Lesson 12: Ethical Decision-Making

When an employee encounters an uncertain situation, the following decision-making process should be used.

The MyEstate ethical decision test

Step 1: Identify the issue

What has happened, and who could be affected?

Step 2: Establish the facts

What is known, what remains uncertain, and what evidence is available?

Step 3: Check the rules

Consider:

1. The law;
2. MyEstate’s policies;
3. The client agreement;
4. The employee’s authority;
5. Professional standards; and
6. Previous management instructions.

Step 4: Consider the parties

Would the proposed action unfairly harm or mislead a client, customer, colleague, or member of the public?

Step 5: Consider transparency

Would the employee be comfortable if the decision were:

1. Explained to the customer;
2. Reviewed by a manager;
3. Examined by an ombudsman; or
4. Reported publicly?

Step 6: Identify the options

Consider whether the issue can be corrected, disclosed, delayed, declined, or referred.

Step 7: Escalate where necessary

Seek managerial or specialist advice before acting if the position remains uncertain.

Step 8: Record the decision

Record the facts, decision, authority and reasons.