Code of Conduct

This Code of Conduct is to be read in conjunction with our Referrer Terms and Conditions

 

We believe it is our moral obligation to do what is right by our customers

 

To personally recognise the importance of offering digitally enabled solutions that help protect our customer’s families and lifestyle, now and for generations to come.

In return, we expect a high standard of behaviour from our Trusted Referrers.

All our Trusted Referrers are expected to identify with and have a commitment to our philosophy and values, and to demonstrate that commitment in discussing and recommending our asset protection and estate planning solutions with potential customers.

 

Purpose of the Code

 

 

The purpose of this Code of Conduct is to assist you to know and understand the minimum standards of conduct and behaviour expected of you as a Trusted Referrer. Our Code of Conduct reflects our basic requirements of professionalism, integrity and courtesy needed to ensure that we provide a quality service to our customers.

 

Coverage

 

Our Code applies to all Trusted Referrers as well as employees of TrustUs.

 

Principles

 

Our Code of Conduct establishes three principles of conduct which are expected to be observed:

  1. You should fulfil your lawful obligations as a Trusted Referrer with professionalism and integrity.

  2. You should perform your duties honestly, faithfully and efficiently, respecting the rights of customers, the community and your colleagues.

  3. You should not bring TrustUs into disrepute through your activities, whether inside or outside of normal business activities. Activities outside of normal business activities are not likely to be acceptable if they:

    • damage the standing or reputation of TrustUs because of the position you hold;

    • interfere with the proper performance of TrustUs duties of care. 

Shared Expectations

TrustUs can operate effectively and provide a quality outcome for customers when there is a shared expectation between TrustUs and yourself as a Trusted Referrer. This is a two-way commitment that benefits both TrustUs and yourself. Set out below is a summary of the expectations that TrustUs has of you, and the expectations that you, a Trusted Referrer, may have of TrustUs.

 

TrustUs Expectations of Trusted Referrers

TrustUs expects you to:

  • work within the law with honesty and integrity;

  • comply with all lawful and reasonable instructions;

  • comply with the policies of TrustUs;

  • work diligently and meet referral expectations;

  • respect the rights of colleagues, TrustUs staff and the community.

Obligations of TrustUs to Trusted Referrers

As a digital provider, we are committed to meeting the following expectations of Trusted Referrers:

  • a commitment to the spirit and principles of doing ethical business;

  • impartial, transparent and open policies and procedures;

  • fair rates of referral revenue for the delivery of skill and performance;

  • providing clear statements and expectations of you;

  • adequate training and referral support;

  • regular and appropriate feedback on performance;

  • effective communication of information;

  • providing easy to understand efficient and effective online solutions;

  • opportunity to enhance your digital capabilities;

  • adapting to changing business needs;

  • a commitment to continual improvement of online solutions;

Codes of Behaviour

You are to avoid any activity which could reflect badly on TrustUs in its relationships with the community. As a Trusted Referrer you are expected to carry out referral conversations in a manner showing proper and reasonable care.

 

Unacceptable Behaviour

Failure to observe our code of conduct will result in the immediate termination of our Trusted Referrer Agreement. Examples of behaviour that would be considered unacceptable include:

  • pressuring a customer into the wrong solution;

  • ignoring lawful and reasonable instructions;

  • misrepresenting solutions; or

  • giving false information.

Respect for the Rights of Customers

While you are a Trusted Referrer you have a duty to treat your colleagues, customers, potential customers and the public with courtesy and respect. This means that you are expected to:

  • Avoid behaviour that might distress others.

  • Ensure that any relationships do not have a negative effect on performance.

  • Respect the privacy of individuals when dealing with personal information.

Conflicts of Interest and Integrity

You are expected to be honest, fair and impartial when you refer potential customers. This means that:

  • You should not show bias. Everyone should be treated fairly.

  • You must inform TrustUs if you are involved in, or have a personal or financial interest or commitment to, any activity that may conflict, or could be seen by others to conflict, with the performance of TrustUs.

Confidentiality

You are expected to maintain the highest standards of confidentiality.

This means that you are not to:

  • use information related to systems for anything other than authorised purposes; or

  • give passwords to anyone or leave a record of your password anywhere obvious, so that someone else may access it.

Ownership of Information

TrustUs owns all data stored on its online systems. TrustUs has the right to access and view this information at any time.

 

Breaches of the Code of Conduct

Our Code of Conduct describes the standards of behaviour expected of Trusted Referrers. As outlined in our Code, behaviour or actions that are considered unacceptable by TrustUs will result in the immediate termination of our Trusted Referrer Agreement.

 

Relationship to other agreements

This Code does not derogate from your or our rights and obligations under the Referrer Terms and Conditions or the Customer Terms and Conditions (Other Agreements). The Other Agreements prevail to the extent of any inconsistency.