Induction e learning

1. Consumer Services
Induction

2. • Module 1: Who we are – An introduction to CEDR, the CEDR Directors
and Consumer Leadership Team
• Module 2: Our Schemes – Understand the industries we cover and the
types of Alternative Dispute Resolution
• Module 3: Data Protection – Keeping data safe and Subject Access
Requests
• Module 4: Call Handling – The do’s and don’ts of call handling
• Module 5: How Customers Access our Services – Methods of
communication, sending documentation and reasonable adjustments
• Module 6: The Employee Handbook – CEDR policies and procedures.
What will be Covered

3. Module 1:
Who we are
Consumer Team Induction

4. The Centre for Effective Dispute Resolution (CEDR) specialises in mediation
and alternative dispute resolution (ADR). We are an independent non-profit
organisation and a registered charity.
Our aim is to provide society with skills and solutions for effective dialogue,
and to bring about sustainable change.
To achieve this, we operate in four main ways:
• Promoting mediation through events, schemes and services.
• Providing dispute resolution for individuals, businesses, and other
organisations.
• Training mediators – to date, we’ve trained over 5,000 mediators
worldwide.
• Offering consultancy to organisations to help prevent and resolve
conflict.
Who we are

5. Our Vision:
Our Vision is that better conflicts result in better outcomes leading to a
better world.
We were the original disruptors before disruptors had their name. We
continue to honour that legacy, charting our own path as the modern
face of mediation and conflict resolution.
We inspire people to look differently at conflict, reframing it as an
opportunity to achieve better outcomes and build a better society.
Who we are

6. Our Mission:
Our mission to provide society with skills and solutions for effective
dialogue and conflict management.
Our Values:
We approach people as people and demonstrate this in everything we
do, through our values
of Humanity, Independence, Tenacity
and Transformation.
Who we are

7. Who we are

8. Who we are

9. Who we are

10. Who we are

11. Module 2:
Our Schemes
Consumer Team Induction

12. Depending on the Scheme, there are three options for Alternative
Dispute Resolution (ADR). These are Adjudication, Arbitration and
Conciliation.
• Adjudication – is a process by which an adjudicator, who is usually
legally qualified, weighs up the documents and evidence provided by
the customer and the company in order to reach a decision. The
adjudicator will take into account the law relevant to the subject
matter of the dispute at hand. The adjudicator’s decision is binding
upon both parties* if the customer chooses to accept it. If the
customer chooses not to accept the decision, it will have no binding
effect on either party. Adjudication is the most common process used
on our schemes
Types of Alternative Dispute Resolution

13. • Arbitration – is a legal process carried out in line with the Arbitration
Act 1996 by which a third party arbitrator determines the outcome of
a dispute. The arbitrator has wide discretion to determine the way in
which the case will run. The arbitrator’s award is binding on both
parties upon its publication, and it can be enforced directly in the
courts in the event that either party does not comply with it.
• Conciliation – is an informal process for settling disputes through
direct negotiations. A conciliator contacts the parties directly, usually
by telephone, to attempt to encourage a negotiated settlement
between them. The conciliator allows the parties to reach their own
resolution to a dispute, although the conciliator has the power to
recommend a particular solution in the event that the parties are
unable to reach one themselves. Any settlement reached through
conciliation will become binding as a contractual agreement once both
parties sign a copy of it.
Types of Alternative Dispute Resolution

14. Schemes

15. • Aviation – You can apply to CEDR for adjudication if you were a
passenger of a subscribing airline or airport member. Once you submit
an application, an independent adjudicator will be assigned to your
case, who will weigh up evidence given from both sides. Where the
adjudicator decides in your favour, the airline or airport will be
required to do what the adjudicator has directed in their decision
within 20 working days of the decision being sent to you, unless an
alternative timeframe is stated by the adjudicator in the decision.
• CISAS – is managed independently by The Centre for Effective Dispute
Resolution (CEDR), an Alternative Dispute Resolution Provider,
certified by Ofcom, to resolve disputes related to communication and
internet services. The service is free of charge to customers as
required by the Communications Act 2003.CISAS is designed to
adjudicate disputes that have not been resolved through the
communication provider’s own complaints procedure.
Schemes

16. • Accountancy – We provide ADR for members of the Chartered
Institute of Management Accountants (CIMA) and their customers.
CIMA is the world’s largest and leading professional body of
management accountants with more than 227,000 members and
students in 179 countries. We provide Conciliation and Arbitration
services to help resolve disputes.
• Cars - We provides Arbitration for members of the Good Garage
Scheme and their customers. The Good Garage Scheme provides
effective self-regulation of independent workshops and MOT centres
giving motorists access to a trustworthy garage in their area to service,
repair or carry out an MOT. This Scheme uses Arbitration. Arbitration
is a formal and legally binding process where the dispute is resolved
by the decision of a nominated third party called an arbitrator. Once
the arbitrator issues their award it is legally binding and can only be
appealed in the courts in very rare occasions.
Schemes

