Policies – HR & Procedure Manual

Policies
Written By Rupert Gough

Welcome

Congratulations on your appointment and welcome to the team at Maurice Trapp Group! We are excited that you have decided to join us and look forward to a long, happy and successful partnership together. For the purpose of Human Resource, this Manual applies to MTG branded and non-branded entities. Our business is primarily about providing our clients with “a certain future” and delivering exceptional customer service along the way. You have been recruited because we believe you can help us to deliver these high levels of customer satisfaction. We want to ensure that your interactions with other Maurice Trapp Group employees and our customers will reflect the value that Maurice Trapp Group places on, teamwork, initiative and our commitment to superior customer service.

The purpose of this Manual is to introduce you to Maurice Trapp Group, give you some information about our history, our clients and what we do. You will also find information about your terms, conditions and employment, our expectations around your behavior and our policies and procedures. This manual should be read in conjunction with your Contract of Employment.

This Manual is by no means an exhaustive guide to your employment with us. It has been developed to act as a resource and reference for you. The policies within this manual are easily listed and easily accessed via the contents page. This manual will be updated as required as our business evolves and grows. You will be notified of any changes as they occur. If you have any questions about the content please do not hesitate to contact Sian Johnson 09 6305884.

The story of Maurice Trapp Group starts in 2006 when Brent Wright and Andrew Lacy approached Maurice to gauge his interest in joining forces. At that stage, Brent and Andrew were both working in the Sales Management side of one of the larger Insurance Providers and Maurice owned and operated a very successful niche Business Risk Brokerage along with the help of Shari French. Brent and Andrew saw a gap in the SME market for quality Business Risk Insurance and Succession Planning advice. There was a need for more pragmatic, service-focused brokerage where the Advisers were willing to partner and grow with businesses and take on a role of a trusted business advisor.

Company founder Maurice Trapp is probably best known throughout the country and internationally, as the coach of the most successful Provincial Rugby Team in New Zealand. He coached the Auckland Rugby Team between 1987 and 1991, setting numerous records along the way.

At Maurice Trapp Group we are firm believers in listening to and learning from our clients, to ensure we establish individually tailored solutions to create and protect their financial growth, and as a result, providing them with a certain future. We put in place safety nets for those times when a business owner or business partner has a serious illness, trauma or accident that prevents them contributing to the growth and management of their business.

Another area of our expertise is in Succession Planning. Business owners in New Zealand invariably face the complicated problem of how to successfully exit the business they have created and managed for a number of years. We help to create succession plans and exit strategies for business owners so that they can exit their business on their own terms.

Maurice Trapp Group now works with over 700 SME’s across all industries and has a client base of some 20,000 clients. We aim at all times to maintain the utmost levels of service for our customers and strive to place ourselves at the forefront of Business Risk Advisory Services within the Insurance industry.

During our journey, our Company has grown with the acquisition of like-minded Risk businesses, FPNZ Ltd, Warren Storm Life Brokers, Bassett Smith Brokers Ltd, KSL Insurance (Christchurch) and most recently Cooney Insurance Services (Cambridge) and Momentum Wealth (Whanganui). We also have Group specialists Lewis Limited/Group Health Solutions / MTG Employee Benefits and recently partnered with Mortgage Lab to provide a holistic financial servies nationwide. Our other specialty is Union-focused with our product offering available through Maurice Trapp Group Union Plus Ltd to union members and their workers.

The future will include further evolution, so we are delighted you have joined us at this very exciting time.


Business Overview – What We Do

MTG provides financial advice through three authorised body FAPs and financial advisers. These FAPs and financial advisers must comply with the MTG FAP Licensee Policy Manual.

The Maurice Trapp Group of companies provides the following insurance products and services to our clients:

  • Life Insurance

  • Trauma

  • Total and Permanent Disability

  • Key Person Cover

  • Income Protection

  • Medical/Health

  • KiwiSaver

  • Revenue Protection

  • Group covers

  • Share Purchase Cover

  • Succession Planning

  • Mortgage Advice


General compliance obligation

Maurice Trapp Group Limited (MTG) is the Financial Advice Provider (FAP) Licensee for Risk.  The Mortgage Lab NZ Limited is the FAP Licensee for Mortgages.

As a FAP Licensee, we must always, meet the eligibility and standards of our FAP Licence. This means that we need to keep our policies, processes, systems and controls up to date and that they reflect any changes we make in the business.

We also need to ensure that our directors, senior managers, and any other relevant parties are, and remain, fit and proper persons to hold their respective positions.

As a user of this manual, if you identify any business changes or other changes required to the manual, please advise our Compliance Officer as soon as practicable.

You also have a responsibility to ensure that you are complying with the latest version of this manual.


Mission Statement

Maurice Trapp Group’s mission is to help our advisers build and develop sustainable, profitable businesses supplying safety nets in the form of Risk Insurances for Businesses, Business Owners and Families. The outcome we work towards is – “A Certain Future” for our clients and their families.


Vision Statement

Our aim is to be:

  • Known for high-quality outcomes

  • Known for growth strategies

  • Known for superior quality service

  • Known for robust support and advice at claim time

Values

Care

For our clients: Exceed customer expectations

For each other: Work as a team and treat each other with respect and courtesy

For the business: Participate and contribute

For ourselves and our families: By recognising when step back, slow down and seek advice or help
Share
Our Knowledge and Experience Our Integrity
Our Attitudes: Lead by example Our Reliability: Pursue excellence
Our Respect: Listen and communicate Our Wins
Our Trust
Dare
To Lead To Question
To Challenge To back Ourselves and Each other – Have fun
To Fail and to Learn from that Failure To be Courageous

Your Employment

Your employment with Maurice Trapp Group and associated Companies is essentially governed by your contract of employment, in conjunction with this manual. The following section provides general information regarding your pay, conditions and our expectations of you.

Payroll

If you are a salaried/wages employee of MTG your pay cycle is weekly. Our pay week runs from Wednesday to Tuesday over a one week period and wages are processed on Wednesdays weekly. Depending on which bank you use, some people may be able to access their pay on Wednesday because this is the day payroll is actually processed. If you are on a Contract payment will be made to your nominated bank account on Thursday each week.

Wages will be automatically deposited electronically into the bank account details provided to Maurice Trapp Group Limited.

Taxation payments are automatically deducted from your salary. Please advise us if you are currently a member of a KiwiSaver scheme or if you would like to join KiwiSaver. Also please advise us if there is any other IRD deduction for you that we need to be aware of e.g. Student Loan.

KiwiSaver

A copy of the IRD’s Introduction to KiwiSaver follows:

KiwiSaver is a voluntary savings scheme to help set you up for your retirement. Most members will build up their savings through regular contributions from their pay.

KiwiSaver member benefits include contributions from your employer and the Government, as well as help to buy your first home.

Your role in KiwiSaver:

If you’re a salary or wage earner your employer enrols you in KiwiSaver when you start a new job. You can stay enrolled, or you can opt-out.

If you’re already employed but not a KiwiSaver member you can join either through your employer or through a KiwiSaver provider. Once you’ve joined, you will not be able to opt-out.

If you stay enrolled you’ll contribute either 3%, 4%, 6%, 8% or 10% of your before tax pay. If you do not choose a contribution rate, your employer will deduct the default rate of 3%. You’ll contribute through wage deductions.

MTG’s role in KiwiSaver:

MTG determines if new employees are eligible for automatic enrolment in KiwiSaver. We also enrol existing employees if they choose to opt in to KiwiSaver.

MTG sends the details of all enrolments to the IRD and will also send new employee KiwiSaver opt out requests.

MTG make KiwiSaver deductions from their employees’ pay. They also make a compulsory minimum contribution of 3% towards our employees’ KiwiSaver fund – unless we are already contributing to another superannuation fund for you.

MTG will also stop payments if their employee has a savings suspension, or if they’re given notice by the IRD or you as our employee, that contributions are to stop.

Changing Pay Details

Please advise Payroll via email if you need to update any pay details (like amending your bank account). Please ensure you notify Payroll prior to the date from which you wish the change to be effective. All requests for changes should be made via email or via the Xero Me app.

