Code of Practice

All accredited estate agencies and any person associated with the accredited estate agencies (AA) are required to comply with the following Code of Practice:

• Terms and Conditions of Service Agreement
• Pricing and Payment
• Confidentiality
• Advertising and Promotion
• Service Delivery
• Feedback Management and Dispute Resolution
• Knowledge and Performance

Terms and Conditions of Service Agreement

1) AA shall adopt a contract/service agreement with clients and provide clients with a copy of the signed service agreement/contact at the point of signing.

2) AA shall clearly state the date of commencement of the contract of services and the period of validity including any termination clauses and the conditions for such termination at the time of signing.

3) AA shall offer and clearly declare the terms and conditions of warranties or services guarantees to protect clients in the service agreement.

4) AA shall have a policy to confirm authorisation to act from the client in the service agreement for exclusive agencies and to ensure the client is aware of it and such terms and conditions attached to it.

5) AA shall have a change of AA policy clearly stated stipulating the time frame and conditions for any change.

Pricing and Payment

6) AA shall have a policy committing to clearly stating in the service agreement all services provided and all the commission/fees payable including any additional charges for extra services such as advertisements, painting, cleaning, etc. and who should pay for these charges.

7) AA shall clearly state the stages of payment available to clients if applicable.

Confidentiality

8) AA shall be committed to maintaining the confidentiality of clients’ data.

Advertising and Promotion

9) AA shall not give misleading information in marketing materials.

10) AA shall ensure that all advertising materials comply with the Singapore Code of Advertisement Practice and any advertisement standards prescribed by the Accreditation Board.

Service Delivery

11) AA shall keep clients updated regularly on the status of their marketing.

Feedback Management and Dispute Resolution

12) AA shall have a system to document complaint cases and a complaint resolution procedure. AA shall attempt in the first instance to employ counselling and mediation for resolution of conflicts for agents who are staff or associates of the AA.

Knowledge and Performance

13) AA must be able to provide accurate, timely and comprehensive service information to clients and to perform service to the expected levels.

14) AA shall comply with Code of Conduct and Ethics as prescribed by the Accreditation Board and engage in good practice at all times.

15) AA must ensure that its directors/employee/associates do not breach the code of conduct and ethics or engage in unprofessional practices.