17. • Education – The role of the Independent Complaints Adjudication
Service for Ofsted is to review the way Ofsted has responded to
complaints made by any member of the public who has been affected
by the actions or decisions of Ofsted, provided that the complainant
has first exhausted Ofsted’s internal complaints procedure. The
Independent Complaints Adjudication Service for Ofsted may
investigate any alleged failure by Ofsted to follow proper procedures,
discourtesy, behaviour of Ofsted staff or contractors, discrimination or
injustice, delay and the failure to accept and apologise for mistakes
made.
• Funerals & estate planning - We provide Conciliation and Arbitration
services to help resolve disputes related to members of the Funeral
Planning Authority, the National Association of Funeral Directors,
Funeral Services Limited, Institute of Professional Willwriters and the
National Society of Allied and Independent Funeral Directors.
Schemes

18. • Holiday & travel – CEDR is managed independently by The Centre for
Effective Dispute Resolution (CEDR), an Alternative Dispute Resolution
Provider, to resolve disputes related to member companies of Bonded
Coach Holidays, members of the British Holiday & Home Parks
Association, and their customers. This Scheme uses Arbitration.
• Homes - We provide independent arbitration for disputes relating to
cavity wall insulation provided by installers who are registered with
the Cavity Insulation Guarantee Agency. We provide independent
conciliation for members of the National Custom & Self Build
Association (NaCSBA) and their customers.
Schemes

19. • Homes England – CEDR’s role is to act as the independent external
complaints reviewer to review whether or not the policies and
procedures adopted by Homes England have been followed and
whether or not its service standards have been met. CEDR may make
relevant recommendations arising from the complaints we investigate
about service improvement in relation to Homes England policies and
procedures and service standards where appropriate.
• Regulator of Social Housing - The Independent External Complaints
Review Service operated by CEDR Services, forms part of the
Regulator of Social Housing (RSH’s) approach to handling complaints
about RSH.
• Ark Insurance Group - We provide independent adjudication for
disputes relating to the Consumer Code for Residential New Homes for
Ark Insurance Group Limited.
Schemes

20. • Build - Zone – We provide independent adjudication for disputes relating
to Build-Zone warranty policies.
• BLP - We provide independent adjudication for disputes relating to
Building Life Plans (BLP) Code for the Sale of New Homes.
• Consumer Code for Home Builders - The Code aims to ensure that all
buyers are treated fairly, know what levels of service to expect, are fully
informed about their purchase and their consumer rights before and
after they move in, and are provided with a speedy, low cost dispute
resolution scheme to deal with complaints.
• Consumer Code for New Homes - We provide independent adjudication
for disputes relating to the Consumer Code for New Homes.
• New Homes Disput Resolution Service - We cover any new home that
has been sold with a new home’s warranty body that that subscribes to
the code of conduct listed on our website.
Schemes

21. • The Glazing Arbitration Scheme – TGAS is managed independently by
The Centre for Effective Dispute Resolution (CEDR), an Alternative
Dispute Resolution Provider, to resolve disputes related to 'traders',
who are member companies of the Glass & Glazing Federation ("GGF")
or registered firms of the Fenestration Self-Assessment Scheme
("FENSA") and their customers.
• The Postal Redress Service - POSTRS is managed independently by The
Centre for Effective Dispute Resolution (CEDR), an Alternative Dispute
Resolution Provider, certified by Ofcom, to resolve disputes related to
postal operators. POSTRS is designed to adjudicate disputes that have
not been resolved through the Postal Services Companies (PSC) own
complaints procedure.
Schemes

22. • The Renewable Energy Consumer Code (RECC) – CEDR provides an
independent arbitration service to resolve disputes between
customers and companies who are members of Renewable Energy
Consumer Code (RECC). We can deal with disputes related to:
• Heat pumps (ground or air source)
• Hydroelectric generators
• Solar panels
• Solar water heaters
• Wind turbines
• Wood chip or pellet fuelled boilers & CHP units
• Royal Institution of Chartered Surveyors - We provide independent
adjudication for disputes between customers and companies
regarding the surveying activities of subscribing RICS member firms
including, but not limited to, Homebuyers Reports, Valuation, Land
Measurement, Auctions, Building Surveys and Professional Advice.
Schemes

23. • Solicitors Regulation Authority – The Independent Complaints Review
Service (ICRS), operated by CEDR Services, forms part of the Solicitors
Regulation Authority (SRA’s) approach to handling complaints about
the SRA’s work. For those cases that the independent complaints
reviewer decides are appropriate for a full review, he or she will
conduct a review of the papers to consider whether:
• the investigation was thorough and fair
• all the relevant facts were taken into account
• the conclusions reached (in respect of complaints about the
service provided by the SRA) were reasonable and properly
explained; and
• the investigation was handled efficiently, without unnecessary
delay.
Schemes

24. • Water Redress Scheme – The Water Redress Scheme (WATRS)
adjudicates disputes between the customer and water and sewage
companies or suppliers which have reached a state of deadlock.
WATRS has been designed to complement the mediation and
investigation roles of the Consumer Council for Water (CCWater). If
CCWater is unable to settle a customer’s dispute, WATRS will provide
a final resolution that is binding upon water and sewage companies.
Schemes
There is a video on the WATRS website explaining the adjudication
process which is very similar to our other adjudication schemes. It is also
voiced over by our very own Principle Adjudicator Tom Earley! Enjoy!

