Basic Principles

2.1 General

This section sets out the general principles which have guided our Company over the years and on which this Code of Ethics & Guidelines for Business Conduct is based.

  • ACCEPTANCE - Of decisions made by the proper forum, person or authority
  • COMMITMENT - To quality and service
  • CONFIDENCE - In making decisions after due regard is taken of all relevant facts and circumstances
  • CONSIDERATION - For the concerns of others
  • FAIR PLAY - Being just and consistent in our dealings with all
  • HONESTY - In what we say and do
  • HUMILITY - Without pretension or self-importance
  • INTEGRITY - Our word is our bond
  • LOYALTY - To the organization and companies forming part of our Group
  • OPEN-DOOR - Easy accessibility
  • RESPECT - For staff, peers, managers and directors
  • SINCERITY - Being genuine and without pretence
  • TOLERANCE - For each other's differences
  • TRANSPARENCY - Being open in what we do
  • TRUST - To inspire and earn the trust and confidence of staff, associates and the public by our conduct

2. 2 Responsibility to Customers

Customer satisfaction enhances profitability, growth and success in today's competitive business environment. Satisfying our customers and clients must always be one of our primary goals.

Customer satisfaction requires:

  • Doing the right things right the first time and every time
  • Promptly addressing customers' needs and concerns
  • Honouring commitments made to customers
  • Not taking the customer for granted
  • Treating the customer politely and with respect

2.3 Management's Responsibility to Staff

A qualified, well-trained and highly motivated staff is the foundation on which any successful company is built. To achieve the respect and loyalty of staff, management must:

  • Provide leadership and vision
  • Set clear goals and objectives
  • Provide regular performance feedback
  • Be firm, fair and consistent
  • Show respect for staff
  • Be confidential, in keeping with employment practices and legal principles
  • Preserve health and safety
  • Create a working environment conducive to well-being
  • Provide appropriate training
  • Provide opportunities for advancement
  • Encourage recognition and reward
  • Foster high morale
  • Encourage communication
  • Facilitate an open-door policy
  • Provide adequate remuneration

2.4 Employees' responsibility to the Company

Employees must be fully committed to acting in the best interest of the Company and in so doing must

  • Apply full energy and commitment in performance of duties
  • Fully participate and provide feedback as required
  • Be honest
  • Be loyal to the Company
  • Do nothing which would bring the Company into disrepute or adversely affect its image
  • Exhibit conduct in keeping with the Company’s standards and image
  • Be confidential
  • Be respectful
  • Foster an atmosphere of cooperation and harmony in the workplace