Australian Debt Recoveries Pty Limited EMPLOYEE INDUCTION PACK This Pack includes the following ADR Documents: 1. Employee Induction Checklist 2. Employee Personal Details Form 3. Employee Confidentiality and Intellectual Property Undertaking 4. Job Description – Account Manager 5. Employee Performance Review 6. Employee Performance Review (Monthly) 7. Asgard Superannuation Enrolment Form 8. Institute of Mercantile Agents: Code of Ethics and Conduct 9. Fair Work: Workplace Relations Fact Sheet 10. Fair Work: Notice of Termination and Redundancy Pay In addition to the contents of this pack, all new staff must be provided with the following documents: 1. Offer of Employment 2. Tax File Number Declaration Form 3. Human Resources Policy 12 August 2011 Employee Induction Pack Page 1 of 12
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Australian Debt Recoveries Pty Limited
EMPLOYEE INDUCTION PACK
This Pack includes the following ADR Documents:
1. Employee Induction Checklist 2. Employee Personal Details Form 3. Employee Confidentiality and Intellectual Property Undertaking 4. Job Description – Account Manager 5. Employee Performance Review 6. Employee Performance Review (Monthly) 7. Asgard Superannuation Enrolment Form 8. Institute of Mercantile Agents: Code of Ethics and Conduct 9. Fair Work: Workplace Relations Fact Sheet 10. Fair Work: Notice of Termination and Redundancy Pay
In addition to the contents of this pack, all new staff must be provided with the following documents:
1. Offer of Employment 2. Tax File Number Declaration Form 3. Human Resources Policy
12 August 2011 Employee Induction Pack Page 1 of 12
Australian Debt Recoveries Pty Limited
12 August 2011 Employee Induction Pack Page 2 of 12
ADR Employee Induction Checklist
Name:
Date Commenced:
Position:
ADR’s Internal Policies and Procedures HR Policy Reference
Description of Requirements *Where negative answers are given, comment should be made
explaining why.
Yes No Comments*
1.4 • ADR Code of Conduct – read and understood?
1.5 • ADR Confidentiality Policy – read and understood?
2.4 • Induction Training and Orientation – completed?
2.4 • ADR Staff Training Manual – availability and access?
3 • Performance Management Policy – read and understood?
4
4.1
4.2
4.3
4.5
4.6
4.7
4.8
4.9
4.10
4.11
• Conditions of Employment – read and understood?
1. Privacy of Information
2. Affirmative Action and Equal Opportunity
3. Harassment
4. Occupational Health and Safety
5. Smoke Free Work Environment
6. Dress Code
7. Holding Second Jobs
8. Abandonment of Employment
9. Whistleblower Protection Program
10. Commercial Agents Licensing
5 • Salaries and Leave – policy read and understood?
6
6.2 6.5 6.6
• Computer Use, Internet and Email – read and understood, particular:
1. Access Codes and Passwords
2. Internet Policy and Use
3. Email Usage Guidelines
Australian Debt Recoveries Pty Limited
12 August 2011 Employee Induction Pack Page 3 of 12
ADR’s External Guidelines and Training Requirements
Description of Available Documents (Tick Yes when you know where to locate these documents on the Intranet)
Yes
• ACCC – ASIC: Debt Collection Guideline
• ACCC – ASIC: Dealing with Debt
• Compliance Test 1
• Compliance Test 2
• Privacy Commissioner Information Sheet: Taking reasonable steps to make individuals aware that personal information about them is being collected
• Privacy: Guide to Personal Information Privacy and Information Flow Chart
• Privacy: Compliance Self Assessment Guide
New Employee Forms for Completion Description of Forms
(Tick Yes when you have completed, signed and returned these forms to your Manager)
Yes
• Offer of Employment and Agreement
• Employee Confidentiality and Intellectual Property Undertaking
• Job Description (a copy of the Performance Review Form to be provided)
• Staff Personal Data and Information Form (Bank Account/Emergency Contact, etc)
• Superannuation Enrolment (Your own fund or ADR’s ASGARD Fund)
• Tax File Number Declaration Form
• Employee Induction Checklist
I have been made aware how to access ADR’s Human Resources Policy and the company’s other policies and procedures for future reference. I am also aware that, should I be in any doubt about the interpretation of a policy or procedure, I should consult a Director. I further acknowledge that the company’s policies and conditions of employment are revised on an on-going basis and that my acknowledgement also relates to any future revisions or additions. The company also undertakes to advise all employees of changes to policy or conditions of employment.