Personal Appointments

We understand that occasionally dental, medical and business appointments are necessary but ask wherever possible you should make these outside your normal working hours or later in the day to ensure that they do not involve too much time away from the office. If you need to attend appointments during business hours please let your manager know.

Reimbursement of Expenses

Maurice Trapp Group will reimburse employees for pre-approved expenses, including travel expenses, incurred in the proper performance of their duties. Reimbursement will be subject to employees providing receipts or other evidence of payment and of the purpose of each expense, in a format reasonably required by Maurice Trapp Group. Employees will also be required to complete the Expense Reimbursement Form. Please ask Bernadette in accounts for this. We ask where possible that prior approval be requested by your direct line Manager for any business expenses paid personally.

Client Meetings:

MTG and Mortgage Lab wishes to minimise its’ carbon footprint. Advisers are encouraged to make use of video meetings whenever possible. This is not only efficient for the adviser but is good for the environment. Some examples of when a video meeting isn’t appropriate:

  • if the adviser senses the client may be vulnerable (eg; English as a second language, being pressured by a third party to purchase, etc)

  • for applications with AIA Home Loans that require a face-to-face meeting for AML purposes

Flights:

Where possible, advisers are encouraged to offset their carbon emissions when flying. The airlines offer this at the time of purchase.

Information for the main airlines is here:

Induction

Introduction

This policy applies to all MTG employees and contractors.

Staff of MTG and contractors are our most important asset. Induction is a very important step to help new staff and contractors feel welcome and become fully committed to MTG.

Good induction sets the tone and expectations for staff and contractor relationships with MTG management and existing staff. It helps staff understand the purpose, functions and tasks of their role so they can perform at their best.



Policy

All new staff and contractors at MTG will go through induction before they start working within the business. The induction process is delivered over a period. It will include a follow-up once the person has had a chance to settle in; this is so that MTG can answer any questions the person might have.




Procedure

During the first week — and before starting work — the following steps must be completed:

Health & Safety

  • Provide a full health and safety briefing, including:

    • Risks and hazards in the workplace

    • How to report, isolate, minimise, or eliminate hazards

  • Explain workplace evacuation procedures

Orientation

  • Brief the person on key policies and procedures, and where to find them

  • Show the location of:

    • Toilets

    • Kitchen and break areas

    • Other key facilities

  • Ensure their workspace is set up correctly:

    • Check chair and desk height

    • Ensure there is sufficient space to work comfortably

Communication & Support

  • Identify key contacts:

    • Office contact person

    • Emergency contacts

  • Clarify hours of work and scheduled break times

  • Introduce the person to their co-workers

  • Discuss building access and issue any required security codes or passes

  • Assign a “work buddy” to help answer day-to-day questions

Training & Resources

  • Provide relevant information on:

    • Role-specific training

    • Access to learning and support systems

    • Where to go for ongoing help

  • Explain how their role contributes to the overall success of MTG

End-of-Day Check-In

  • Touch base at the end of the first day to:

    • Answer any immediate questions

    • Confirm that the induction checklist has been completed

Business Environment

Work Areas

As many employees at Maurice Trapp Group and associated Companies work in an open plan area, it is important that your workstation and or desk remain clean and tidy and free of boxes, papers and magazines. Our expectation is that your workstation will be tidied as much as possible at the end of every day. Any items that require storage should be put away, hard copy paper files should be kept to a minimum, with soft copies of files stored on the relevant shared drive electronically. Laptops should not be left on desks overnight and PC’s should be logged off at the conclusion of each day. Workstations must be locked when a desk is left unattended. Please do not store paperwork on the floor.




Security

It is the responsibility of every Maurice Trapp Group employee to ensure that this key/security swipe card (where required) is kept in safe custody. It must be returned on demand / or on termination of employment.

If building access devices are lost or misplaced, please notify Sandra immediately so that they can be cancelled and/or replaced.

Employees must ensure that all confidential/sensitive documents are stored safely at night. You should make sure that your personal belongings and valuables are secure at all times. Personal property is not covered by Company insurance.




Procedure

Paperwork with any sensitive or confidential Maurice Trapp Group information needs to be placed into the locked security disposal bins provided (Auckland, Tauranga) and/or shredded. Documents to be placed in the security bins and/or shredded include but are not limited to:

  • Company Information

  • Client information

  • Completed provider forms

  • Terms and conditions

  • Policies

  • If documents are placed in the security bin and need to be retrieved, see your manager for the key (Auckland only). For obvious reasons take extra care when shredding a document, ensure that it is ok to do so as it will not be able to be retrieved.

 

Noise Factor

Please try to avoid shouting at each other across the office and respect people’s busy periods or meeting times. Please keep your mobile phone ringtone at a respectable level.

Code of Conduct Policy

Purpose

This policy affirms Maurice Trapp Group’s belief in responsible social and ethical behaviour from all employees. This policy clarifies the standards of behaviour that Maurice Trapp Group expects of all employees.




Principles

Our MTG Team members contribute to the success of our organisation and that of our Clients. Maurice Trapp Group fully endorse that all Team members not be deprived of their basic human rights.

Furthermore, our Team members have an obligation to the Business, our Clients and themselves to observe high standards of integrity and fair dealing. Unlawful and unethical business practices undermine employee and Client trust.




Policy

Our Code of Conduct policy applies to all employees and provides the framework of principles for conducting business, dealing with other employees, clients, providers and suppliers. The Code of Conduct does not replace legislation and if any part of it is in conflict, then legislation takes precedence. This policy is based on the following:

  • Act with and maintain a high standard of integrity and professionalism

  • Be responsible and scrupulous in the proper use of Company information, funds, equipment and facilities

  • Be considerate and respectful of the environment and others

  • Exercise fairness, equality, courtesy, consideration and sensitivity in dealing with other employees, clients and suppliers

  • Avoid apparent conflict of interests, promptly disclosing to a Maurice Trapp Group senior manager, any interest which may constitute a conflict of interest

  • Promote the interests of Maurice Trapp Group Companies

  • Perform duties with skill, honesty, care and diligence

  • Abide by policies, procedures and lawful directions that relate to your employment with Maurice Trapp Group and associated companies /or our Clients

  • Avoid the perception that any business transaction may be influenced by offering or accepting gifts

  • Under no circumstances may employees offer or accept money

  • Under no circumstances may employees conduct business for external entities during standard work hours of 8:30am to 5:00pm

  • Any employee, who in good faith, raises a complaint or discloses an alleged breach by another staff member of the Code/ Law, will not be disadvantaged. All disclosures will be dealt with in a timely and confidential manner.

Maurice Trapp Group expects co-operation from our Administration and Adviser Teams in conducting themselves in a professional, ethical, lawful and socially acceptable manner of the highest standards.

Any employee in breach of this policy may be subject to disciplinary action, including termination.

Should an employee have doubts about any aspect of the Code of Conduct, they must seek clarification from their Office Manager.

This policy will be regularly reviewed by Maurice Trapp Group and any necessary changes will be implemented by Management.

 

All advisers must be familiar with the code of professional conduct. The latest version is available from the Kiwi Adviser Network resources page.

Code of Professional Conduct – March 2021

Code of Ethics

1. Be inclusive

We welcome and support people of all backgrounds and identities. This includes, but is not limited to members of any sexual orientation, gender identity and expression, race, ethnicity, culture, national origin, social and economic class, educational level, colour, immigration status, sex, age, size, family status, political belief, religion, and mental and physical ability.

2. Be considerate

We all depend on each other to produce the best work we can as a company. Your decisions will affect clients and colleagues, and you should take those consequences into account when making decisions.

3. Be respectful

We won’t all agree all the time, but disagreement is no excuse for disrespectful behaviour. We will all experience frustration from time to time, but we cannot allow that frustration to become personal attacks. An environment where people feel uncomfortable or threatened is not a productive or creative one.

4. Choose your words carefully

Always conduct yourself professionally. Be kind to others. Do not insult or put down others. Harassment and exclusionary behaviour aren’t acceptable. This includes, but is not limited to:

  • Threats of violence.

  • Insubordination.

  • Discriminatory jokes and language.

  • Sharing sexually explicit or violent material via electronic devices or other means.

  • Personal insults, especially those using racist or sexist terms.

  • Unwelcome sexual attention.

  • Advocating for, or encouraging, any of the above behaviour.