25. Schemes

26. Module 3:
Data Protection
Consumer Team Induction

27. Data Protection Introduction

28. The Data Protection Act 1998 contains eight data protection principles.
Data must:
• be processed fairly and lawfully
• be obtained for specific and lawful purposes
• be adequate, relevant, not excessive
• be accurate and, where necessary up to date
• not be kept for longer than necessary
• be processed in accordance with the rights of data subjects
• not be transferred to a country outside the EEA unless that country
has adequate protection for the rights of data subjects
And:
• Appropriate measures must be taken against unauthorised
and unlawful processing of data or accidental loss
Data Protection Principles

29. • The DPA ensures that an individual’s personal data is processed fairly
and lawfully.
• “Personal Data” is: data which relate to a living individual who can
be identified:
a) from those data, or
b) from those data and other information which is in the
possession of, or is likely to come into the possession of, the
data controller,
and includes any expression of opinion about the individual and
any indication of the intentions of the data controller or any
other person in respect of the individual.
What is “Personal Data”?

30. • “Sensitive personal data” means personal data consisting of
information as to:
a) the racial or ethnic origin of the data subject,
b) his political opinions,
c) his religious beliefs or other beliefs of a similar nature,
d) whether he is a member of a trade union
e) his physical or mental health or condition,
f) his sexual life,
g) the commission or alleged commission by him of any
offence, or
h) any proceedings for any offence committed or alleged to
have been committed by him, the disposal of such
proceedings or the sentence of any court in such
proceedings.
“Sensitive Personal Data”

31. To protect the confidentiality of our customer’s information, we will ask
you to verify the customer’s identity before proceeding with any request.
You can do this by asking the customer to confirm some basic
information such as their case number and address.
If the customer has authorised a third party to submit a request on their
behalf, they will need to complete an Authority to Act form to prove they
have permission to act.
Personal data exposed to an unauthorised party constitutes a data
breach and should be reported to a member of the management team
immediately in order to mitigate risk.
Checking Identity

32. We record and monitor incoming and outgoing telephone calls.
Recordings are used to protect the interests of those participating in the
call and provide us with useful information or evidence that supports
your complaint. Recordings may also be used for staff training exercises,
to improve the quality of our services.
The telephone calls that we record will be kept secure and subsequently
deleted in a structured and organised manner. If a call recording
provides useful information or evidence that supports your complaint we
may keep this as part of your case for a period of six years.
CEDR also collects Calling Line Identification (“CLI”, also known as “caller
ID”) when you contact us by telephone. This means that we will be
provided with, and will record, the telephone number that you have used
to contact us unless you have taken steps to withhold the number.
Monitoring and recording of telephone calls

33. Any email sent to us, including any attachments, may be monitored and
used by us for reasons of security and for monitoring compliance with
office policy.
Email monitoring or blocking software is also used. Junk folders should
be checked on a regular basis to check for valid emails which may have
been blocked.
There is a mail archiver which holds copies of all emails.
Automated emails are sent from our case management systems Modria
and Tokiso to advise customers of what stage they are in the process. If a
customer has not received any emails then they should check their junk
mail and security settings.
Monitoring and recording of emails

34. The Centre for Effective Dispute Resolution (CEDR) is registered under
the Data Protection Act 2018.
CEDR is covered under the General Data Protection Regulation (GDPR).
Under current data protection laws, customers are entitled to ask us for a
copy of all the personal data we hold about them. This is known as a
subject access request.
A subject access request doesn't give the right to access specific
documents or an entire file. Instead, it entitles customers to their
'personal data' in a clear and permanent form, as well as other
supplementary information.
Subject Access Requests

35. When a customer makes a subject access request, they should let us
know exactly what information they're looking for to ensure we provide
the relevant information. Personal data covers information - for example,
name, date of birth, complaint file details and phone conversations with
us.
We have 30 calendar days to comply with the request.
Since May 2018 there is no longer an applicable fee to comply with a
subject access request (in most cases). However, when the request is
manifestly unfounded or excessive, the ICO says we may charge a
reasonable fee for the administrative costs of complying with the
request.
We are also allowed to charge a reasonable fee if an individual requests
further copies of their data following a request.
Subject Access Requests cont…

36. If a customer requests a subject access request over the phone then we
request that they submit the request in writing. The exception to this is if
the customer requires a reasonable adjustment.
You will be provided with a form to send to the customer for completion
as well as a template email.
Any requests must be passed to a member of the management team for
action.
Please refer customers to the Information Commissioner's Office (ICO)
for further information.
Subject Access Requests cont…

37. The Freedom of Information Act does not apply to the Centre for
Effective Resolution
Under the Freedom of Information Act (FOI) and the Environmental
Information Regulations you have a right to request any recorded
information held by a public authority, such as a government
department, local council or state school. Environmental information
requests can also be made to certain non-public bodies carrying out a
public function.
However, as CEDR is a not one of these bodies, and our work does not
qualify as a public function, the Act does not apply to us and we cannot
action any FOI requests.
Freedom of Information Act

38. Module 4:
Call handling
Consumer Team Induction

39. Do:
• Conduct an ID check on every call where the caller has an active case.
• Listen to the caller, don't interrupt.
• Repeat back to them your understanding of the reason for the call so they can
have confidence in you.
• Slowly take control of conversations when the customer wants to tell you
everything by making comments like, 'yes', 'I see', 'what happened next' until
you control the pace of the conversation. This is called active listening.
• If you don't know the answer to the callers question say so and explain what
you will do to find out the answer for them.
Call handling

