askowethu.co.za

Provider Code of Conduct

Effective date: 5 July 2026

1. Purpose

The AskOwethu Provider Code of Conduct ("Code") establishes the professional, ethical, and operational standards expected of every Provider using the AskOwethu Platform. This Code forms part of the AskOwethu Service Provider Agreement and applies to all Providers regardless of the services they offer.

Failure to comply with this Code may result in warnings, suspension, permanent removal from the Platform, forfeiture of earnings where legally permitted, and legal action where appropriate.

2. Our Values

Every AskOwethu Provider is expected to demonstrate:

• Professionalism
• Honesty
• Reliability
• Respect
• Integrity
• Safety
• Accountability
• Quality workmanship

These values help maintain trust between Customers, Providers, and AskOwethu.

3. Professional Conduct

Providers must:

• Treat every Customer courteously and respectfully.
• Communicate professionally at all times.
• Maintain a neat and presentable appearance appropriate for the service being provided.
• Conduct themselves in a manner that reflects positively on AskOwethu.
• Respect cultural, religious, and personal differences.

Providers must not:

• Use abusive, threatening, discriminatory, or offensive language.
• Harass Customers or members of their household.
• Engage in aggressive or intimidating behaviour.
• Consume alcohol or illegal drugs before or during a booking.
• Arrive under the influence of alcohol or drugs.

4. Customer Service

Providers are expected to:

• Arrive on time or notify the Customer immediately if delayed.
• Perform only the agreed scope of work unless additional work is approved by the Customer.
• Explain any changes to pricing before carrying out additional work.
• Complete bookings to a professional standard.
• Leave the work area reasonably clean and safe.

Good customer service is essential to maintaining a positive reputation on the Platform.

5. Honesty and Transparency

Providers must:

• Give accurate quotations.
• Describe their qualifications truthfully.
• Only advertise services they are competent to perform.
• Use genuine materials where promised.
• Issue accurate invoices or receipts where applicable.

Providers must never:

• Inflate prices after acceptance without Customer approval.
• Misrepresent qualifications or experience.
• Claim work has been completed when it has not.
• Submit false documents during verification.

6. Safety

Safety is the highest priority. Providers must:

• Follow all applicable health and safety laws.
• Use appropriate personal protective equipment where required.
• Ensure work is carried out safely.
• Warn Customers of any known hazards.
• Immediately stop work if continuing would create an unreasonable safety risk.

Providers must never knowingly perform unsafe work.

7. Respect for Customer Property

Providers must:

• Handle Customer property with care.
• Obtain permission before moving belongings.
• Protect floors, furniture, walls, and fixtures where practical.
• Report accidental damage immediately.
• Take reasonable steps to prevent further damage.

Intentional damage will result in immediate removal from the Platform.

8. Confidentiality

Providers may become aware of confidential information while providing services. Providers must not:

• Share Customer information.
• Photograph a Customer's home or property without permission.
• Publish Customer details on social media.
• Use Customer information for marketing without consent.

Customer privacy must always be respected.

9. Non-Discrimination

AskOwethu does not tolerate discrimination. Providers may not refuse, mistreat, or harass Customers based on:

• race;
• colour;
• ethnic or social origin;
• gender;
• sex;
• pregnancy;
• marital status;
• disability;
• age;
• language;
• religion;
• culture;
• sexual orientation;
• nationality; or
• any other characteristic protected by South African law.

Reasonable refusal of work based on safety, lack of expertise, unavailable equipment, or legal restrictions is permitted.

10. Communication

Providers should:

• Respond promptly to booking requests.
• Keep Customers informed of delays.
• Maintain professional communication through AskOwethu whenever possible.

Providers must not:

• Use offensive language.
• Send unsolicited marketing messages.
• Pressure Customers into making decisions.

11. Completion Code

The Completion Code protects both Customers and Providers. Providers may request the Completion Code only after the agreed work has been completed. Providers must never request the code before completing the work, pressure or intimidate Customers, mislead Customers about the purpose of the code, or obtain the code fraudulently.

Any attempt to misuse the Completion Code system is considered serious misconduct.

12. Payments

All bookings made through AskOwethu must be paid through the Platform. Providers must not request cash payments for Platform bookings, ask Customers to transfer money directly into personal bank accounts, encourage Customers to avoid Platform fees, or accept payment outside AskOwethu for bookings originating on the Platform unless expressly authorised by AskOwethu.

13. Off-Platform Solicitation

Providers may not use AskOwethu to obtain Customers and then continue business outside the Platform to avoid fees. Examples include asking Customers to cancel Platform bookings, exchanging payment details before completion, offering discounts in exchange for direct payment, or encouraging Customers not to use AskOwethu. Repeated violations may result in permanent deactivation.

14. Fraud

Fraud is strictly prohibited. Examples include fake bookings, fake Completion Codes, collusion with Customers, identity fraud, submitting forged qualifications, duplicate Provider accounts, manipulating reviews, false invoices, and payment fraud. AskOwethu may suspend accounts immediately while investigating suspected fraud.

15. Quality Standards

Providers should perform work that is safe, professional, complete, consistent with the accepted quotation, and compliant with applicable standards for the relevant trade. Repeated poor workmanship may result in retraining requirements or removal from the Platform.

16. Ratings and Performance

AskOwethu monitors Provider performance using indicators including Customer ratings, completed bookings, cancellation rate, complaint history, response times, punctuality, professionalism, and compliance with this Code. Providers with consistently excellent performance may receive higher visibility, promotional opportunities, or recognition within the Platform.

17. Insurance

Providers are responsible for maintaining any insurance required for their business. Where appropriate, AskOwethu recommends public liability insurance, professional indemnity insurance, motor vehicle insurance, and tool and equipment insurance.

18. Social Media

Providers may not falsely claim to represent AskOwethu, damage AskOwethu's reputation through knowingly false statements, or publish confidential Platform information. Constructive feedback should be directed to AskOwethu Support.

19. Reporting Misconduct

Providers are encouraged to report fraud, unsafe conduct, abuse, discrimination, criminal activity, payment scams, or breaches of this Code. Reports will be handled confidentially where reasonably possible.

20. Investigations

AskOwethu may investigate suspected breaches of this Code. Providers agree to cooperate by providing requested information, documents, photographs, or other relevant evidence. Failure to cooperate may itself constitute a breach of this Code.

21. Disciplinary Action

Depending on the seriousness of the breach, AskOwethu may:

• provide guidance or additional training;
• issue a verbal or written warning;
• temporarily suspend the Provider;
• remove access to certain Platform features;
• withhold payouts where legally permitted while an investigation is ongoing;
• permanently terminate the Provider account;
• report unlawful conduct to the appropriate authorities.

Repeated or serious misconduct may result in immediate deactivation without prior warning.

22. Acknowledgement

By registering as a Provider or continuing to use the AskOwethu Platform, you acknowledge that you have read this Provider Code of Conduct, you understand the standards expected of you, and you agree to comply with this Code at all times while using the Platform.

Contact

AskOwethu (Pty) Ltd

• Email: Info@askowethu.co.za
• WhatsApp: +27 64 626 2875

Questions regarding this Code or requests for clarification should be directed to AskOwethu Support before accepting bookings through the Platform.