Signature of Officer
Signature of Manager
Date
Australian Debt Recoveries Pty Limited
12 August 2011 Employee Induction Pack Page 4 of 12
ADR Employee Personal Details Form
Full Name:
Date Commenced:
Position:
Your Contact Details
• Full Residential Address
• Home Telephone Number
• Mobile Telephone Number
• Email Address
Your Bank Account Details • Name of Bank and Branch
• Account Name
• BSB Number
• Account Number
Your Emergency Contact Details • Full Name
• Residential Address
• Relationship
• Mobile Telephone Number
• Home Telephone Number
Your Superannuation Details • Do you wish to use ADR’s Super Provider (ASGARD) Yes No
If NO provide the details of your own Super Fund below:
• Name of Fund
• Postal Address of Fund
• Account Name
• Account Number
Signature of Officer
Date
Australian Debt Recoveries Pty Limited
12 August 2011 Employee Induction Pack Page 5 of 12
EMPLOYEE CONFIDENTIALITY AND INTELLECTUAL PROPERTY UNDERTAKING
I acknowledge the following as part of my conditions of employment with Australian Debt Recoveries Pty Limited (collectively referred to as “ADR”).
1. I assign to ADR all existing and future intellectual property rights in all things, materials and information created or generated by me (whether alone or with “ADR”, its other employees or contractors) for use by ADR, including without limitation, all inventions, models, drawings, plans, artwork, designs, logos, software, reports, proposals and records (‘Materials’). I understand this means that now, all such existing rights are vested in ADR, and on their creation or generation, all such future rights will vest in ADR.
2. I must disclose to ADR all Materials (as defined in clause 1) as they are created or
generated.
3. Some Materials (as defined in clause 1) will be confidential information of ADR, and some may include confidential or personal information of third persons. I owe obligations of confidence to ADR for its “Confidential Information”, meaning the following information in any form:
a. all confidential information (including without limitation, trade secrets and
confidential know how) relating to ADR, and b. all other confidential information and know-how of which I become aware (both
before and after the day I sign this Undertaking) or generate in the course of, or in connection with, my employment with ADR.
I understand that the words ‘Confidential Information’ when used in clauses 4 to 7 have the meaning given to them in this clause.
4. I may use Confidential Information solely to perform my employment duties.
5. I must not disclose Confidential Information to anyone except to perform my employment
duties, and then only to persons who have a need to know; and are either:
a. other employees or contractors of ADR who have signed an undertaking or agreement similar to this Undertaking; or
b. persons approved in writing by ADR.
6. On termination of my employment with ADR, I must return to ADR:
a. all Confidential Information in material form (eg, on paper or disk);
b. those parts of notes and other records based on or incorporating Confidential
Information;
c. all copies of Confidential Information and those parts of notes and other records referred to in clauses (a) and (b); and
d. all ADR property (eg, equipment, software, manuals and documents), in my
possession or control at that time.
Australian Debt Recoveries Pty Limited
12 August 2011 Employee Induction Pack Page 6 of 12
7. At any time after termination of my employment, I must not:
a. use or disclose to any person:
i. any Confidential Information that is a trade secret; or ii. any other Confidential Information, except information that is part of my
general skill and knowledge;
b. record an Confidential Information into any form (including without limitation electronic form); or
c. sell or otherwise transfer any Confidential Information
…………………………………………… ………………………………………….. Employee’s Signature Employee’s Name (Printed) Date: …………………………………………...
Australian Debt Recoveries Pty Limited
12 August 2011 Employee Induction Pack Page 7 of 12
Australian Debt Recoveries Pty Ltd Job Description
Job Title: Account Manager Date: 15 August 2011 Reports to: Portfolio Manager Position Summary: (Brief summary of the reason for the role’s existence—what has to be accomplished and why.) This position is primarily responsible for leading the collection efforts on the behalf of our clients ensuring that debts are collected in an efficient, cost effective and timely manner in order to achieve all set objectives and KPIs and in doing so observing ADR’s policies and all legislative requirements. Required Competencies:
• Good negotiation skills – uses a range of tactics to influence and presents complex ideas and concepts effectively to get a result.
