Lesson 7 – Maintaining Professional Boundaries

Professional boundaries protect employees, customers and MyEstate.

Confidentiality

Employees must not disclose confidential information without a lawful reason or proper authority.

Examples include:

1. A landlord’s financial difficulties;
2. A seller’s minimum acceptable price;
3. A buyer’s maximum budget;
4. A tenant’s medical information;
5. Details of a customer’s complaint;
6. Access codes or security arrangements;
7. Identification documents; and
8. Information about colleagues.

Confidential information should not be discussed with friends, family members or unauthorised colleagues.

Personal relationships

Employees should disclose any personal relationship that may affect, or appear to affect, their impartiality.

This can include relationships with:

1. A client;
2. A buyer or tenant;
3. A contractor;
4. A mortgage broker;
5. A conveyancer; or
6. Another party to the transaction.

Social media

Employees should not:

1. Discuss customers or transactions on personal social-media accounts;
2. Publish photographs taken inside a property without permission;
3. criticise a customer publicly;
4. Share confidential messages;
5. Make discriminatory or offensive comments connected with their employment; or
6. use MyEstate’s name or branding without authority.

Gifts and hospitality

Gifts or hospitality must be handled according to company policy. Employees should not accept anything that might influence, or appear to influence, their decisions.

Any offer of significant hospitality, money, commission or personal benefit should be reported to a manager.

Advice outside an employee’s competence

Employees should not present themselves as solicitors, surveyors, tax advisers, mortgage advisers or other regulated professionals unless properly qualified and authorised.

A suitable response is:

“That issue requires specialist advice. I can provide the factual information held by MyEstate, but I cannot advise you on the legal or tax consequences.”