5. Don’t harass

In general, if someone asks you to stop something, then stop. When we disagree, try to understand why. Differences of opinion and disagreements are mostly unavoidable. What is important is that we resolve disagreements and differing views constructively.

6. Make differences into strengths

We can find strength in diversity. Different people have different perspectives on issues, and that can be valuable for solving problems or generating new ideas. Being unable to understand why someone holds a viewpoint doesn’t mean that they’re wrong. Don’t forget that we all make mistakes, and blaming each other doesn’t get us anywhere.

Instead, focus on resolving issues and learning from mistakes.

Dress Code Policy

Maurice Trapp Group’s objective in establishing a safe and comfortable environment includes setting some standards for workplace dress code. This is to enable all people to project a professional image that is in keeping with the needs of our clients and customers to trust us and for our own positioning. Because our industry requires the appearance of trusted professionals a relaxed but professional standard dress code is necessary for everyone.

Our team are expected to dress appropriately for their day and the outside parties they are meeting with. In the offices, Friday work attire can be casual. This requires a neat and well-presented manner at all times. Footwear is to be worn in the office at all times.


Drug and Alcohol Policy

Maurice Trapp Group regards itself as a responsible employer. We believe in maintaining a healthy work environment and promote legal compliance. This Policy is intended to safeguard employees, and contractors, but we also respect an individual’s choice and privacy.

For the purpose of this Policy “Workplace” is defined to mean any place at which an employee or contractor is carrying out duties for Maurice Trapp Group (MTG) or it’s subsidiaries. It applies to employees and contractors who are working at Maurice Trapp Group and includes any client related functions or events, MTG vehicles (including vehicles hired by MTG or AB’s) and when employees or contractors are travelling on behalf of MTG. It also includes any other locations where the employee or contractor is present by reason of his/her employment/contract with MTG.

Alcohol Consumption

Alcohol is not to be consumed during working hours or on work premises unless an employee / contractor is attending an official function where that alcohol has been provided by MTG or an MTG client.

Where alcohol has been supplied at an official function by either MTG or MTG client, every employee is responsible for ensuring that his/her own consumption does not exceed the limits set by law as acceptable for driving under the influence of alcohol.

Where an employee is suspected of having consumed in excess of the level prescribed above, an MTG representative may refuse to provide the employee with any further alcohol.

Alcohol may seriously effect an employee’s performance. Impaired performance may not only be a cause of detriment to an employee’s health and safety, it may also be for other employees or MTG’s clients. As such, it is MTG’s policy that no employee will consume alcohol during work hours or attend work under the influence of alcohol.

Where an employee is at work under the influence of alcohol, or consumes alcohol to a level that exceeds reasonable consumption, this may result in disciplinary action up and including summary dismissal.

Drugs Prohibited

The use of illegal substances (“Drugs”) in a work environment is likely to create unnecessary health and safety risks to employees and to others

MTG is of the clear view that it is impossible for an employee to discharge his/her responsibilities safely while under the influence of drugs. MTG is also firm that using Drugs has the potential to cause serious damage to MTG reputation and perception in the marketplace.

MTG enforces a strict drug-free environment at all times. The use of Drugs within the workplace, by an employee/contractor during work hours or where the employee/contractor is representing MTG is absolutely prohibited.

MTG/AB’s prohibits any employee/contractor to distribute, possess sell or use Drugs while employed/ contracted by or representing MTG on or off the premises.

Employees/Contractors are advised that a criminal conviction for drug related offences may also result in disciplinary action up to and including summary dismissal.

Damage to Property

Should any employee/contractor breach this policy and cause damage to MTG property under the care or control of MTG (including any company or rental vehicle) that employee/contractor will be liable for the cost of repair or replacement, and for the insurance excess. These amounts or any other amount due by the employee to MTG may be deducted from the employee’s wages or salary.

In addition to the above, should an employee or contractor’s actions result in litigation and/or an insurance claim the employee will be responsible for all costs incurred by such processes. MTG will not provide any financial or other assistance in respect of such matters.

IT, Internet, Mobile Phones & Email Policy

Internet Use

The internet is provided by MTG for business use. Limited private use is permitted if the private use does not interfere with a person’s work and that inappropriate sites are not accessed e.g. social media, etc. “Private use” does not include conducting business for other entities. Management has the ability and right to access the system at any time to check if private use is excessive or inappropriate.

Failure to comply with these instructions will be subject to appropriate investigation. In serious cases, the penalty for an offence, or repetition of an offence, may include dismissal. You need to be aware that some forms of internet conduct may lead to criminal prosecution.

Mobile Phones

We realise that Mobile Phones are part of life in this day and age. We ask that you use common sense in the workplace and limit the use of your mobile phone for personal reasons to breaks and emergencies only. This includes texting. Any excessive use of mobile phones during work hours may lead to disciplinary action.

Email Use

Email facilities are provided by Maurice Trapp Group (MTG) primarily for formal business correspondence. All email communications are backed up daily. Users must take care to maintain the confidentiality of sensitive and commercially important information.

Personal use

Limited personal use of email is permitted, provided it does not interfere with work responsibilities or performance. However, MTG management reserves the right to access and monitor incoming and outgoing email messages, as well as internet usage, at any time. This is to ensure usage is not excessive, inappropriate, or in breach of company policy.

Non-essential emails, including personal messages, should be regularly deleted from the Sent Items, Inbox, and Deleted Items folders to help prevent mailbox congestion.

All outgoing emails must include the approved MTG business disclaimer.

Prohibited use

To protect the business from the risks associated with email misuse, the following rules apply to all users:

  • Do not send any material by email that is defamatory, breaches copyright or confidentiality, or could damage the reputation of MTG or its relationships with staff, clients, suppliers, or any other associated parties.

  • Do not include content that is gossip about colleagues or that could be considered offensive, demeaning, persistently irritating, threatening, discriminatory, harassing, or bullying.

  • Do not send emails concerning sensitive personal matters unless authorised.

  • Do not access or read the email records of other individuals unless explicitly authorised by management. This access must be for legitimate purposes such as system maintenance, compliance checks, or fault resolution, and will be restricted to the minimum scope required.

  • Do not impersonate another person or use someone else’s computer or email account without permission.

  • Do not use MTG email to conduct business activities unrelated to your role or the company.

  • Excessive personal use of email or social media — including mass emails, unnecessary “Reply All” responses, or activities not related to your duties — is not permitted.

Compliance

Failure to comply with this policy is considered a performance issue. Breaches may result in disciplinary action, including verbal or written warnings. Serious or repeated offences may lead to dismissal.

Social Media Policy

These guidelines have been developed to assist you in using social media, to feel empowered to participate, whilst being mindful of your responsibilities to your social community.

Contact MTG Marketing Team (Key Staff Contacts) for approved company logos and more information on these guidelines if you are unclear on anything outlined in this document.

Accounts for Advisers

All Mortgage Lab / MTG advisers are encouraged to have social accounts such as Facebook, Twitter, and LinkedIn. They have become an essential tool to share news, and market updates and for making a personal connection with potential customers.

We recommend creating a separate business page for your profile for lead generation purposes.

  • Advisers must identify themselves as being from The Mortgage Lab if they are using their accounts for work in any way.

  • We suggest using The Mortgage Lab or a variation of it in your page name First name Surname Mortgage Lab and @firstnamesurnamemortgagelab.

  • Please ensure that you have verified your Facebook page.

  • You may not have your logo or your tagline typeset to appear like a logo.

  • You may have a cover photo of your choice, or choose a suitable graphic. We can provide you with a Mortgage Lab / MTG logo if you wish.

Social Media Guidelines

  • Identify yourself in the About section as a Mortgage Lab Adviser. Example: The Mortgage Lab are multi-award-winning mortgage specialist located nationwide. You can find out more at mortgagelab.co.nz or view my online profile: mortgagelab.co.nz/contact/.

  • Each social media page must have a link to the Stage 1 disclosure information: https://mortgagelab.co.nz/#important-info 

  • Once the page has been created, you are responsible for its management. You may share sponsorships, events, news, and links to relevant market updates.

  • The URL will look like this: https://www.facebook.com/firstnamelastnameMortgageLab/ and @firstnamelastnameMortgageLab.