• Team Player – creates good morale, shares wins, has good relationship with other team members, and has developed trust.
• Good written and verbal communication skills. • Has excellent attention to detail and ensures accuracy. • Good computer skills, including word and excel. An ability to learn new systems. • Able to withstand pressure and work in an environment of constant growth and change. • Debt Collection knowledge and experience (including privacy and other regulatory requirements). Major Accountabilities and Responsibilities: Collections Management
• Achieves individual collection targets and KPIs. • Takes personal responsibility for your collection queues and portfolio. • Confirm balances, action accounts in the appropriate manner and follow up actions after the
appropriate time period has lapsed. • Collect arrears amounts in full or any variations of payment able to be made by negotiation. Listen
to any objections and work with the debtor to overcome them. • Promptly respond to any queries or disputes a debtor may have. • Identify and record accounts with inaccurate address or employment information. • Maintain and update all relevant information on ADR’s collection system and individual debtor
files. • Ensure the accuracy and objectivity of all information logged on to the system ensuring it is factual,
non-discriminatory and complies with all Privacy Act requirements in every sense. • Recommend accounts for legal action as appropriate and in terms of internal and client policies.
Australian Debt Recoveries Pty Limited
12 August 2011 Employee Induction Pack Page 8 of 12
Maintain a positive and professional attitude at all times. Maintain company and client confidentiality inside and outside the office.
control systems and security.
Regulatory Compliance
ently on the day of receipt and reported to your Ensure any debtor complaints are handled effici
Clients
• Manager.
• Ensure compliance with all legislation, private sector privacy rules, ASIC guidelines and internal
Personal
• Ensures compliance with all corporate policies and procedures, and the code of conduct. • •
Full compliance with external regulatory framework. es (subject to monthly review). Achievement of all non-financial objectiv
Delivery of all time-bound and fina
Key Performance Indicators
: • ncial objectives and KPIs (subject to monthly review to
Portfolio Manager). • •
August 2011 August 2011 Account Manager Portfolio Manager (your name) (name and title of manager)
. Allconditions of the Master Policy applicable to this group and certifies that:� employeeslistedoverleafwere,ontheirrespectiveEntryDates*,activelyatworkperformingtheirusualdutiesand,to
the best of our knowledge and belief, were medically fit to carry out all the duties required of their respective occupations. Any employees not meeting these criteria are listed below, with the date and reason the employee was first absent, the date returned
transferring4. All
3. No
to work (if applicable) or, if the employee is medically unfit but still at work, the reason. 2. No employee’s entry date or level of benefits has been determined by use of the employer’s discretion. (If any discretion has been
applicable).(ifleaveannualongoingemployeethetopriordaytheorday,workingschedulednextthethenday,workingEntry Date means the date on which an employee is first eligible to become a member of the Employer’s Group Life Plan; if this is not a scheduled *
privacypolicies.
Employees not satisfying the above Reason for absence
It is a condition of membership that applicants subscribe to the following codes:
Code of Ethics & Code of Conduct
the development and well being of the industry as a whole. representing the industry in all activities associated with d National bodies in the development of the Institute inMembers of the Institute support their State, Territory an
independent industry body and agree to be bound by any findings of the body. initiated by either the public or members through anMembers of the Institute support the resolution of disputes
delegate assigned tasks to unqualified persons. ications, capacity, experience and abilities or knowinglyMembers of the Institute shall not misrepresent their qualif
credibility at all times in their dealings with the public, clients and fellow members. Members of the Institute seek to maintain a high standard of business practice and to exercise honesty, integrity andmercantile agency and to adhere to all legislation relating to Consumer and Fair Trading practice.
rritory and Commonwealth laws relating to the operation of aMembers of the Institute agree to be bound by all State, Te
Code of Ethics
members and clients alike. manner and that I will honour my commitment to fellowresponsibility to conduct my business in an honest and fair
having accepted its Code of Ethics, I accept that I have aAs a member of the Institute of Mercantile Agents Limited and
Code of Conduct
service in all areas which have been desiI undertake to provide efficient and effective
Services 1
g
I undertake to provide all those services whichas covered by the agency.
nated
2have been clearly
I undertake to accept no performed by the agency.
advertised as services
3 gratuities from clientswhich may be perceived as impairing
I undertake not to represent mprovision of an efficient and effective service.
the
4 y agency byutilizing either stationery or any
I undertake to make monthl
inference asbeing a law firm or solicitor.
