Code of Ethics
Introduction
All members of the H&BNZ are expected to abide by the Code of Ethics (‘the Code’). If a member is alleged to be in breach of the Code that member may be subject to a complaint of professional misconduct and be subjected to a disciplinary process, both of which are outlined in the next section of this Code.
The Code comprises 9 Ethical Statements. Each Ethical Statement is followed by a Commentary and Guidance section.
Members are expected to know and understand the Code. If in doubt as to the meaning and intent of the Code or any aspects of the Code, members should seek advice from the H&BNZ National Office or the H&BNZ Legal Advisor.
Status and Integrity
To uphold the status and integrity of the hairdressing and barbering professions with members exhibiting conduct in a way that reflects in a positive manner the professions and H&BNZ membership.
Commentary
Membership of the H&BNZ is accompanied by certain responsibilities. One of those responsibilities is to ensure that the status and reputation of the hairdressing and barbering professions is held in high regard by all stakeholders including the membership of the H&BNZ, consumers of the services offered by the profession, suppliers of products to the profession, training providers and the various regulatory bodies that members, individually and collectively, deal with.
Guidance
If having regard to its obligations of professionalism, a member is uncertain whether its actions or proposed actions are contrary to this Code of Ethics or any aspect of the Code, that member should seek advice, either from the National Office of the H&BNZ or from a reputable alternative source e.g. from a legal advisor who is familiar with the hairdressing and barbering professions.
Another option for the member is to seek an opinion on its actions or proposed actions from the H&BNZ Executive Board and/or the H&BNZ Legal Advisor.
In most instances it will be appropriate for the member to receive that advice prior to embarking on a course of action that may subsequently be held to be in breach of this Code.
High Standard of Professional Service
To maintain a high standard of professional service to clients including being committed to addressing any service complaint(s), without necessarily imposing a further charge on the complainant, that has/have occurred due to poor service on the part of the member, or any of the employees of that member, or as a result of supplying faulty products to the consumer.
Commentary
It is inevitable, despite the best efforts of the member, that the member will, on occasion, be the subject of a consumer complaint. Rather than engaging in a debate with the complainant about the merits or otherwise of the complaint, it is better to take immediate steps to address and rectify the matter that has given rise to the complaint. Given the power of social media being proactive rather than being reactive will, in most instances, enhance the reputation of the member salon and barbershop. This is good for on-going business and also good for attracting new business.
It is also important that when a complaint is received that members review their processes and procedures e.g. has the consultation process been comprehensive and thorough. This is particularly important when the member is dealing with a client who is new to the salon or barbershop.
Guidance
One of the advantages of H&BNZ membership is the significant collective experience of members. Members are therefore not working in isolation. If a member has a problem and feels that they need some guidance and/or support then the H&BNZ National Office may be able to help. Alternatively, the member could go directly to a fellow member for that support and/or guidance.
In respect to faulty products, the supplier of those products will typically address matters positively on the receipt of a complaint.
Finally, in a competitive environment such as the hairdressing and barbering professions, having a good reputation is extremely important. It is hard work to acquire a good reputation; it is very easy to lose that reputation by forgetting the importance of sound customer service.
Statutory and Regulatory Obligations
To adhere at all times to the statutory and regulatory obligations impacting on the hairdressing and barbering professions, including the employment of staff.
Commentary
The hairdressing and barbering professions are like all other professions and businesses operating in NZ – it has to deal with a plethora of both local and national rules and regulations. The other reality is that the consumers of member services are far more aware of their ‘rights’ and member ‘obligations’ than perhaps was the case a few years ago and are now prepared to exercise those ‘rights’ and challenge those ‘obligations’, often in a litigious manner.
Given these societal changes, members must be conversance with and adhere to their statutory and regulatory obligations e.g. all staff employed in member salons or barbershops must have their terms and conditions of employment covered in a written employment agreement; members cannot contract out of the provisions of the Consumer Guarantees Act.
The reality is that a plea of ignorance of the law will not be an acceptable defence in the event of a prosecution for a breach of statutory and legislative obligations.
Guidance
The importance of seeking prompt advice e.g. legal and/or accounting and guidance when required cannot be emphasised enough. Sources for this advice include the H&BNZ, the H&BNZ Legal Advisor, local resources e.g. the member’s lawyer and accountant, and even Google (which contains often succinct summaries of legislative requirements and other related matters).
Conduct
H&BNZ members are required to conduct themselves in a manner reflective of fair dealing, co-operation and courtesy in their relationships with stakeholders of the hairdressing and barbering professions and its constituent bodies.
Commentary
Being a member of a professional body such as the H&BNZ involves responsibilities to not only other members but to other stakeholders in the profession e.g. consumers, training providers, service providers. To do otherwise reflects poorly not only on that member but to the hairdressing and barbering professions as a whole.
The essence of ‘fair dealing’ involves respect for alternative views, courteous and timely communications and an approach to issues of a professional nature that is designed to resolve matters in contention in a positive way and proactive manner with beneficial outcomes for all parties in dispute.
Guidance
In the event that a matter arises in the course of carrying out its business where the member is uncertain how to address that matter and, having regard to this aspect of the Code of Ethics, seek advice. The importance of seeking prompt advice e.g. legal advice and guidance when required cannot be emphasised enough. Sources for this advice include the H&BNZ, the H&BNZ Legal Advisor, local resources e.g. the member’s own lawyer.
Employment
To refrain from directly or indirectly offering employment and/or hiring an employee employed by another salon or barbershop except through the proper advertising of salon or barbershop vacancies in the media.
Commentary
The ‘poaching’ of staff from another member salon or barbering is completely unacceptable and amounts to unprofessional conduct on the part of the offending member.