  • You may choose to regularly update your cover images to promote properties, events, sponsorships or suburb.

Please ensure all posts, comments, or shares are posted from the business page, not your page.

Interacting with The Mortgage Lab NZ Account

Advisers are encouraged to share and retweet material posted by the official Mortgage Lab branded account on social networking sites (e.g. @TheMortgageLab or The Mortgage Lab Facebook or Google My Business page).

Interacting with your Facebook Community

  • You must engage with your community regularly (at least 3 posts a week) and reply at least within 2 hours after a message was posted. Please delegate responsibilities to a trusted representative to manage your account on your behalf if you are busy.

  • Feel free to ask your followers for their opinions and feedback, encourage them to answer questions about their areas of interest.

  • A person who picked up on a mistake and provided genuine feedback to you to correct should be thanked in a personal message or tweet (try to avoid repeating the original error in the message). Example: Hi (First name), thank you for bringing this to our attention, the correction has now been made.

  • If someone offers a businesslike criticism of a property, service, or image but has their facts wrong, it’s good to reply, time permitting, to clarify the facts. Offer to continue the conversation in an appropriate forum either by phone, email, or private message.

  • Abusive, bigoted, obscene, sexist, and/or racist comments should be hidden immediately and the person should be blocked from the community. If the situation escalates, report it to management immediately.

  • Erroneous posts or tweets need to be corrected quickly and transparently. This applies to Mortgage Lab-related posts or tweets on personal accounts as well.

Privacy

You should be mindful that any opinions or personal information you disclose about your office/yourself/your business or colleagues may be linked to the Mortgage Lab’s name and brand, even if pages are restricted to viewing only by friends.

This applies to both your professional and personal social media accounts and digital presence. We recommend customising your privacy settings on Facebook to determine what you share and with whom. However, virtually nothing is truly private on the internet.

It’s all too easy for someone to copy material out of restricted pages and redirect it elsewhere for wider viewing. It is your responsibility to report any misuse of your information, images or personal details to Facebook authorities and the marketing team for assistance.

Please keep in mind

  • Any private response you make to a person could go public. Email, Facebook messages and Twitter direct messages may feel like private communications, but may easily find their way to the public domain.

  • In the case of an opinion or image that stirs significant controversy, management, as representative of the brand, is likely the best person to reply, rather than the person who created the content.

  • Any incoming message that raises the possibility of legal action should be reviewed by anMortgage Lab legal representative before a response is made. Alert the management immediately.

Posting

Mortgage Lab staff are encouraged to link to Mortgage Lab content in all formats.

Be mindful of competitive and corporate issues as you post links.

You should link to content that has been published online, rather than directly uploading or copying and pasting the material.

Exclusive Content

  • Only share approved company statistics provided by management.

  • Don’t be the first to break company news unless you’re authorised to do so.

  • Please keep confidential company information out of this arena.

  • Once any material has been published, you are welcome to post and tweet a link to it on your Social Media business pages.

  • You may not include political affiliations in your profile, business pages or accounts and should not make any postings that express political views.

  • When we are running a brand campaign, we ask that you please amplify the campaign/competition through your channels.

  • Please ensure the correct #hashtags are used when sharing specific campaign or competition-related content.

Opinion

  • Getting involved, and having an opinion and a voice will help you build an engaging and honest relationship with your community however, be aware that you represent The Mortgage Lab at all times.

  • Refrain from declaring your views on contentious public issues in any public forum that might be misinterpreted.

  • Steer away from bad-mouthing competitors, fellow Advisers, offices, the company or the industry.

  • Whenever possible, credit by linking to the Mortgage Lab’s brand pages and feeds.

  • Don’t present yourself as speaking for The Mortgage Lab and be clear about what your role is with The Mortgage Lab.

Retweeting

  • Retweets, like tweets, should not be written in a way that looks like you’re expressing a personal opinion.

  • A retweet with no comment of your own can easily be seen as a sign of approval of what you’re relaying.

Measurement

Facebook Pages provide information about your page’s performance, like demographic data about your audience and how people are responding to your posts.

You can use Pages to:

  • Understand how people are engaging with your page.

  • View metrics about your page’s performance.

  • Learn which posts have the most engagement and see when your audience is on Facebook.

Social Media Links:

Private / Personal Use of Social Media

Maurice Trapp Group expects all employees, contractors and sub-contractors to uphold professional standards when using social media for any work-related purpose or when identifying themselves in connection with the business.

This policy applies to anyone who contributes to or performs duties such as:

  • maintaining a profile or page on any social or business networking site on behalf of Maurice Trapp Group (including LinkedIn, Facebook, Instagram, WhatsApp, Twitter or similar)

  • making comments on such sites as a representative of Maurice Trapp Group

  • writing or contributing to blogs or commenting on other blog posts on behalf of Maurice Trapp Group

  • posting comments on web-based forums or message boards in a business capacity for Maurice Trapp Group

No one may engage in any social media activity as a representative of Maurice Trapp Group without first obtaining written approval from management.

If an employee, contractor or sub-contractor is asked to contribute to any form of social media on behalf of Maurice Trapp Group, they must do so professionally and in a way that supports the best interests of the business.

All individuals must take care not to communicate any of the following on social media or any public platform:

  • confidential information relating to Maurice Trapp Group, its clients, suppliers or business partners

  • content that breaches privacy or publicity rights of any individual or business

  • any information about clients, suppliers or business partners—whether confidential or publicly known—without their explicit authorisation

Confidential information includes any non-public information relating to Maurice Trapp Group, its clients or associated businesses in any form.

Private or personal use of social media

Maurice Trapp Group recognises that employees, contractors and sub-contractors may contribute content to websites, blogs and social or business networking platforms in their personal capacity. However, inappropriate behaviour on these sites can cause damage to the company, its reputation, and its relationships with employees, clients, suppliers or business partners.

For this reason, all staff must not publish material that identifies them as being associated with Maurice Trapp Group or its clients, partners or suppliers unless authorised.

Additionally, individuals must not post, send, forward or otherwise use any material that:

  • is intended to or could reasonably cause insult, offence, intimidation or embarrassment to others, including clients and business partners

  • is defamatory or could harm the image, reputation, financial performance or viability of Maurice Trapp Group or its associated parties

  • contains any confidential information about Maurice Trapp Group or its clients, suppliers or business partners

Compliance with this policy is mandatory. Any breach may result in disciplinary action. This may include formal warnings, suspension, removal of network access, or termination of employment or contractual agreements.

Use of company electronic equipment

The following are examples of unacceptable use of Maurice Trapp Group’s electronic equipment. This list is not exhaustive:

  • downloading, distributing, printing or displaying content that is offensive, pornographic, discriminatory, harassing, illegal or otherwise inappropriate

  • sharing non-work-related material, such as jokes, chain emails, personal web links or private content

  • copying or using software or other materials in breach of copyright or licensing agreements

  • installing any software that has not been pre-approved by Maurice Trapp Group

If you become aware of any misuse of company systems or a breach of this policy, you must notify your manager.

If you are unsure whether a particular action or behaviour constitutes misuse, consult your manager for clarification.

Mental Health and Wellbeing

Mental health is best described as our state of mind, which varies over the course of our lives somewhere between good and poor.

Our mental well-being affects our ability to do our jobs, maintain healthy relationships, and cope with stress or anger.

Like physical health problems, mental health problems are very common. As Sir John Kirwan said “You’re not alone if life is really hard for you at the moment. Anxiety and depression are really common in New Zealand. One in five of us are going to experience it this year. But it is different for everyone…”

This resource has been created to help support and encourage the discussion of Mental Health and Wellbeing for ourselves and those around us.

Useful files:

Apps for iPhone and Android

With numerous apps available for both Apple and Android phones, here are a few of the ones we like.

  • Calm – With the goal to help you improve your health and happiness.

  • Headspace – An app for people who want to learn and practice meditation

  • Mentemia – With Mentemia, you’ll discover what things can help you feel more energised, more productive, and better equipped for whatever the world throws at you today.

  • Smiling Mind – An app for children, adolescents and adults who want to practice mindfulness and meditation.

Support and Resources


Talk to someone

Your GP, doctor or hauora service can help you access counselling and can talk to you about treatment options if you’re experiencing stress or anxiety.

