CODE OF PRACTICE

PROTECTING OUR CUSTOMERSCode of Practice

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CONTENTS

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1 INTRODUCTION

2 APPLICATION

3 OBJECTIVES

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3

4 DEFINITIONS

Agreement

Association

Board

Member

Direct Sales

Direct Salesperson

Consumer

Product

Code Administrator

Panel

Contact Sale

Non Contact Sale

5 BASIC PRINCIPLES

6 DECEPTIVE OR UNLAWFUL PRACTICES

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5

8 TERMS OF THE OFFER TO THE CONSUMER

7 CONDITION OF MEMBERSHIP

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7

9 PRESENTATION OF THE SALE

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10 ADVERTISING

11 RESPECT OF PRIVACY

12 INFORMATION

13 TESTIMONIALS AND ENDORSEMENTS

14 COMPARISONS AND FAIR COMPETITION

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11

15 CALLING HOURS

16 INVENTORY REPURCHASE

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17 EARNINGS REPRESENTATIONS

18 RESPONSIBILITY

19 IMPLEMENTATION

20 RESPONSIBILITIES AND DUTIES OF MEMBERS

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21 CONSUMER COMPLAINTS HANDLING

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22 APPOINTMENT OF CODE ADMINISTRATOR

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23 CODE ADMINISTRATOR

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24 PROCEDURE

25 RECEIPT OF CONSUMER COMPLAINT

26 INITIAL INVESTIGATION

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27 CONSUMER COMPLAINTS RESOLUTION PANEL

28 CONSUMER COMPLAINTS RESOLUTION PANEL PROCEDURE

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29 POWERS OF THE PANEL

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30 RESTRICTIONS

31 RESIGNATION DURING PROCEEDINGS

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32 OTHER COMPLAINTS HANDLING

33 MONITORING

34 ADVERTISING AND PROMOTING THE CODE

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35 EXTRATERRITORIAL APPLICATION

36 ANNUAL REPORT

37 REVIEW OF THE CODE

38 AMENDMENT