To approach a staff member employed by another salon or barbershop directly or indirectly e.g. through a third person, requesting that staff member to join the member’s business is a clear breach of this Ethical Statement.
The only professional and acceptable methodology of recruiting staff to a member’s salon or barbershop is through transparent means i.e. through proper advertising of the vacancy in the media e.g. the Press, Trade Me, social media avenues. Further, any advertising for staff should be generic and not targeted in a way that identifies a staff member employed by another salon or barbershop.
NB: This ethical rule shall not be construed as inhibiting an employee of a salon or barbershop acting on their own initiative in pursuing employment opportunities in another H&BNZ member salon, barbershop or elsewhere in the hairdressing or barbering professions.
Guidance
Given the importance of this Ethical Statement and the potential consequences for the offending member if it is breached, the member should seek advice if they have any doubt about the veracity of their actions. This advice should be obtained prior to the member commencing any advertising campaign for staff. That advice can be obtained quickly and efficiently through the H&BNZ National Office or by contacting the H&BNZ Legal Advisor.
Soliciting Clients
To refrain from and ensuring that H&BNZ members and/or their employees do not directly or indirectly solicit or approach persons known to be clients of another salon or barbershop.
Commentary
The ‘poaching’ of clients from another salon or barbershop is completely unacceptable and amounts to unprofessional conduct on the part of the offending member.
To approach a client of another salon or barbershop directly or indirectly e.g. through a third person, requesting that client have their future hair requirements carried out at the member’s salon or barbershop, is a clear breach of this Ethical Statement.
The only professional and acceptable methodology of attracting new clients to the member salon or barbershop is through transparent means i.e. through proper advertising of the salon or barbershop services in the media e.g. the Press, Trade Me, social media avenues. Further, any advertising for new clients should be generic and not targeted in a way that identifies clients who are having their hair services carried out by another H&BNZ member salon or barbershop.
NB: This ethical rule shall not be construed as inhibiting a client of a member salon or barbershop acting on their own initiative in seeking alternative hairdressing services from another H&BNZ member salon or barbershop.
Guidance
Given the importance of this Ethical Statement and the potential consequences for the offending member if it is breached, the member should seek advice if they have any doubt about the veracity of their actions. This advice should be obtained prior to the member commencing any advertising campaign for new clients. That advice can be obtained quickly and efficiently through the H&BNZ National Office or by contacting the H&BNZ Legal Advisor.
Another option for the member is to seek an opinion on its actions or proposed actions from the H&BNZ Executive Board and/or the H&BNZ Legal Advisor.
In most instances it will be appropriate for the member to receive that advice prior to embarking on a course of action that may subsequently be held to be in breach of this Code.
Permission for Advertising
To refrain from using the name of any H&BNZ member in any advertising or other public or private forum without first obtaining the written permission of that H&BNZ member.
Commentary
It is not uncommon, unfortunately, to see in a salon or barbershop advertisement (or on a salon/barbershop billboard or via a social media platform) reference to a named stylist ‘formerly employed by XXX’. A member of the H&BNZ cannot advertise in this manner. It is unethical and unprofessional.
The only exception to this statement is if the member salon or barbershop has obtained the permission of the employer of the (former) staff member. Even in these circumstances a H&BNZ member should think carefully about the value of advertising in this manner and the implications for that member if a competing salon or barbershop (not being a H&BNZ member) advertised in this manner.
Guidance
The most effective advertising, in any fora, is advertising that is ethical, non-controversial and not designed to unnecessarily offend a competing salon or barbershop. To advertise otherwise will possibly invite retaliatory action from the competitor. This is not in the interests of the member salon or barbershop.
Any form of advertising should therefore be carefully designed and targeted. There are companies that can assist member, in a cost effective way, to create attractive and effective advertising that will have positively enhance the member’s ‘bottom line’. The best way to seek this assistance is to prepare a specific brief with clear objectives and ‘ask around’ e.g. for an agency that can assist the member meet those objectives.
Respect for Fellow Members
To refrain from directly or indirectly, in any fora, malign the good name or reputation of a fellow H&BNZ member, or discrediting that member’s ability as a professional hairdresser or barber.
Commentary
The essence of professionalism is to act professionally at all times, irrespective of the circumstances. To do otherwise is a poor reflection on the offending party and can attract unnecessary criticism and censure. On this matter the power of social media cannot be underestimated – it can be intrusive and if used as an opportunity to ‘vent’, very dangerous.
Further, one of the objectives of the H&BNZ is to promote amongst members a sense of unity and cooperation for the benefit of the Association, its members and the public in general. To breach this Ethical Statement would therefore be contrary to one of the fundamental objectives of the H&BNZ and will invite censure and possible expulsion from membership of the H&BNZ.
Guidance
Upon receipt of a formal complaint the Executive Board will consider the complaint and take whatever steps it deems appropriate, having regard to the H&BNZ Complaint Procedure, to address the complaint.
Refrain from Personal or Professional Gain
Except to promote the H&BNZ, to refrain from using the name of the H&BNZ in any media forum for personal or professional gain.
Commentary
It is permissible for a member salon or barbershop to advertise the fact that it is a member of the H&BNZ. It is also permissible for that member salon or barbershop to participate in any promotion authorised by the H&BNZ where that promotion is designed to attract H&BNZ membership and/or enhance the fact that the member salon or barbershop is a member of an organisation that has multiple objectives including the promotion of the hairdressing and barbering professions as a responsible and authoritative promoter of standards and qualifications.
What is not permissible is where a member salon or barbershop uses its membership of the H&BNZ for personal gain.
Guidance
This can be a problematic area for members of the H&BNZ. The conservative approach is to seek guidance from the National Office of the H&BNZ or from the H&BNZ Legal Advisor if the member has any doubts regarding its proposed actions.