  • Need to talk? Free call or text 1737 to talk to a trained counsellor, anytime.

  • Lifeline 0800 111 757 for counselling and support. Text ‘Help’ to 4357

  • Depression Helpline 0800 111 757 or Text 4202.

  • Samaritans Aotearoa 0800 726 666 for confidential, non-judgemental & non-religious support. 24 hours a day, 365 days a year.

Training & Development

Policy

Maurice Trapp Group will give employees adequate training to do their job safely and competently. Our business believes training is a two-way process. We encourage employees to participate and to highlight any gaps in their own skills or knowledge they believe they have.

Training includes internal on-the-job training, written instructions such as standard operating procedures, coaching, and courses.

Maurice Trapp Group encourages learning and development in our employees, including regular webinars and support for additional qualifications (for example, Certificate in Financial Services Level 5 papers).

Contract Advisers are required to complete learning and development, provider accreditations, and required qualifications to give advice. They must complete 40 Continued Professional Development Points per annum.

 

Health, Safety and Wellbeing Policy

1. Purpose and Scope

This policy applies to all Maurice Trapp Group (MTG) staff, contractors, and visitors—whether at an MTG office, offsite, or working remotely from home. MTG is committed to providing and maintaining a safe and healthy workplace, free from preventable harm and risk to physical and mental wellbeing.

2. Our Commitments

MTG is committed to:

  • Complying with all relevant health and safety laws and standards.

  • Eliminating or minimising risks to health and safety, including physical and psychological hazards.

  • Providing adequate facilities such as first aid, toilets, drinking water, and clean workspaces.

  • Ensuring all staff receive necessary training, supervision, and access to information to work safely.

  • Involving staff in health and safety decision-making and improvements.

  • Monitoring workplace risks and maintaining clear incident reporting procedures.

3. Staff Responsibilities

All employees, contractors, and visitors are expected to:

  • Take reasonable care for their own and others’ safety.

  • Follow all health and safety procedures and use protective equipment as required.

  • Report any hazards, incidents, near misses, injuries, or unsafe behaviours immediately.

  • Attend health and safety training when required.

  • Comply with the requirements of this policy and the policies of offsite locations.

  • Notify their manager if they are taking medication or have a condition that may affect their ability to work safely (medical details are not required).

4. Hazard and Risk Management

All staff and visitors are responsible for:

  • Identifying and reporting hazards or risks in the workplace.

  • Eliminating or minimising risks where possible.

  • Recording hazards in the Hazard Register, which will be assessed to determine whether the risk is significant.

  • Following the Hazard Escalation Process where a risk cannot be addressed immediately.

  • Ensuring resolution steps (temporary or permanent) are implemented and documented.

If a serious or unavoidable hazard is identified, MTG may suspend standard work duties and assign temporary alternatives.

5. Incident and Injury Reporting

If an injury, accident, or near miss occurs:

  • Seek first aid or call 111 in the case of serious injury.

  • Report the incident to your manager and complete an Incident/Accident Report Form.

  • For injuries requiring medical treatment or time off, complete an ACC Claim Form.

  • The incident must be recorded in the Register of Injuries, Incidents, and Near Misses.

  • Serious injuries must be reported to WorkSafe immediately (0800 030 040). The accident scene must not be disturbed unless cleared by a safety inspector.

6. First Aid

First Aid Kits are located at:

  • Auckland: Kitchen wall, far end of bench

  • Tauranga: Under-sink cupboard in kitchen

  • Hamilton: Kitchen drawers under sink

  • Napier: Drawer under desk

7. Specific Workplace Hazards and Prevention

7.1 Slips, Trips, and Falls

Hazards: Wet floors, loose cables, poor lighting, obstructed walkways
Prevention: Keep areas tidy, use warning signage, assist when carrying large items

7.2 Lifting and Carrying

Hazards: Heavy or awkward loads, bending or twisting
Prevention: Store items at safe heights, use safe lifting techniques, avoid repetitive tasks

7.3 Germs and Infections

Hazards: Illness spread via air, surfaces, or contact
Prevention: Wash hands regularly, disinfect shared surfaces, stay home when unwell

7.4 Working Posture and Ergonomics

Hazards: Poor desk setup, prolonged sitting or standing
Prevention: Use ergonomic furniture, maintain correct posture, take regular movement breaks

8. Drugs, Alcohol and Medication

  • No staff member may perform work duties under the influence of alcohol or drugs.

  • No person may drive a company or private vehicle for work purposes while impaired.

  • Prescription and non-prescription medication that may impair safe performance must be disclosed to your manager (only the effect, not the condition).

  • Substance abuse (including sale or possession of illegal substances at work) may result in disciplinary action. MTG may provide referral support for staff seeking help.

9. Smoke-Free Environment

MTG is a smoke-free workplace:

  • Smoking is permitted only during breaks and only outside buildings.

  • No smoking is allowed indoors or during work duties.

10. Inappropriate Behaviour

Harassment, bullying, or discrimination are prohibited and may cause psychological harm.

If you experience or witness inappropriate behaviour:

  • Address it directly if comfortable

  • Speak to your manager or a trusted senior staff member

  • Make a formal report

Such behaviour may lead to disciplinary action, including dismissal.

11. Our Safety Culture

Everyone at MTG has a role in creating a safe workplace.
We will:

All Team Members Will:

  • Report hazards, incidents, or pain/discomfort

  • Comply with safety procedures and training

  • Participate in H&S discussions and initiatives

  • Communicate any allergies or health conditions relevant to workplace safety

Management Will:

  • Engage with staff and contractors on health and safety issues

  • Ensure all incidents and near misses are recorded and investigated

  • Regularly review health and safety systems and goals

  • Support return-to-work plans for injured employees

  • Ensure safe practices for all contractors and sub-contractors

12. Workers’ Compensation

All staff may be eligible for ACC compensation for work-related injuries. MTG will support the claim process and return-to-work arrangements.

13. Emergency Contacts

In any emergency: Dial 111
Notify the Office Manager or, if unavailable, a Director immediately.

Health & Safety A & E Clinics

Closest A&E Clinics

Auckland
Auckland City A&E
2 Park Road, Grafton, Auckland
Ph. 09 367 0000
Hours – open 24 hours

Hamilton
Anglesea A&E
Gate 1 Cnr Thackeray & Anglesea Streets, Hamilton
Ph. 07 858 0800
Hours – open 24 hours

Cambridge
Cambridge Medical Ctr
Alpha Street, Cambridge
Ph: 07 827 7184
Hours – Monday to Friday – 8.30am to 5pm

Tauranga
Tauranga Hospital
829 Cameron Road Tauranga
Ph. 07 5798000
Hours – open 24 hours

Napier
City Medical 24/7
76 Wellesley Road Napier South
Ph. 06 8354999
Hours – open 24 hours

Whanganui
Whanganui Hospital
100 Heads Road, Gonville, Whanganui
Ph: 06 348 1234
Hours – open 24 hours

Christchurch
Moorhouse Med Ctr
3 Pilgrim Place Christchurch
Ph 03 365 7900
Hours 8am to 8pm

Please record any accidents or near misses to Sian in Auckland, Janeen in Tauranga, Sandra in Hamilton, Karyn in Cambridge, Tim in Napier and Sharon in Christchurch.

Equal Employment Opportunity (EEO) & Anti-Bullying

Policy

This policy applies to all staff including contractors and covers all work-related functions and activities including external training courses sponsored by Maurice Trapp Group Companies.

It also applies for all recruitment, selection and promotion decisions.

The objective of Maurice Trapp Group’s Equal Opportunity Policy is to improve business success by:

  • attracting and retaining the best possible employees

  • providing a safe, respectful and flexible work environment

  • delivering our services in a safe, respectful and reasonably flexible way

Discrimination, Sexual Harassment and Bullying

Maurice Trapp Group is committed to providing a workplace free from discrimination, sexual harassment and bullying. Behaviour that constitutes discrimination, sexual harassment or bullying will not be tolerated and will lead to action being taken, which may include dismissal.

For the purposes of this policy, the following definitions apply:

Discrimination:

Direct discrimination occurs when someone is treated unfavourably because of a personal characteristic.

