Code of Practice for Companies that Control and Eradicate Invasive Non-Native Specialists (The Code)
Aims and Objectives
- provides protection for property owners, buyers, sellers, estate agents, conveyancers and mortgage lenders and other organisations who depend on members of the Invasive Non-Native Specialists Assn (INNSA) to control and eradicate invasive non-native species
- refers to a set of minimum standards which members of INNSA must meet in controlling and eradicating invasive non-native species. These standards can be found here or in paper form on request
- promotes the best practice and quality standards within the industry for the benefit of consumers and property professionals
- enables consumers and property professionals to have confidence in organisations which subscribe to the code, their products and services.
Organisations providing services that control and eradicate non-native species must subscribe to the code to be members INNSA. Code Subscribers must all be members of INNSA. The Property Codes Compliance Board maintains a register of all subscribing firms. You can check whether a firm subscribes to the Code by searching the Register or by looking for the Code logo on their products.
Organisations which subscribe to the Invasives Code will:
- display the Code logo on their websites and any other materials available in the public domain
- act with integrity and carry out work with due skill, care and diligence
- at all times maintain adequate and appropriate insurance to protect consumers
- conduct business in an honest, fair and professional manner
- handle complaints speedily and fairly
- ensure that products and services comply with Code registration rules and standards and relevant laws
- monitor their compliance with the Code
Applying the Core Principles
These notes describe the minimum standards to which firms subscribing to the Code will perform in order to comply with the above core principles. They are our commitment to you to provide a high quality service. In complying with the Code, we will seek to abide by its spirit as well as its express provisions. In doing so, we will:
1. Display the Code Logo prominently
- clearly display the Code and the INNSA trade body logo on the front page of our website and on the front of all communications.
- clearly identify which company has treated the invasive non-native species where this is different from the company contracting with the consumer.
2. Act with integrity, and carry out work with due skill, care and diligence
- make compliance with this Code a condition within the terms and conditions under which we provide services controlling and eradicating non-native species
- only contract with third party suppliers who adopt standards of practice and consumer protection which are comparable with those in this Code
- provide products and services that are suited to the site specific circumstances.
- adhere to the minimum standards which members of INNSA must meet in controlling and eradicating invasive non-native species. These standards can be found here or in paper form on request
- make clear to customers in advance what products may be used in the control and eradication of the non-native species in question
- ensure that all data and information in respect of a clients property is handled with integrity
- train our staff to control and eradicate non-native species in accordance with the INNSA minimum standards and in accordance with this Code and monitor their performance.
- be clear and concise about what outcomes the client can expect following treatment of invasive species by an INNSA specialist.
3. Maintain adequate and appropriate insurance to protect consumers
- maintain public liability insurance
- where undertaking domestic contracts subscribers must be part of the INNSA insurance backed Guarantee
- clearly identify to domestic clients that the INNSA Guarantee is in effect
4. Conduct business in an honest, fair and professional manner
- ensure that the terms and conditions and marketing materials relating to our products and services (whether printed or electronic form) are clear, fair, reasonable and not misleading.
- tell you the charges (and payment terms) for any products and services before they are provided and at any time you ask
- advise you of any additional charges which may become payable.
- provide you with dates for delivering contracted products and services promptly, and advise you if any delay occurs.
- respond to queries raised within 5 working days in writing, via telephone or e-mail. If your query relates to a product or service not directly provided by us we will ensure the relevant organisation responds within the same timescale
5. Handle complaints speedily and fairly
- produce a formal written complaints procedure and tell you what this is.
- acknowledge a complaint within 5 working days of its receipt.
- normally deal with a complaint fully and in writing within 20 working days of receipt.
- keep you informed by letter, telephone or e-mail, as you prefer, if we need more time.
- provide a final written response at the latest within 40 days of receipt
- liaise, at your request, with anyone acting formally on your behalf
If you are not satisfied with our final response, you may refer the complaint to:
The Property Ombudsman: (t) 01722 333306 or (e) firstname.lastname@example.org. We will co-operate fully with the Ombudsman during an investigation and comply with his final decision.
6. Ensure that all our services comply with industry registration rules, standards and relevant laws
- comply with relevant legislation and any guidance issued under the Code as well as registration rules and industry standards specified by the Property Codes Compliance Board
- report to the Property Codes Compliance Board any breach of the Code or related legislation of which they become aware and which to their knowledge has been perpetrated by a Code subscriber
7. Monitor their compliance with the Code
- nominate a Code Compliance Officer
- formally audit compliance with the Code at least once a year
- submit a copy of this annual audit and statement of compliance, signed by a senior executive, to the Property Codes Compliance Board on the anniversary of registration
- readily facilitate and comply fully with any compliance activity undertaken by the Property Codes Compliance Board
- The Code is owned and maintained by the Invasive Non-Native Specialists Assn (INNSA)
- The Code is monitored and enforced by the Property Codes Compliance Board, which is an independent body funded by registered firms. The Board comprises representatives of non-native specialist companies and has a majority of consumer interest members. Complaints concerning the general operation of the Code can be made to the Board – email@example.com
- This Code will be reviewed at regular intervals with key industry bodies, to ensure best practice in the control and eradication of invasive non-native species.