Clear and honest information
Explain what a service includes, who is responsible and what remains uncertain. Do not misrepresent prices, delivery dates, accreditation, experience or customer feedback. Correct material errors when identified.
Fair commercial conduct
Explain material charges and exclusions before agreement. Disclose relevant conflicts of interest and commercial relationships where they could affect advice. Do not offer or accept bribes or improper inducements.
Respect for people and belongings
Treat customers, colleagues and service partners with dignity. Handle concerns respectfully, protect confidential information and take appropriate care with personal belongings. Do not tolerate harassment, intimidation or discriminatory conduct.
Responsible service coordination
Identify the responsibilities of IMC and each service provider clearly. Share information only for legitimate, agreed purposes and through appropriate channels. Escalate concerns about safety, service quality or unlawful activity to a designated responsible person.
Concerns and review
The final code must name an accountable owner and provide a working reporting and complaints route. Reports should be considered fairly, and people raising concerns in good faith should not face retaliation. Adoption, training and enforcement arrangements remain subject to confirmation.