Indirect discrimination occurs when a rule seems neutral, but has a discriminatory impact on certain people. For example a minimum height requirement of 1.8m for a particular job might be applied equally to men and women, but would indirectly discriminate on the basis of sex, as women tend to be shorter than men.

Sexual harassment includes unwelcome conduct of a sexual nature in circumstances in which it could reasonably be expected to make a person feel offended, humiliated or intimidated or where a reasonable person, having regard to all the circumstances, would have anticipated that the person harassed would be offended, humiliated or intimidated.

Workplace bullying may include behaviour that is directed toward an employee or group of employees, that creates a risk to health (mental and physical) and safety e.g. physical and/or verbal abuse, excluding or isolating individuals; or giving impossible tasks. This also includes passive/aggressive behaviour.

Maurice Trapp Group provides equal opportunity in employment to people without discrimination based on a personal characteristic protected under equal opportunity legislation.

Under NZ legislation they include:

  • age

  • race or colour

  • ethnicity or national origins

  • sex or gender identity

  • sexual orientation

  • disability

  • industrial activity

  • religious or ethical belief

  • marital status

  • employment status

  • political opinion

Any employee found to have contravened this policy will be subject to disciplinary action, which may include dismissal as outlined in the complaint procedure below.

Employees must report any behaviour that constitutes sexual harassment, bullying or discrimination to their manager.

Employees will not be victimised or treated unfairly for raising an issue or making a complaint.


Investigation and Possible outcomes

If after investigation management finds the complaint is justified, management will discuss with the complainant the appropriate outcomes which may include:

  • disciplinary action to be taken against the perpetrator (counselling, warning or dismissal)

  • staff training

  • additional training for the perpetrator or all staff, as appropriate

  • counselling for the complainant

  • an apology (the particulars of such an apology to be agreed between all involved)

Leave

General Leave Policy

Unless specified otherwise, employees referred to in this policy mean permanent full-time or part-time salaried/ wage employees.

All employees are entitled to leave in accordance with the relevant awards or agreements and statutory provisions. Where the entitlements or practices in this document conflict, the applicable award, workplace agreement, employment contract or employment law takes precedence.

All planned leave has to be mutually agreed, and take into account workloads and the employee’s needs. Leave must be approved in advance, except when the employee can’t anticipate the absence. Any documents regarding leave will be kept on the employee’s personnel file.


Annual Leave Policy

Each employee is entitled to a minimum of 20 days (4 weeks) of annual leave per year (pro-rated for part-time employees), unless negotiated otherwise. Leave entitlements are calculated from the date you commenced employment and accrue in accordance with workplace relations legislation.

Minimum Time Off Requirement

To support employee wellbeing and ensure adequate rest, all employees must take a minimum of 15 days (3 weeks) of their annual leave each year as actual time off work.

  • Employees may request to cash out up to 5 days (1 week) of annual leave per year, provided they retain and use at least 3 weeks for time away from work.

  • Employees with more than 4 weeks’ annual leave entitlement (e.g. 25 days) may request to cash out up to 10 days (2 weeks) but must still take a minimum of 15 days (3 weeks) as leave.

Cashing out annual leave is only permitted where agreed by Maurice Trapp Group and in accordance with workplace relations legislation. Any request to cash out leave will be assessed on a case-by-case basis.

Annual Leave Applications

Applications for annual leave should be submitted to your direct manager and must be lodged at least 4 weeks in advance, where possible. Approval is subject to business needs.

Employees are expected to use accrued annual leave during business close-down periods. Where an employee has insufficient leave accrued, unpaid leave may be directed.

In some circumstances, leave in advance of accrual may be approved, subject to:

  • The employee agreeing to repayment via deduction upon termination, or

  • Acceptance of the time off as unpaid leave.


Personal (Sick) Leave Policy

For full time salaried employees, there is provision of ten days’ paid sick leave a year.

Sick leave can be used when an employee is sick or injured, or when the employee’s spouse or partner or a person who depends on the employee for care (such as a child or elderly parent) is sick or injured.

At any time when the employee does not have a sick leave entitlement, the employer and employee can agree to the employee anticipating the sick leave entitlement. In this case, any sick leave taken can be deducted from the next entitlement that arises.

In certain circumstances and at the discretion of management, additional paid sick leave may be approved.

Please notify your direct line Manager as soon as possible if you are unable to attend work due to illness or injury. The preferred method for notification is by telephone rather than text. Management, at its discretion, may request evidence such as a medical certificate showing that the employee was entitled to take personal leave during the relevant period. If the employer asks for proof after the first three days of the sick leave, the employer is responsible for any costs the employee might incur to gain this proof.


Bereavement Leave Policy

Our general policy is, employees are entitled to paid Bereavement leave. Bereavement Leave can be made available from employment inception under certain circumstances whereby a Bereavement occurs of a close family member. Bereavement leave is paid leave taken by an employee after the death of a family member.

You are entitled to a period of three days paid Bereavement leave where a family member (spouse, parent, child, brother/sister, grandparent, grandchild or spouse’s parent) has died, or if you need to spend time with a seriously ill family member. At the discretion of Management, additional paid or unpaid Bereavement Leave may be approved.

One day of paid bereavement leave on the death of any other person if the employer accepts that you have suffered bereavement as a result of death of a close associate or more distant relative.


Public Holidays

You are entitled to the Public Holidays specified in the (current) Holidays Act and its amendments.


Parental Leave Policy

Please check the latest governmental entitlements here.


Leave Without Pay

Management has the discretion to approve leave without pay that you as an employee are not otherwise entitled to.


Jury Service Policy

An employee on jury service should supply the official request to attend, the details of attendance and the amount the court will pay them. Maurice Trapp Group may consider reimbursing the employee the difference between this amount and their base salary.


Abandonment of Employment

Where you absent yourself from work for a continuous period exceeding 3 days without notifying or obtaining the consent of the Company, the Company will take all reasonable steps to ascertain why. If you cannot be contacted or no satisfactory reasons can be provided, you shall be deemed to have terminated your employment. If you are unable to notify the Company of absence because of unforeseen hospitalisation or similar cause, you shall be entitled to reinstatement without loss.

Local Purchase Policy

Why buy local?

Where possible and when economically viable, we prefer to purchase locally.

1. Buy Local – Support Yourself: Several studies have shown that when you buy from an independent, locally owned business, rather than nationally owned businesses, significantly more of your money is used to make purchases from other local businesses, service providers and farms — continuing to strengthen the economic base of the community.

2. Support community groups: Non-profit organisations receive an average 250% more support from smaller business owners than they do from large businesses.

3. Keep our community unique: Where we shop, where we eat and have fun — all of it makes our community home. Our one-of-a-kind businesses are an integral part of the distinctive character of this place. Our tourism businesses also benefit. “When people go on vacation they generally seek out destinations that offer them the sense of being someplace, not just anyplace.” ~ Richard Moe, President, National Historic Preservation Trust

4. Reduce environmental impact: Locally owned businesses can make more local purchases requiring less transportation and generally set up shop in town or city centres as opposed to developing on the fringe. This generally means contributing less to sprawl, congestion, habitat loss and pollution.

5. Create more good jobs: Small local businesses are the largest employer nationally and in our community, provide the most jobs to residents.

6. Get better service: Local businesses often hire people with a better understanding of the products they are selling and take more time to get to know customers.

7. Invest in community: Local businesses are owned by people who live in this community, are less likely to leave, and are more invested in the community’s future.

8. Put your taxes to good use: Local businesses in town centres require comparatively little infrastructure investment and make more efficient use of public services as compared to nationally owned stores entering the community.

9. Buy what you want, not what someone wants you to buy: A marketplace of tens of thousands of small businesses is the best way to ensure innovation and low prices over the long-term. A multitude of small businesses, each selecting products based not on a national sales plan but on their own interests and the needs of their local customers, guarantees a much broader range of product choices.

10. Encourage local prosperity: A growing body of economic research shows that in an increasingly homogenised world, entrepreneurs and skilled workers are more likely to invest and settle in communities that preserve their one-of-a-kind businesses and distinctive character.

Performance Expectations

Policy

As a member of our Maurice Trapp Group Team, we have set detailed below the expectation we have of you as an individual, and as a team member. In addition we have provided details of what you can expect from MTG as your employer.