40. Do:
• Explain the context of an answer you give, e.g.:
• "Ofcom requires that customers have the option to reject our findings
and pursue a legal claim so that means you will have the option to accept
or reject the adjudicators decision"
• Ofcom has approved two bodies to adjudicate on telecoms complaints
and the company you have called about is covered by the other body,
Ombudsman Services. I can give you their number to call.
• Ensure you tell the caller what will happen as the outcome of the call.
• Thank them for calling.
Call handling cont…

41. Do not:
• Attempt to interrupt callers by cutting across them with phrases like:
Let me stop you there
I'll just interrupt you
Talk over caller
This only angers the caller.
• Make statements that imply the caller is not listening such as:
As I just told you
I've already explained
• No lingo, use plain English
Call handling cont…

42. Active Listening
Consumer Team Induction

43. Active Listening Skills

44. Minimal Encouragers
As someone talks, show your attention both
verbally and non-verbally through short noises
(Hmmm. Ahhh, I see, go on) gestures, (smile, nod)
and our body position (slightly forward leaning).
Top Tip – Remember the gestures and body position
when on the phone. It ‘leaks’ into your tone and
their sense of your attentiveness.
Active Listening Skills

45. Open Questions
A question that gives them the freedom to choose
where to start and encourages as full an account
as possible
Top Tip – TED: Tell me, Explain to me, Describe
to me.
Active Listening Skills

46. Reflection (Mirroring Echoing)
As they pause take their last few word(s) or a key
word and repeat it with appropriate tone and
pace.
They are ‘follow alongs’ that encourage the
speaker to continue their story.
Top Tip – use their words to unlock the door to
the story behind.
Active Listening Skills

47. Emotional Labelling
Take the emotion you hear/feel and give it back.
Paint an emotional picture - your best assessment
of how you think they are affected/feel.
Top Tip – do it early, don’t worry about being
wrong, they will appreciate your effort to
understand and correct anything that is not quite
right.
Active Listening Skills

48. Paraphrasing
Short re-statement of meaning of what they just
said .e.g. “I had egg bacon, sausage and fried
bread” – “An English breakfast”.
Top Tip – take their words and give back your
sense of what they have just said.
Active Listening Skills

49. I-messages
Talking from the perspective of “I” as opposed
to “you” feels less judgmental. e.g. “I am
confused, first you said X, then you said Y”
vs. “You are a liar”
Top tip – I feel..., I get the sense.., I get the impression,
allows you to say what you think
without causing offence giving them space to think,
correct and importantly add.
Active Listening Skills

50. Effective Pause/ Silence
Don’t fill the silence with your words when
they stop talking - hold the silence.
Top tip – use silence as a way to emphasise
the importance of what you are saying by
introducing pauses .... between important
words.... and sections of your conversation
Active Listening Skills

51. Summarising
A summary of your understanding of what
they have said - longer than paraphrasing.
Top Tip – in your words, a rich balance of
what happened, how it affected them and
made them feel using some of their key
words and phrases.
Active Listening Skills

52. Active Listening Skills

53. Influencing Skills
Consumer Team Induction

54. Social Proof
’Follow the herd’
People look to others as to how to behave and
think, particularly if: a) perceived similar to
ourselves b)in unfamiliar circumstances.
Top tip – share stories of when “others” have
done... (the behaviour you seek)
Influencing Skills

55. Authority
’If an expert says it, it must be right’
Who said it, can be more important than what
they said. Symbols: titles, dress, anything that
symbolises power, strength, health, success,
knowledge, expertise.
Top tip – don’t be shy in explaining your expertise.
To build trust in your expertise acknowledge any
negatives before emphasising the positives.
Influencing Skills

56. Commitment and Consistency
’My word is my bond’
Commitment is stronger if spoken, even stronger if
made publicly or written down.People like to be
seen as consistent in their words, decisions
attitudes, values and beliefs.
Top tip – “wedge in the door” - ask for a
commitment to something small and then use
the power of consistency to enlarge that
commitment
Influencing Skills

57. Liking
’Because it‘s you, I will’
People we like have more influence over us. Liking
can include physical appearance, thought, common
experiences, likes ,dislikes, beliefs, etc. Active
listening is the most powerful generator of ‘Liking’
Top tip –To help create a positive first impression,
as early as possible, highlight things you have in
common and give compliments
Influencing Skills

58. Reciprocity
’Give a little, gain a lot’
Creates a timeless “credit note” owed to you.
What is given back must be greater or equal
to what was received. Asking for a lot and then
been willing to reduce is a form of reciprocity.
Top tip - More powerful when you give first
and it is unexpected.
Influencing Skills

59. Scarcity
’I can‘t risk losing it’
Scarcity is about the risk of loss.
Things perceived to be less available or unique are given greater
value. Intensifies if becomes more scarce, there is competition or
the opportunity to have might be lost altogether.
Top tip – Put greater emphasis on what they will lose, than what
they will gain.
Influencing Skills

60. Influencing Skills

61. Module 5:
Accessing our
Services
Consumer Team Induction

62. There are a number of ways that a customer can access our services:
• Online – Most of our customers can access via an online case
management portal and receive email notifications of progress. This is
the preferred method.
• Email – Customer can apply by submitting a PDF form via email or add
evidence to existing cases. The maximum file size is 10mb.
• Telephone – Customers are provided with advise over the phone but
are not able to submit an application unless they request a reasonable
adjustment.
• Post – Some customers chose to write to us. With consideration for
the environment you should not offer to send documents via post.
This should only be done if specifically requested or as a reasonable
adjustment.
Accessing our Services

