Client Engagement and Relationship Policy

Client Engagement & Relationship Policy

Last updated: November 29, 2023 

Welcome to Aurora Assist. At the heart of our professional ethos is a steadfast commitment to fostering mutually respectful and beneficial relationships with our clients. This Client Engagement Policy is designed to outline the principles and standards that guide our interactions, ensuring a harmonious, productive, and ethically sound environment for both our clients and our team. By embracing these guidelines, we aspire to create a framework that not only upholds the highest standards of professional conduct but also nurtures trust, respect, and accountability in every aspect of our service.

Section 1 - Commitment to a Respectful Workplace

Aurora Assist is dedicated to maintaining a workplace where all staff are treated with respect, dignity, and professionalism.

Prohibited Behaviors: This includes, but is not limited to:

1. Verbal Abuse: The use of derogatory, offensive, or belittling language.

2. Harassment: Unwanted conduct that violates a person's dignity or creates an intimidating, hostile, degrading, humiliating, or offensive environment, including sexual harassment and bullying.

3. Threats: Expressions of intent to cause harm or loss to an individual or their property.

4. Deliberate Falsehoods: Knowingly providing false or misleading information.

5. Passive-Aggressive Statements: Communication that indirectly expresses negative feelings instead of addressing them openly, including:

6. Sarcastic Remarks: Using sarcasm to mask criticism or disdain.

7. Veiled Hostile Joking: Making jokes at someone's expense in a subtly hostile manner.

8. Backhanded Compliments: Compliments with a hidden critical element.

9. Subtle Insults: Indirectly insulting comments or gestures.

10. Misuse of Emojis or Punctuation: Using emojis, excessive question marks, or other punctuation to convey aggression, contempt, or sarcasm.

11. Intimidation: Behaviors that unduly influence or coerce an individual, such as aggressive posturing or invading personal space.

12. Discrimination: Unfair treatment based on age, race, gender, sexuality, disability, religion, or any other protected characteristic.

13. Excessive or Unreasonable Demands: Requests that exceed the scope of agreed-upon services, especially if overly demanding or inconsiderate of staff's time and capabilities.

14. Inappropriate Communications: Sending communications unrelated to provided services, especially if personal, unprofessional, or offensive.

15. Demanding Immediate Responses: Expecting staff to provide instant replies and not allowing a reasonable and appropriate time frame for response.

16. Reporting and Response: Staff members who experience or witness behavior that violates this policy are encouraged to report it to their supervisor or designated human resources representative. Reports will be investigated promptly and discretely, with appropriate actions taken based on the findings.

Section 2 - Consequences for Policy Breach

1. Initial Response: Upon a reported violation, we will conduct a preliminary review. If the review suggests a potential policy breach, a more formal investigation will be initiated.

2. Escalation Procedure: If the investigation confirms a breach of policy, we reserve the right to take appropriate action, which may include mediation with the client, issuance of a formal warning, or immediate termination of services.

3. Final Actions: In cases where service is terminated due to a policy breach, the client will be responsible for all fees and costs incurred up to the point of termination.

Section 3 - Service Cancellation and Charges

1. Cancellation Conditions: Services may be cancelled under the following conditions: non-compliance with our respectful workplace policy, non-payment of fees, or other significant breaches of our terms of engagement.

2. Billing Process: In the event of service cancellation, an itemized statement will be provided to the client, detailing all work completed up to the point of cancellation and the corresponding charges.

3. Payment Obligation: The client is obligated to settle all outstanding fees as detailed in the final billing statement within a specified time frame.

Section 4 - Compliance with Legal Standards 

Aurora Assist's policy is developed in accordance with relevant laws and regulations to ensure a respectful, safe, and legally compliant workplace, and adherence to contractual obligations. These include laws and regulations from the United Kingdom, the United States, and the European Union covering workplace conduct, employment standards, and contract management.

Aurora Assist commits to regular reviews and updates of this policy to stay compliant with the evolving legal landscape.

Staff members receive comprehensive training on this policy. Clients are informed of this policy at the start of our engagement and are required to adhere to its stipulations, including those related to contract termination.