MTG Individual Employee Performance Expectations

  • Display a positive and respectful attitude.

  • Work with honesty and integrity.

  • Represent the organization in a responsible manner when dealing with Providers and Clients.

  • Perform your role efficiently, effectively, with time sensitivity and attention to detail front of mind.

  • Maintain good attendance.

  • Conduct yourself in a professional manner.

  • Follow set policies and procedures when dealing with problems or issues.

  • Be self-motivated and reliable.

MTG Contract Adviser Performance Expectations

  • Maintain appropriate qualifications for the provision of advice and complete required CPD hours.

  • Respond to client queries and requests in a timely manner.

  • Display a positive and respectful attitude.

  • Work with honesty and integrity.

  • Represent the organisation in a responsible manner when dealing with external parties.

  • Conduct yourself in a professional manner at all times.

  • Follow FAP policies and procedures, including record keeping, complaints and breaches.

  • Work in accordance of the Code of Professional Conduct.

MTG Team Expectations

  • Respect each other, and be courteous and sensitive to everyone’s needs and concerns.

  • Be accountable for your work.

  • Be flexible about job and task assignments.

  • Be willing to help each other instead of displaying an “it’s not my job” attitude.

  • Ask for help when needed.

  • Work safely together.

  • Be open to constructive feedback without being defensive or negative.

  • Be self-motivated and reliable.

  • Share ideas for improvement.

  • Be cheerful, positive and encouraging to other team members.

In response to this MTG will provide:

  • Proper training, support and leadership from management.

  • Timely and accurate payment of wages.

  • Safe and healthy working environments.

  • Full disclosure and explanation of the job responsibilities, company policies and procedures.

  • Regular feedback on performance from supervisors or managers.

  • Access to the resources needed to perform your work tasks efficiently and properly.

  • Fair and consistent communication and application of policies (e.g., performance, discipline, conduct) across the team.

  • Credit and acknowledgement for work achievements.

Performance Management

Policy

The purpose of performance management is to improve performance. It is an ongoing process. It should include informal and formal review. We encourage a two-way process, that is, employees can also give management feedback on performance.

Performance Improvement

Policy

Where warranted Maurice Trapp Group will use improvement processes to improve performance. Should such improvement processes be unsuccessful in improving an employee’s performance, Maurice Trapp Group may decide to end an employee’s employment. Depending on the circumstances, performance improvement action may include verbal or written warnings, counselling or retraining.

Maurice Trapp Group requires a minimum standard of conduct and performance which will be made clear to employees in management appraisals. If an employee does not meet this standard, Maurice Trapp Group will take appropriate corrective action, such as training. Formal performance improvement procedures will generally only start when other corrective action fails.

If an employee deliberately breaches business policy or procedure, repeated fails to follow process, or engages in misconduct, Maurice Trapp Group may start improvement procedures, or, in cases of serious misconduct or breach of policy, may dismiss an employee.

Each employee must understand their responsibilities, be counselled and given the opportunity to reach the standards expected of them. Maurice Trapp Group will give an employee the opportunity to defend themselves before management takes further action.


Gross or serious misconduct policy 

Summary (instant) dismissal for gross, negligent or serious misconduct is possible (depending on the facts involved). Management will seek advice before taking this step.

Whilst MTG encourages informal discussions between employees and their managers wherever possible, there may be times when it is appropriate to instigate a formal disciplinary process. This may be the case where MTG is concerned that an employee or Contractor has committed serious misconduct. Serious misconduct includes (but is not limited to):

  • Any act of discrimination, victimisation, bullying or harassment

  • Acting in conflict with MTG’s best interest

  • A breach of any health or safety requirement or obligation

  • Wilful damage or MTG’s property

  • Misappropriate or theft of an individual’s property

  • Wilful neglect in the performance of an employee’s duties

  • Imprisonment or conviction by a Court of any offence, which MTG considers as potentially damaging to its reputation or image

  • Any failure by an employee to inform MTG of any criminal charge taken against an employee

  • Serious negligence or dishonesty

  • Incapacity at work caused by alcohol or drugs

  • Any breach of MTG’s Drug and Alcohol policies

  • Breaching any of MTG’s information system policies

  • Actual or attempted defrauding of MTG

  • Misuse of MTG’s funds and / or corporate cards

  • Conduct that causes risk to the health or safety of a person or the reputation, viability or profitability of MTG’s business

  • Refusal to carry out MTG’s reasonable and lawful instructions

  • Fighting or disorderly conduct

  • An employee engaging in conduct that constitutes direct or indirect discrimination under MTG’s policies

  • Any employee victimising another

  • An employee engaging in behaviour that constitutes sexual harassment

  • Any employee maliciously or falsely raising an allegation of discrimination, bullying, victimisation, harassment or sexual harassment under MTG’s policies

  • Any breach of MTG’s Health and Safety policies, including any failure by an employee to report stress

  • Unauthorised disclosure of confidential information

  • Falsification of reports or records or deliberate failure to accurately complete reports or records

  • Using abusive or discriminatory language during work hours

  • A breach of any term of an employee’s employment agreement

  • Any breach of MTG’s Social Media policies

  • Viewing or distributing pornographic material or distributing offensive or illegal material

  • Any other action which MTG considers constitutes serious misconduct after it has considered all of the circumstances of an allegation

MTG will arrange a meeting time with the employee to discuss their concerns. Before the meeting occurs the employee will be advised of:

  1. The nature of the meeting

  2. His or her right to be accompanied by a support person / representative at that meeting and

  3. The possible outcome of that meeting

The above will usually be confirmed in writing by MTG.

Grievance Complaints

Policy 

Maurice Trapp Group supports the right of every employee to lodge a grievance with their manager if they believe a decision, behaviour or action affecting their employment is unfair. An employee may raise a grievance about any performance improvement action taken against them.

We aim to resolve problems and grievances promptly and as close to the source as possible. When necessary, Maurice Trapp Group will escalate a grievance to the next higher level of authority for more discussion and resolution, and continue escalating it to the level above until it is resolved.

Managers will do their utmost to action grievances objectively, discreetly and promptly. Be aware that grievances that are misconceived, vexatious, and lacking substance may result in disciplinary action being taken against the employee lodging the grievance.

 

Procedure

  1. The employee should try to resolve the grievance as close to the source as possible. This can be informal and At this stage, every possible effort should be made to settle a grievance before the formal grievance process starts. If the matter still can’t be resolved, the process continues and becomes formal.

  2. To start the formal grievance the complainants must fully describe their grievance in writing, with dates and locations wherever possible and how they have already tried to settle the grievance.

  3. The person(s) against whom the grievance/complaint is made should be given the full details of the allegation(s) against They should have the opportunity and a reasonable time to respond before the process continues.

  4. If the grievance still can’t be resolved, the matter will be referred to the most senior manager for consideration and a final A grievance taken to this level must be in writing from the employee.

Domestic Violence

Policy 

MTG is committed to doing all we reasonably can to support staff who are victims of family violence. All requests for family violence leave or short-term safety measures at work will be considered urgently. We define family violence as physical abuse, sexual assault, emotional abuse, verbal abuse, neglect, financial abuse, restraint, stalking or image-based abuse.

Should you be experience domestic violence you will be entitled to take leave subject to allowable days. You can also take this kind of leave to support a child who has experience domestic violence, if they live with you some of the time.


Procedure 

In the first instance staff who are affected by Domestic Violence are encouraged to talk confidentially with their manager or the business owner. There may be support services available for you. Your manager has been trained to ensure they provide you with sufficient support and assistance.

In New Zealand there are many support services available to you and your manager will assist you in identifying external support, if you feel you are ready. We have listed a few below for ease of reference.

If you wish to take domestic leave you must notify your manager as early as possible. In some circumstances MTG may, in good faith, ask staff to supply proof of the domestic violence. Examples of proof may include:

  • letter or email about what’s going on and how it affects the employee from either a support organisation – for example, a domestic violence support service or Oranga Tamariki.

  • report from a school.

  • a declaration – a letter of evidence witnessed by an authorised person like a justice of the peace.

  • any court or police documents about the domestic violence.

  • Doctor or nurse.