63. We recognise that we must take reasonable steps in the way that we work
with and provide our services to customer who have a disability, so that
they are not disadvantaged compared with people who are not disabled.
By law, we have to make reasonable adjustments to our services. These
adjustments are often complicated and will vary depending on a person's
individual circumstances.
This policy does not cover how we will deal with every situation. Instead, it
sets out:
• our commitment to improving accessibility to our services for
everybody that we deal with;
• some of the basic principles of our legal duty to provide reasonable
adjustments for people with a disability; and
• what we will take into account when dealing with requests for
reasonable adjustments.
Making reasonable adjustments

64. A reasonable adjustment involves changing the way that we usually do
things to make sure that we are fair to disabled people. We may change
our usual practice if we find it puts a customer at a substantial
disadvantage. (For example, we may provide our information in
alternative formats if it makes it easier for someone to read).
We will not make assumptions about whether a customer needs any
adjustments or about what those adjustments should be. We will discuss
the requirements with the customer and try to reach an agreement on
what is reasonable and appropriate in the circumstances.
What is a reasonable adjustment?

65. • providing documents or correspondence in a larger font size;
• providing documents on coloured paper or with a specific colour
contrast, which can often help people with conditions such as dyslexia;
• allowing a person who has a learning disability or mental-health
problem more time than would usually be allowed to provide further
information;
• using email or the phone rather than ‘hard copy’ letters where
appropriate, which may help those with sight difficulties;
• speaking clearly to you and offering you more time to cover the issues
you need to discuss;
• using plain English appropriate to the person we are dealing with and
avoiding jargon;
• translating documents or correspondence into Braille;
• communicating with you through a representative approved by you, if
you ask us;
Types of adjustment

66. • helping someone who has mental-health problems to understand and
manage the action we are taking by arranging a single point of contact
for them with us; and
• providing access to a textphone service or British Sign Language
translations for those with hearing difficulties.
The most common type of adjustment we provide is an over the phone
application. This is for customers who are unable to complete the
application in writing or on-line.
As these can be quite lengthy they are arranged using an appointment
booking system. Your manager will provide you with a link to complete a
request for a customer.
Types of adjustment

67. Unreasonable behaviour (including aggression, rudeness, abuse and threats
of violence) will not be tolerated. Anyone displaying such behaviour can be
told that a telephone call will be terminated unless more moderate
language is used, that threats are unacceptable and may be reported to the
police, that rude and intemperate correspondence may not be answered or
may be returned, or that special contact arrangements will be
implemented.
Any member of our staff who directly experiences aggressive or abusive
behaviour has the authority to deal with it immediately in a way they
consider appropriate and in line with this policy. This may include ending or
refusing to accept phone calls. Please tell one of our senior managers about
any behaviour you consider unacceptable. The manager may authorise
further action, including restricting any future contact to written
correspondence only, or as a last resort deciding to have no further contact.
Unreasonable behaviour

68. On occasion we have received calls from Consumers relating to the threat
of suicide. When this occurs could you please ensure you do the
following:
• Take the person’s name
• Telephone number
• Address (this is vitally important otherwise an officer will not know
where to attend)
Call 101, selecting the option for the relevant police eg Metropolitan
police depending on the area that the person lives (you will have to
verbally prompt the recorded line with the name of the police service
you require) – so check which service you need before placing the call.
Dealing with threats of suicide

69. Once through ensure that you give the police dispatcher as much
information about what has been said as possible, including your name
and where you are calling from.
It is important to ensure that we log this with the police in case the
person does decide to go through with their threat.
It is also possible to encourage the person to place a call to the
Samaritans on: 116 123 (UK), 116 123 (ROI), although I would only advise
you do this if you have built some trust with the customer.
Dealing with threats of suicide

70. Module 6:
The Employee
Handbook
Consumer Team Induction

71. You should have now been introduced to our staff intranet CEDRIC! Here
you will be able to find all CEDR policies and procedures. This section
looks at the essential reading.
Policies & procedures

72. Employees are expected to maintain a professional appearance at all
times.
Business dress is expected of those attending client meetings, either on
or off CEDR’s premises.
When attending the office day-to-day, the dress code is 'dress
appropriately'. Inappropriate attire e.g. shorts, flip-flops, tracksuits are
not acceptable to wear.
If there is any doubt in respect of the standard of dress required you
should consult your line manager. However, as with many other matters
of personal judgement, a good rule to apply is that if you feel a need to
ask about a particular item, it is safer to choose an alternative!
Dress code

73. CEDR operates a smoke-free workplace. The misuse of drugs and alcohol
are also prohibited.
Legislation now exists which makes it illegal to smoke in enclosed public
spaces. Smoking is therefore strictly prohibited on all CEDR premises.
CEDR’s policy is that the use of e-cigarettes is also prohibited.
Bringing alcohol or any unlawful drugs to the workplace, and/or imbibing
them there is strictly prohibited both during work time or during a period
prior to work where the effects carry over to the workplace. Any such
instances will be dealt with under the disciplinary procedure and may
lead to your summary dismissal.
Smoking and other substances

