Introduction
At Sortlist, we are committed to fostering an environment where clients and agencies collaborate effectively to achieve outstanding projects. To ensure a high-quality experience for our clients, we require agencies to adhere to this code of conduct after applying for a project. This document outlines the expected behaviors of agencies to ensure professional and respectful interactions with clients.
Principles of Good Conduct
1. Availability
Agencies must be present for the initial meeting with the client after applying for a project. Proactive communication in case of unavailability is essential.
Punctuality is critical. Agencies must attend all scheduled meetings on time. In case of an unforeseen delay or a need to reschedule, the agency must notify the client in advance.
2. Clear and respectful communication
Agencies must adopt professional, courteous, and transparent communication with the client, avoiding any inappropriate or offensive language.
Agencies must provide accurate information about their capabilities, location, and expertise.
3. Preparation
Agencies should come prepared for every meeting, having studied the client’s project (information available on the brief) and being ready to answer their questions.
Digital tools must be functional (e.g., stable internet connection, tested microphone and camera if needed).
4. Commitment
Agencies must respect the deadlines and terms agreed upon with the client once engaged in a project.
5. Feedback
Agencies should regularly seek feedback from clients to ensure they are meeting expectations and make necessary adjustments accordingly. Feedback should be used as a tool to continuously improve the quality of interactions and outcomes.
6. Financial commitments
Agencies must honor the financial commitments made to the client, including budgets, payments, and agreements on additional costs. Any deviation must be communicated immediately and transparently.
7. Confidentiality
Agencies must respect the confidentiality of information shared by the client. They must ensure that such data is not disclosed or used for unauthorized purposes.
8. Return of materials upon contract termination
In the event of the end or suspension of a contract, the agency is obligated to return all data, visual elements, or materials created for the client.
Consequences of Non-Compliance
1. Repeated lateness without prior notification
Two instances of tardiness without notifying the client in advance will result in a formal warning.
Accumulation of two warnings will lead to a temporary suspension of a week from the Sortlist platform.
Accumulation of three warnings will result in permanent removal from the platform.
2. Breach of commitments
Failing to honor agreed deadlines, deliverables, or terms without prior communication with the client will result in a formal warning.
3. Other violations
Breaches of confidentiality, use of inappropriate language, or any other significant violations of this code will be addressed on a case-by-case basis. Penalties may include immediate suspension depending on the severity of the offense.
Complete removal from the platform
The amount paid to Sortlist, including any engagement fees, will not be refunded in the event of complete removal from the platform.
Appeal process
Agencies may request a review of any penalty by submitting an appeal to Sortlist within 10 business days of receiving the notice. Appeals will be evaluated fairly and promptly.
Our primary goal is to ensure a productive and respectful environment for both clients and agencies. Compliance with this code fosters trust and contributes to the success of all projects. By adhering to this code of conduct, agencies demonstrate their commitment to professionalism and excellence in client interactions.