Handling Customer Information - Privacy

Customer privacy is of the utmost importance, as trust is at the centre of what MWAV does as an organisation. Our clients trust us to enter their homes, safely shift their possessions to a new location, charge them fairly, and be honest about any problems which occur during the move.

Breaches of privacy, particularly online, erode that trust, and cause serious harm to the MWAV brand - not to mention the potential for serious legal headaches.

To protect customer privacy:

• Do not post or take pictures or video of any client, or their possessions, without their consent

• Do not post screenshots containing client information (say from The Mobile Web) such as addresses, phone numbers or item lists. Any such screenshots must have identifying information redacted

• Do not reproduce any client information - including sharing stories of a job - in a way which could allow the client to be identified

• Dispose of your daily run-sheet printout in the document disposal bin at the end of your day of work

• You should never store the customer's details, including phone number and address, after the move

• Never contact a customer for personal reasons. If you strike up a rapport and want to stay in contact after the move/become friends, you can offer to give the customer your personal mobile number. As always, exercise your judgement with this. If you offend the customer with your offer, you may be asked by a manager to explain your actions

• Do not contact the customer after the job is complete unless explicitly told to do so by an office team member. Speak to a manager if you think the customer needs a follow up call from MWAV.

• Never disclose a customer's information to a third party without their permission, or direction from the office.