a Client.
(g) Strata Corporation means a strata titled body corporate or owners corporation incorporated under the laws of the state in which the Services are provided.
(h) WH&S Acts means Work Health and Safety Act 2011 (NSW); Work Health and Safety Act 2011 (QLD) & Occupational Health and Safety Act 2004 (VIC).
- Principles
3.1. All communication is to be for the purpose of facilitating the provision of the Services to the Client by Cambridge Management Services.
3.2. All communications will be free of discrimination, harassment or bullying, in order to promote a healthy relationship between Cambridge Management Services and the Client, in accordance with the Code of Conduct.
3.3. Clear, consistent and equitable communication is essential for effective operations.
3.4. All communications are presented in plain English language.
3.5. Cambridge Management Services and the Client will ensure that all staff, committee members and representatives are fully aware of this policy, the responsibility to maintain a good communication practice and abide by the methods of communication contained within.
3.6. The Client will communicate via a Client Representative, nominated pursuant to Management Agreement between Cambridge Management Services and the Client.
3.7. All communication will be conducted free of discrimination, harassment and bullying. Communication will be respectful of confidentiality and privacy, and in compliance with the Code of Conduct.
3.8. If a Client or a Client Representative breaches the Code of Conduct, Cambridge Management Services may:
(a) require the Client to nominate an alternative Client Representative for all future communications between the Client and Cambridge Management Services; and
(b) nominate a person to be the interim Client Representative for all future communications between the Client and Cambridge Management Services until the Client has appointed alternative Client Representative; and
(c) refuse service to a Client or a Client Representative in accordance the terms of this policy.
- Code of Conduct
4.1. Cambridge Management Services and the Client agree to adhere to and comply with all relevant codes of conduct as prescribed under the Relevant Legislation as applicable from time to time.
4.2. Without limitation, including any legislative amendments to the codes of conduct, the Client and the Client Representatives agree to adhere to and comply with the following:
Respect:
(a) Clients should treat all staff, other clients, and other service providers with respect and dignity.
Communication:
(b) Clients should communicate with staff in a clear and courteous manner, and refrain from using offensive language or behaviour.
(c) Clients should communicate their needs and concerns in a clear and concise manner.
(d) Clients should refrain from making personal attacks or engaging in verbal abuse when communicating with staff.
(e) Clients should avoid using sarcasm in communication with our staff as it can be misinterpreted and cause offense.
Confidentiality:
(f) Client Representatives should respect the confidentiality of the Client and staff, and not disclose any confidential information without permission, unless authorised or required by law to do so.
Compliance:
(g) Clients should comply with all laws, regulations, and policies related to the Services provided by Cambridge Management Services in the state in which the Services are provided.
Cooperation:
(h) Clients should cooperate with staff and other service providers, and follow the instructions provided by staff.
Fairness:
(i) Client Representatives should be fair in their dealings with our staff, lot owners, committee members, residents, and any other people in connection to the management of a strata corporation, and not engage in discriminatory or harassing behaviour.
Responsiveness:
(j) We will respond to client inquiries and concerns in a timely manner and will provide regular updates on the status of their requests or services. Clients should allow our staff a reasonable time to respond to client inquiries. Excessive follow up requests or unreasonable response times will not be tolerated.
(k) Clients should respond to staff and other service providers in a timely manner, and provide any information requested to enable our staff to provide the Services in a timely manner.
Feedback:
(l) Clients should provide feedback on the services provided and raise any concerns or complaints in a constructive manner.
(m) Health and Safety:
Clients should take all reasonable precautions to ensure the safety and well-being of themselves, our staff and other people in their strata community.
(n) Clients must comply with all reasonable directions given to them by Cambridge Management Services in connection with Cambridge Management Services properly discharging its obligations under the WH&S Acts.
Use appropriate language:
(o) Clients should use appropriate language and refrain from using offensive, derogatory or profane language when communicating with staff.
(p) Show respect: Clients should show respect for staff by addressing them politely, refraining from interrupting them and treating them with the same respect they would expect from our staff.
Honesty:
(q) Client Representatives should be honest when communicating with staff and not provide false or misleading information to our staff, lot owners, committee members, residents, and any other people in connection to the management of a strata corporation.
- Work Health & Safety
5.1. The Client acknowledges the requirements of the WH&S Acts and the various duties of the Client, Client Representatives and Cambridge Management Services to ensure the health and safety of Cambridge Management Services’s staff including without limitation:
(a) to ensure so far as is reasonably practicable the health and safety of our staff; and
(b) to eliminate risks to the health and safety of our staff so far as reasonably practicable or, if it is not reasonably practicable to eliminate such risks, to minimise those risks so far as is reasonably practicable.
5.2. If Cambridge Management Services considers that there are risks to the health and safety of its staff as a result of conduct of the Client, Client Representatives, lot owners, committee members, residents, and any other people in connection to the management of a strata corporation, Cambridge Management Services will provide written notice to the Client of such risks and conduct arising within a reasonable period of time of becoming aware of such risks.
5.3. Without limitation, any such notice issues under clause 5.2 above must outline:
(a) the alleged risks to Cambridge Management Services’s staff’s health and safety; and
(b) any alleged communications, correspondence or other conduct relating to such alleged risks.
5.4. Within 10 business days of the date of any notice issued under clause 5.2 above, the Cambridge Management Services and the Client Representatives will meet in an attempt to resolve the alleged risks and issues in dispute.
5.5. In the event that the parties cannot agree on a proposed outcome to minimise or eliminate such risk(s) within 10 business days of any meeting under clause 5.4 above, Cambridge Management Services may at its absolute discretion take such appropriate management action as is required to ensure the health and safety of Cambridge Management Services’s staff in relation to the identified risks and provide written notice to the Client of any consequential change in the provision of the Service which should result from such appropriate management action.
5.6. The Client will comply with the dispute resolutions clauses in the Management Agreement if a dispute arises from the appropriate management action taken by Cambridge Management Services under clause 5.5 above.
5.7. Nothing contained in the above clauses shall affect the rights of Cambridge Management Services to refuse service to a Client or Client Representative under clauses 3.8, or 6.1 to 6.5 below.
- Refusal of service
6.1. Our company is committed to providing excellent client service to all of our clients. However, in instances where a customer is behaving in a rude or disruptive manner, or otherwise breaching the Code of Conduct, we reserve the right to refuse service.
6.2. Examples of behaviour that may result in the refusal of service include:
(a) Using offensive or abusive language towards our staff or other people in the presence of our staff (with the determination of what constitutes offensive or abusive language to be at the absolute discretion of Cambridge Management Services);
(b) Making threats of violence or engaging in physical violence;
(c) Being under the influence of drugs or alcohol while interacting with our staff;
(d) Discrimination or harassment of any kind;
(e) Sending unreasonably large amounts of correspondence to our staff (with the determination of reasonability of correspondence volumes to be at the absolute discretion of Cambridge Management Services);
(f) Setting unreasonable deadlines for the provision of service, information or advice with the determination of reasonability of deadlines to be at the absolute discretion of Cambridge Management Services).
6.3. Any Client who is refused service will be informed of the reason for the refusal and will be advised of any steps they can take to address the issue and potentially regain service.
6.4. Cambridge Management Services may place reasonable conditions upon the continuation of service to a client which is necessary and reasonable to ensure the health and safety of its staff, including their psychological and social safety.
6.5. It is important to note that this policy applies to all forms of communication, including in-person interactions, phone calls, and online interactions.