74. Whilst working for CEDR you may not engage in any other business
activity or employment without seeking permission, in writing from the
Company, and providing full disclosure of the proposed business activity
or employment. Permission to work elsewhere will generally only be
withheld in the following circumstances:
• the business in which you are proposing to work is in competition
with the Company; or
• in the Company’s reasonable opinion, your proposed other work is
likely to adversely affect your ability to do your job properly; or
• the proposed work is likely to conflict with the interests of the
Company; or
Outside employment or business

75. • the proposed other work will cause the Company to be in breach of
its statutory obligations in respect of working time and health and
safety.
If permission to take on other work is granted, you must advise your line
manager of the number of hours that you are working elsewhere so that
a record can be kept to comply with the Company’s legal obligations
under the Working Time Regulations.
Outside employment or business cont…

76. Declaration of outside business interests:
Staff must declare any shareholding or financial involvement in another
business, if that business could be materially affected by the employee's
activities on behalf of the Company. This includes businesses which are
or which become suppliers, clients or competitors of the Company.
Outside employment or business cont…

77. During the course of your employment you are not permitted to
authorise any variation to CEDR’s terms of business, agree any discounts
on fees or authorise any expenditure for any reason without specific
authority from a Director.
Staff must be careful that they do not unintentionally bind CEDR or enter
into contractual agreements with clients, third parties or agents in any
way.
Statements to the media:
It is expressly forbidden for any employee to communicate with the press
or media on any matter relating to CEDR or its business without prior
authorisation from a Director.
Any enquiry should be directed to Andy Rogers – arogers@cedr.com
Limits of authority & Media

78. All employees are responsible for preserving their
objectivity and independence and are expected to act
with integrity at all times.
You should not, directly or indirectly, engage in, or
have any interest, financial or otherwise, in any other
business enterprise which interferes or is likely to
interfere with your independent exercise of
judgement in CEDR’s best interest.
Ethics and independence

79. Generally a conflict of interest exists when an employee is involved in an
activity:
which provides products or services directly to, or purchase products or
services from CEDR; or
which subjects the employee to unreasonable time demands that
prevent the employee from devoting proper attention to his or her
responsibilities to CEDR; or
which is so operated that the employee’s involvement with the outside
business activity will reflect adversely on CEDR.
Should you be in doubt as to whether an activity involves a conflict, you
should discuss the situation with your manager.
Ethics and independence

80. Your working relationships may bring you into contact with
outside organisations where it is normal business practice or
social convention to offer hospitality, and sometimes gifts.
Offers of this kind to you or your family can place you in a
difficult position.
CEDR prides itself on its independence, integrity and
impartiality. To ensure that these core values are maintained,
the following guidelines should be followed:
• Staff may only accept hospitality from clients that would
objectively be regarded as appropriate to the particular
business activity in which they are engaged with the client:
for example, a simple lunch.
Gifts and hospitality

81. • Any offers of hospitality beyond that level or outside
normal working hours must be discussed with your line
manager, or politely declined.
• Any gifts from clients must also be politely declined, or,
if this is either not possible or to do so may offend the
client, the gift must be reported to your line manager.
Any offer of gifts or inappropriate hospitality from either
party to a dispute, at any point during or after the
resolution of that dispute, must be reported immediately
to your Director. If you have any doubts or concerns about
what you may or may not accept you must discuss this with
your line manager.
Gifts and hospitality cont…

82. Our over-riding policy is that no employee or any member of
his or her immediate family should accept from a supplier,
customer or other person doing business with CEDR
payments of money under any circumstances, or special
considerations, such as discounts or gifts of materials,
equipment, services, facilities or anything else of value
unless:
they are in each instance of a very minor nature usually
associated with accepted business practice; and
they do not improperly interfere with your independence of
judgement or action in the performance of your
employment.
Gifts and hospitality cont…

83. CEDR has a strict anti-bribery and corruption policy in line with
the Bribery Act 2010.A bribe is defined as: giving someone a
financial or other advantage to encourage that person to
perform their functions or activities improperly or to reward that
person for having already done so.
If you bribe (or attempt to bribe) another person, intending
either to obtain or retain business for the Company, or to obtain
or retain an advantage in the conduct of the Company's business
this will be considered gross misconduct. Similarly accepting or
allowing another person to accept a bribe will be considered
gross misconduct. In these circumstances you will be subject to
formal investigation under the disciplinary procedures, and
disciplinary action up to and including dismissal may be applied.
Bribery and other corrupt behavior

84. CEDR has a legitimate concern in the event that employees are or have
been charged or convicted of any criminal offence.
It is essential that you advise the Company of any criminal convictions
other than those which are ‘spent’ under the Rehabilitation of Offenders
Act 1974. You must advise the Company if you are arrested or charged
with any criminal offence.
If you are charged with or convicted of a criminal offence, whether
committed in or out of working hours, depending on the nature of the
offence and the penalty imposed by the Courts, the Company reserves
the right to terminate your employment with or without notice or
payment in lieu of notice and irrespective of the fact that no warnings
have been given.
Criminal convictions

85. CEDR takes the issue of confidentiality of information relating to clients
and itself very seriously.
During the course of your employment you are likely to find yourself in
possession of confidential or sensitive information the disclosure of
which could be construed as a breach of confidentiality.
All employees have a duty of confidentiality to CEDR, and you must not
disclose any sensitive or confidential matter whatsoever to any outside
individual or organisation unless you have been given explicit permission
to do so.
Any breach of confidentiality could be deemed as gross misconduct
except as otherwise provided or as permitted by any current legislation
(e.g. the UK Public Interest Disclosure Act 1998) and could lead to your
dismissal.
Confidentiality

