Lesson 3 – Acting Honestly, Fairly and Professionally

Honesty

Honesty means telling the truth and not creating a false impression. It includes correcting information that an employee later discovers is inaccurate.

Dishonest conduct may include:

1. Inventing another offer;
2. Falsifying viewing feedback;
3. Concealing a known problem;
4. Altering a document;
5. Misrepresenting an applicant’s position;
6. Recording a task as completed when it was not;
7. Claiming that a legal requirement exists when it does not; or
8. Giving a customer false information to secure a fee or agreement.

Fairness

Fairness involves applying procedures consistently, considering relevant circumstances and avoiding improper advantage.

Fair treatment does not always mean treating everyone identically. A disabled customer may require additional assistance or a different communication method. Providing that adjustment is fair treatment.

Professionalism

Professional conduct includes:

1. Responding within reasonable timescales;
2. Using polite and appropriate language;
3. Preparing for appointments;
4. Keeping commitments;
5. Maintaining confidentiality;
6. Dressing and behaving appropriately;
7. Avoiding arguments or personal comments;
8. Taking responsibility for mistakes;
9. Keeping accurate records; and
10. Referring specialist matters to suitably qualified people.

Correcting mistakes

Mistakes should never be concealed. Where an error is discovered, the employee should:

1. Stop the error from causing further harm where possible.
2. Preserve the relevant records.
3. Inform the appropriate manager.
4. Correct inaccurate information.
5. Notify affected parties where authorised.
6. Record the corrective action.
7. Consider whether a complaint, data breach or compliance report is required.