Agent Code of Conduct | Caregivershome

1Core principles

Zero tolerance: Any form of abuse, harassment, exploitation or degradation by an agent will lead to immediate suspension and an investigation, which can result in dismissal and criminal prosecution.
Informed consent: Every interaction must respect each person's right to make their own choices. No agent may coerce, manipulate or force anyone to comply by using a position of power.
Duty of care: Agents have a legal and ethical duty to keep colleagues and clients safe, and to put the well-being of vulnerable people first.
Transparency and accountability: Every agent is answerable for their own actions. Professional boundaries must stay clear and uncompromised at all times.

Zero sexual contact: Agents must never engage in any sexual act, request or advance with clients or colleagues while on duty or doing any work for Caregivershome.
No inappropriate language: Verbal harassment, sexually explicit comments, name-calling and jokes of a sexual nature are strictly forbidden.
No unwanted physical contact: Any touching without consent, invading someone's personal space, or inappropriate physical gestures will lead to severe disciplinary action.
No digital misconduct: Sending unwanted sexual messages or explicit content, or using technology to track, stalk or harass anyone, is prohibited.

No intimidation or bullying: Agents must not use threats, humiliation, insults, constant criticism or manipulation to control or belittle others.
No coercive control: Restricting someone's movements, cutting them off from friends or team members, or threatening retaliation is a serious breach of this code.
No physical violation: Hitting, restraining, shoving or using any physical force against a colleague or client is strictly forbidden, except in genuine, immediate self-defence that can be verified.

No financial exploitation: Agents must never abuse their position to take money or property, commit fraud, steal, or control a vulnerable client's finances.
No abuse of authority: Agents must not use their role to force compliance, withhold essential help or resources, or deny support as a punishment.

If you are a client, family member or colleague and something worries you, tell us straight away:

Call us on 087 265 0753.
WhatsApp us on 065 288 3903.
Email hello@caregivershome.co.za.
In an emergency, call the police (SAPS) on 10111 first, then tell us.
We act on every report within 24 hours.
Anyone who reports a concern in good faith is protected from retaliation. Threatening or punishing someone for reporting is itself a breach of this code.

The agent is suspended immediately while we investigate, and their Caregivershome ID card is suspended.
A suspended ID card shows "Not valid" when scanned, so clients can see straight away that the agent may not work.
We investigate and may speak to the client, the agent and any witnesses.
Depending on the outcome, the agent may be dismissed, and we may open a criminal case with the police.

Clients have rules too: see Client conduct and agent safety in our Terms.

This code applies alongside our Terms & Conditions and South African law.