86. Employees should also be aware of the risks of their acting on the basis
of confidential or sensitive information obtained during the course of
their work with CEDR. For example, any employee trading in the shares
of a public company on the basis of price-sensitive or inside-information
would most likely be liable to both criminal and civil sanctions as well as
disciplinary action.
It is particularly important, therefore, that employees, who hold financial
interests, whether directly or indirectly, in publicly traded companies
need to consider very carefully whether they should become personally
engaged in any client engagement where they might come into
possession of price-sensitive or insider-information.
If you have any doubts as to whether information may be regarded as
confidential / sensitive or not, please speak to the Chief Operating
Officer.
Confidentiality cont…

87. This policy highlights CEDR's commitment to minimising the
impact of its activities on the environment.
As an office based professional service CEDR identifies that
their main environmental impact centres around energy and
resources use, and travel.
The key points of our strategy are therefore to:
• Strive to continuously improve our environmental
performance and integrate recognised applicable best
practice into our business operations.
• Reduce our consumption of resources and improve
efficiency in the use of these resources.
Environmental policy

88. • Manage waste generated from our business operations
according to the principles of reduction, reuse and recycling.
• Manage our business operations to prevent pollution.
• Ensure environmental criteria are taken into account in the
procurement of goods and services.
• Actively raise awareness of environmental issues amongst
CEDR Staff and enlist their support in improving the CEDR’s
performance.
• Meet or exceed all the environmental legislation that relates to
the Company.
Environmental policy cont…

89. CEDR will not tolerate any employee subjecting anyone to
harassment
Harassment is any unwelcome verbal, non-verbal or physical action,
direct or indirect, which offends or undermines the dignity of an
individual. Harassment includes unwanted touching, repeated
innuendo, intimidation, bullying, offensive remarks or jokes.
All employees are expected to comply with this policy and take
appropriate measures to ensure that such conduct does not occur.
Appropriate disciplinary action will be taken against any employee
who violates this policy.
If you believe that you, or any other member of staff, are being
harassed you must advise your line manager or another member of
the management team at the earliest opportunity.
Harassment at work

90. All staff are responsible for contributing to clean and tidy working
conditions for the benefit of all.
The Office Manager is responsible for engaging professional cleaners to
ensure the overall cleanliness of the Company premises. However, all
staff are responsible for contributing to maintaining clean and tidy
working conditions for the benefit of all. Not only does a well maintained
workspace aid efficiency but also it helps create a professional
impression for visitors.
All staff should, therefore, endeavour to maintain their own desks and
working areas in good order, with documents properly filed away so that
desks may be kept clean and tidy. Staff should not use the space under
their desks as a storage area for personal items such as shoes and coats.
Company premises

91. For health and safety reasons, staff must not use personal heaters or
other electrical equipment in the office. In the event that staff have any
difficulties with the office temperature or ventilation, they should
consult with the Office Manager or Head of People and Corporate
Services.
Staff should not operate a radio or any form of personal visual or audio
device at their place of work.
Staff must clean and clear away any equipment, utensils, crockery or
cutlery used for the preparation or consumption of food immediately
after use. All staff are expected to keep the kitchen areas clean and tidy.
Refrigerators, microwaves and a toaster are provided for staff use in the
kitchen area, but these facilities will be withdrawn if the area and
appliances are not kept clean and fresh.
Company premises cont…

92. Due to the confidential nature of our work, it is important
that CEDR's premises are secure.
You will be issued with a security tag allowing access to your
workplace. This remains the property of CEDR, and any loss of
your tag must be reported immediately to the
Office Manager.
You must not bring any unauthorised person onto CEDR
property without prior agreement from your line manager,
unless you are authorised to do so as part of your job. In
these circumstances you are responsible for ensuring that
your visitors are appropriately monitored during their stay,
and that they do not access areas or Company property
inappropriately.
Security and personal property

93. You must not remove CEDR property from the organisation’s premises
unless prior authority from your line manager has been given.
Any personal property left on Company premises is done so entirely at
your own risk. You are strongly advised not to leave any valuables
unattended, either at our offices, or at clients’ premises. CEDR does not
accept liability for loss or damage to any personal property whatsoever.
The Company takes a positive approach to the security of its property
and that of its staff and clients. The Company therefore reserves the right
to search property of staff, including bags, coats etc. either on the
Company premises or when leaving the Company’s premises.
If the Company has reason to suspect that a member of staff has
concealed something belonging to another about the employee’s person,
the Police may be called to conduct a full body search.
Security and personal property cont…

94. The Health and Safety at Work Act 1974 places upon CEDR the statutory duty of
securing the health, safety and welfare of persons at work and protecting other
persons against risks to health or safety arising out of the activities of CEDR’s
employees.
Section 2(3) of the Act requires employers to prepare, update and bring to the
notice of employees a written policy statement.CEDR’s statement follows.
CEDR will:
• Ensure, as far as is reasonably practicable, for the physical and mental well-
being of employees, healthy and safe systems of work; a healthy and safe
working environment, including healthy and safe premises with adequate
amenities; provision and maintenance of safe plant, machinery and
equipment, and appliances, and safe methods for their use; safe methods for
the handling of materials; adequate instruction and training for employees,
and adequate supervision by competent personnel.
Health & safety

