The Client Code of Conduct serves as a critical governance document for organizations operating in Australia that need to establish clear behavioral standards and expectations for their clients. This document is essential when an organization requires formal guidelines to manage client interactions, protect staff and other clients, and ensure compliance with Australian legislative requirements. The code typically includes sections on expected behaviors, communication standards, privacy obligations, facility usage, and consequences of non-compliance. It should be implemented when an organization starts providing services to clients or needs to update existing conduct policies to reflect current best practices and legal requirements.
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1. Introduction: Purpose and scope of the Code of Conduct, including whom it applies to and when it takes effect
2. Definitions: Clear definitions of key terms used throughout the document
3. General Principles: Overview of the fundamental values and principles that guide client behavior and interaction
4. Expected Behaviors: Specific behavioral expectations and standards required of clients
5. Safety and Security: Rules and guidelines regarding physical and digital security measures
6. Communication Standards: Acceptable methods and standards of communication with staff and within facilities
7. Privacy and Confidentiality: Client obligations regarding privacy and confidential information
8. Use of Facilities and Resources: Guidelines for appropriate use of organization's facilities, equipment, and resources
9. Non-Discrimination and Respect: Requirements for respectful behavior and anti-discrimination principles
10. Breach of Code: Consequences and procedures for handling violations of the code
11. Review and Amendments: Process for reviewing and updating the code
1. Digital Services Usage: Include when organization provides online or digital services to clients
2. Intellectual Property: Include when clients may have access to or create intellectual property
3. Health and Safety Protocols: Include for organizations with physical premises or face-to-face services
4. Payment Terms and Financial Conduct: Include when financial transactions are part of the client relationship
5. Environmental Responsibility: Include when organization has specific environmental policies that clients must follow
6. Child Safety Standards: Include when services involve interaction with or around children
7. Cultural Safety: Include when working with diverse cultural groups or Indigenous communities
1. Schedule A - Incident Reporting Procedures: Detailed procedures for reporting code violations or incidents
2. Schedule B - Complaint Resolution Process: Step-by-step process for handling and resolving complaints
3. Schedule C - Facility Usage Guidelines: Specific rules and procedures for using different facilities or services
4. Appendix 1 - Acknowledgment Form: Form for clients to sign acknowledging they have read and understood the code
5. Appendix 2 - Contact Information: List of relevant contacts for various situations or concerns
6. Appendix 3 - Examples of Code Violations: Practical examples of behaviors that constitute code violations
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