Lesson 9 – Conduct That Could Harm a Customer, Client or MyEstate

Poor conduct can cause:

1. Financial loss;
2. Loss of a property or transaction;
3. Distress or inconvenience;
4. Discrimination;
5. Safety risks;
6. Regulatory or legal action;
7. Ombudsman awards;
8. Loss of client money;
9. Reputational damage;
10. Negative reviews;
11. Loss of business; or
12. Disciplinary action.

Warning signs

Employees should be alert to:

1. Information being concealed from a customer;
2. Documents being altered or backdated;
3. Money being requested without a clear basis;
4. Offers not being recorded or communicated;
5. A colleague overriding normal controls;
6. Unauthorised access to personal information;
7. Discriminatory comments or instructions;
8. Complaints being deleted or ignored;
9. Pressure to give inaccurate information;
10. Personal use of client or company funds;
11. False reviews or fabricated feedback;
12. Safety concerns being disregarded; and
13. Customers being pressured into related services.

Personal accountability

An employee should not participate in improper conduct merely because:

1. A client requested it;
2. A colleague said it was normal;
3. A manager appeared to approve it;
4. It might help meet a sales target;
5. No one is likely to discover it; or
6. The employee did not personally benefit.

Concerns should be reported through the proper management or whistleblowing procedure.