95. • Expect its employees at all levels to set an example in safe
behaviour; and maintain a constant and continuing interest in
employees safety, in particular by:
• acting in the course of their employment with due care for the
health and safety of themselves, other employees, and the
general public; and observing health and safety rules wherever
applicable to them or to matters within their control;
• adhering to procedures, agreed on their behalf, for securing
safe working; in particular, by using protective clothing and
equipment provided;
• reporting as appropriate accidents that have lead or may lead
to injury, and co-operating in the investigation of accidents
with the objective of introducing measures to prevent a
recurrence.
Health & safety cont…

96. Staff must take care of themselves, their fellow workers and
visitors within the working environment. If you become aware of
any potential hazards within the workplace these must be dealt
with appropriately or, if more serious, reported immediately to
the Office Manager or your line manager.
Staff must observe all rules and regulations relating to health and
safety including fire safety notices.
If you or another member of staff suffers any accident or injury,
no matter how minor, during the course of your employment,
you must ensure that the incident is recorded immediately in the
Accident Book, which is kept by the Office Manager.
Staff obligations

97. All staff should ensure that they are familiar with the
contents of the Emergency Procedure Plan issued by our
landlords in relation to the 70 Fleet Street premises.
This includes details of the procedures to be adopted by all
personnel in the building in relation to emergencies including
fire, gas escape, bomb threat/suspicious packages, electrical
failure, lift entrapment, flood or structural failure.
You will have been told who your departments
representatives are!
Staff obligations cont…

98. Email and internet access is provided for use on CEDR business, although some
limited personal use is permitted.
If you have a Company email address, this is provided for responsible use on
CEDR business.
Messages sent via email should be written in accordance with the standards of
any other form of written communication. Employees should remember that all
expressions of fact, intention and opinion sent via email could result in legal
action against you and/or the Company in the same way as verbal and written
expressions.
The Company will accept limited use of the email system for a reasonable
number of personal emails as a result of employees having to deal with domestic
matters during the working day. However, the sending or receipt of such emails
must not interfere with your job responsibilities. With the exception of
emergencies, such emails should not be sent during office hours.
Email and internet usage policy

99. The email system shall not be used to:
• Solicit emails that are unrelated to business activities or for
personal gain.
• Send or receive any material that is obscene, indecent,
pornographic or illegal.
• Send or receive any material that is defamatory, offensive,
abusive, racist, sexist or which could reasonably be considered
to be distasteful.
• Send or receive any material intended to annoy, harass or
intimidate another person.
• Represent personal opinions as those of the Company.
Internet access is provided to those employees who need access
to assist with their job, and is provided for responsible use on
CEDR business.
Email and internet usage policy cont…

100. Limited personal use of the internet is permitted during
your formal breaks. However, employees using the internet
shall not:
• Visit internet sites that contain obscene, hateful or other
objectionable materials.
• Visit internet sites for gambling, gaming, social
networking and / or other entertainment purposes.
• Make or post indecent or offensive remarks, proposals
or materials on the internet.
• Use the internet to send, receive or download any
material that is defamatory, offensive, abusive, racist,
sexist or which could reasonably be considered to be
distasteful.
• Use the internet to send, receive or download any
material intended to annoy, harass or intimidate
another person.
Email and internet usage policy cont…

101. The Company may employ automated monitoring software to check on the use
and content of email and the use of internet access to ensure that there are no
serious breaches of the policy. Such monitoring will be used for legitimate
purposes only. The Company may employ software to block access to internet
sites that it considers, in its total discretion, may expose the Company to
commercial, reputational, security or legal risks.
The Company reserves the rights:
• to monitor, store, review and audit emails and details of internet use
regardless of whether access to the internet is through the CEDR internet
system or accessed elsewhere;
• to retrieve, read and delete any material downloaded and stored via the
Company’s internet access facility;
• to disclose to third parties any messages created or received over the email
system or internet.
• These rights are reserved to assure compliance with all Company policies.
Email and internet usage policy cont…

102. Employer-funded eyesight testing is available for users of
display screens
The Health & Safety Executive has confirmed that there is no
evidence to suggest that working with display screens will
cause permanent damage to eyes or eyesight. However, the
regulations provide for employer-funded eye testing so as to
ensure that users can comfortably see the screen and work
effectively without visual fatigue.
CEDR will, therefore, cover the costs of an eye and eyesight
test where requested by an employee. This should be a test by
an optometrist or doctor. You will also have an entitlement to
further tests at regular intervals - the optometrist doing the
first test should recommend when the next should be.
Eye sight testing

103. Eye tests should be paid for by the employee and a receipt obtained. An
expense reimbursement form can then be completed, signed by your line
manager and handed to accounts for processing.
CEDR will also pay for spectacles if special ones (for example, prescribed
for the distance at which the screen is viewed) are needed and normal
ones cannot be used. Our obligation is to provide only basic spectacles as
are required to provide correction for working at a screen, and we are
not obliged to pay for contact lenses, designer frames or special lens
treatments.
Before purchasing any spectacles please discuss with the Head of People
and Corporate Services whether the cost is reasonable and will be
covered by CEDR.
Eye sight testing cont…