5 yaccounts or as determined b
settlement of clientsy mutual agreement
I undertake to honour all awith the client.
6 gindividual clients and to exercise pruden
reements made witht
business practice in the exercising of theseagreements.
I undertake to protect the interests of m
Cl ient Relat ionships 7 y clients and
will give prompt and dilig
prompt and diliI undertake to initiate clients’ instructions in a
ent attention to all mattersreceived.
8 gent manner, providing
I undertake to be selective, where possible, in
suchinstructions are reasonable and legitimate.
9accepting
I undertake not to speak dispara
may engage in questionable activities. instructions from firms or individuals who
Genera l
10 gingly
which the client’s best interest will be served b I undertake not to supply an opinion on matters in
members and their business activities. about fellow
11 y
referral to an appropriate legal person or law firm.
agreement.
adult, such as a parent, co-sign their workplace
People under the age of 18 must have a responsible
doesn’t pass the Fairness Test
Employees cannot be sacked because an agreement
to sign a workplace agreement
A current employee cannot be sacked for refusing
employee agrees
agreement, although this can be waived if the
a union representative or a friend
negotiating an agreement. It could be your spouse,
negotiating your Australian workplace agreement:
There is a range of support available to help you when
collective agreements.
agreements for employees earning under $75,000 and all
The Fairness Test applies to Australian workplace
employer will have to make up any back pay.
If an agreement doesn’t pass the Fairness Test it will have
Rest breaks
These are:
that have had certain conditions removed or changed.
industries or occupations where an award usually applies
The Fairness Test applies to employees’ agreements in
a higher rate of pay.
compensation in return. Usually, the fair compensation will be
award conditions, such as penalty rates, you must get fair
conditions. It means that if you trade existing protected
fair compensation if they agree to change key award
against a Fairness Test to make sure employees get
The Workplace Authority checks workplace agreements
collective agreements and awards. There are protections in
workplace agreements, collective agreements, union
Under the workplace relations system there are a variety
Know your agreement
Workplace Infolineworkplace.gov.au
Whether you’re an employee or an employer, there’s one
understand their workplace entitlements and agreements.
employees and employers about the workplace relations
The Workplace Authority provides independent advice to
Know where you stand
Whether employers have provided pay slips.
Keeping records of employee entitlements
workplace agreement
Whether an employee has been forced to sign a
ensure that employers meet their obligations and has the
There is a Workplace Ombudsman to assist employees and
complete time and wage records kept by their employer.
age, disability, religion, pregnancy, family responsibilities or
Employees cannot be sacked because of their race, gender,
wage rates, casual loadings and unpaid carer’s leave.
hours of work. Casual employees are guaranteed minimum
One year unpaid maternity or paternity leave
Two weeks personal/carer’s leave
All full-time employees are protected by a key set of pay and
As an employee, you should know where you stand.
required to follow.
rules and obligations that all employers in the system are
Australia’s federal workplace relations system has a set of
Know your rights
conditions which cover:
Guaranteed minimum wage rates
Maximum working hours
Four weeks paid annual leave
Part-time employees get similar entitlements based on their
trade union membership.
Employees have the right to join, or not join, a union.
Employees must be issued pay slips and have accurate and
power to take legal action on such issues as:
Whether employees have been underpaid
system. It has a particular focus on helping young employees
place you can go for information, help and advice.
1300 363 264
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of working arrangements available, including Australian
place for all these arrangements.
Penalty rates, including working on public holidays and
weekends
Shift and overtime loadings
Monetary allowances
Annual leave loadings
Public holidays
Incentive-based payments and bonuses.
to be changed so that it gives fair compensation, and the
Employees can have someone with them when
Employees have 7 days to consider their workplace
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Speech to speech relay services - 1300 555 727
Translation and Interpreting Service - 13 14 50National Relay Service - 13 36 77