 

Staff support 

You can take at least 10 days paid domestic violence leave. This is separate from annual leave, sick leave and bereavement leave. You may ask for short-term flexible working arrangements. This can be for up to 2 months. You must not be treated adversely in the workplace because you might have experience domestic violence. This is discrimination. If any staff member experiences discrimination

within the workplace as a result of the domestic violence, they must report this to their manager. If the manager is the source of discrimination – they must report this to the CEO.

 

Domestic Violence Support Services 

Whistleblower Policy 

Policy

The purpose of this Policy is to set out the processes by which suspected serious wrongdoing can be reported, within the framework of protection provided by the Protected Disclosures Act 2000 (the Act).

Reporting serious wrongdoing assists with managing risk (including health and safety risk), promotes openness and transparency and protects MTG’s reputation

MTG encourages our staff to utilise the whistle-blower process when they suspect serious wrongdoing. MTG acknowledges that whistle-blowers or staff making internal disclosures may be concerned about reprisals, discriminations, harassment or retribution in making an internal disclosure. MTG is committed to minimising those possibilities with the following:

  • Protection of the identity of the person making the internal disclosure.

  • Protection from personal disadvantage for having made the disclosure where the discloser has acted in good faith and has not engaged in misconduct or illegal activities or made a malicious disclosure.

  • Protection from victimisation for having made the disclosure MTG intends to investigate thoroughly any report, concern or complaint made in good faith that it receives relating to a suspected Everyone will be required to cooperate in internal investigations of misconduct or unethical behaviour.

For the purposes of making a report under this Policy, matters may include, but are not limited to, any actual or suspected:

  • conduct or practices which are dishonest, illegal or breach any law;

  • breach of any of MTG’s policies including the Company’s Code of Conduct and Ethics;

  • sexual harassment;

  • inappropriate accounting, internal accounting controls or auditing matters;

  • corrupt activities;

  • theft, fraud or misappropriation of assets;

  • significant mismanagement or waste of funds or resources;

  • abuse of authority; or

  • unsafe work practice or environment.

MTG considers and will take such allegations seriously. It equally expects and assumes that allegations are made in good faith, are truthful and can be substantiated.

Procedure 

When an employee suspects serious wrongdoing and is looking to make an anonymous report, they can do so by going directly to the CEO or the Compliance Manager. If it is felt that reporting to the CEO will cause ill feeling or be conflicted staff have the option to contact::

  • MTG’s disputes resolution provider,

  • Compliance partner

  • The FMA

All information will be kept confidential.

Conflict of Interest

Policy 

Conflict of interest arises whenever the personal, professional or business interests of an employee are potentially at odds with the best interests of Maurice Trapp Group Companies.

All employees are required to act in good faith towards Maurice Trapp Group. Employees need to be aware of the potential for a conflict of interest to arise and should always act in the best interests of Maurice Trapp Group.

As individuals, employees may have private interests that from time to time conflict, or appear to conflict, with their employment with Maurice Trapp Group. Employees should aim to avoid being put in a situation where there may be a conflict between the interests of Maurice Trapp Group and their own personal or professional interests, or those of relatives or friends. Where such a conflict occurs (or is perceived to occur), the interests of Maurice Trapp Group will be balanced against the interests of the staff member and, unless exceptional circumstances exist, resolved in favour of Maurice Trapp Group.

It is impossible to define all potential areas of conflict of interest. If an employee is in doubt if a conflict exists, they should raise the matter with their manager.


Secondary Employment Policy

Secondary employment is any additional work an employee undertakes, or is planning to undertake, for another employer or work they may undertake as a self-employed person or as the partner of a self-employed person. Employees and contractors must advice Maurice Trapp Group of their secondary employment.

Maurice Trapp Group will permit employees to undertake additional work providing Management is satisfied that this does not conflict with the following:

  • The interests of the Organisation;

  • The performance of the employee’s normal duties;

Permission to undertake secondary employment will not be refused without good reason. However, if it is deemed that the secondary employment is against the interests of Maurice Trapp Group, then agreement is likely to be refused.

Procedure 

Employees must:

  • declare any potential, actual or perceived conflicts of interest that exist on becoming employed by Maurice Trapp Group to management

  • declare any potential, actual or perceived conflicts of interest that arise or are likely to arise during employment by Maurice Trapp Group to management

  • avoid being placed in a situation where there is potential, actual or perceived conflict of interest if at all possible

If an employee declares such an interest, Maurice Trapp Group management will review the potential areas of conflict with the employee and mutually agree on practical arrangements to resolve the situation.

Employees must disclose any other employment that might cause a conflict of interest with Maurice Trapp Group to their manager. Where there are external involvements that do not represent a conflict of interest, these must not affect performance or attendance whilst working at Maurice Trapp Group. If such involvement does affect performance or attendance it will be considered a conflict of interest.

Employees must not set up or engage in private business or undertake other employment in direct or indirect competition with Maurice Trapp Group using knowledge and/or materials gained during the course of employment with Maurice Trapp Group.

Engaging in other business interests during work hours will result in strong performance improvement action.

Failure to declare a potential, actual or perceived conflict of interest or to take remedial action agreed with Maurice Trapp Group, in a timely manner, may result in performance improvement proceedings including dismissal.

Intellectual Property & Security

All intellectual property developed by employees during their employment with Maurice Trapp Group, including discoveries or inventions made in the performance of their duties related in any way to the business of Maurice Trapp Group, will remain the property of Maurice Trapp Group.

Employees may be given access to confidential information, data, business property, keys to premises or any other business related property/information in the performance of their duties. This must be protected and used only in the interests of Maurice Trapp Group.

Employees must not:

  • disclose or use any part of any confidential information outside of the performance of their duties and in the interests of Maurice Trapp Group; or

  • authorise or be involved in the improper use or disclosure of confidential information; during or after their employment without the Employer’s written consent, other than as required by law.

‘Confidential information’ includes any information in any form relating to Maurice Trapp Group and related bodies, clients or businesses, which is not in the public domain.

Employees must act in good faith towards Maurice Trapp Group and must prevent (or if impractical, report) the unauthorised disclosure of any confidential information. Failure to comply with this policy may result in performance improvement proceedings including dismissal, and Maurice Trapp Group may also pursue monetary damages or other remedies.

Good Faith

Good faith includes the following three elements:

  • Parties must not act in a misleading or deceptive way.

  • Parties must be responsive and communicative.

  • Before making a decision, which may result in employees losing their job, the employer must give the affected employees sufficient information to be able to understand the proposal and then give them a proper opportunity to comment.

Good faith is also wider than this. It is more than just following the letter of the law. It involves treating others fairly using common sense. Broadly, good faith requires employers, employees and unions to:

  • act honestly, openly, and without hidden motives,

  • raise issues in a fair and timely way,

  • work constructively and positively together,

  • give each other relevant information ahead of when it is needed and as soon as possible, all information given should be carefully considered,

  • be fully honest with each other,

  • raise concerns or issues as soon as possible and respond to these quickly;

  • keep an open mind, listen to each other and be prepared to change opinion about a particular situation or behaviour, and

  • treat each other with respect.

These changes do not affect an employer’s obligations under the Official Information Act 1982 or the Privacy Act 2020.

Responsible Disposal of E-Waste Policy

It is important that e-waste is not put in with the standard rubbish.

MTG suggests that all staff and Advisers use TechCollect to remove their electronic items – https://techcollect.nz.

Note: There are many other e-waste collectors and you are free to use them. We have suggested TechCollect as they have a nationwide collection service through Office Max.

What Tech Collect take

We accept and recycle the following items:

Personal and laptop computers and all cables
Tablets, notebooks and palmtops
Computer monitors and parts (e.g. internal hard drives and CD drives)
Computer peripherals and accessories (e.g. mice, keyboards, web cameras, USBs and modems)
Printers, faxes, scanners and multi-functional devices
Cameras and video cameras

Locations
Locations for TechCollect are here.

Gift Policy

This policy applies to all staff, contractors, authorised bodies and financial advisers

MTG’s gift policy provides guidance to our team members about what is and isn’t appropriate to accept as a present, offering or token of appreciation from a client, vendor or supplier. It is important that we are seen by our clients to be ethical in the way we conduct our business and that we are avoiding the potential for a conflict of interest, no matter how well-meaning or intentioned a gift or offer of hospitality may be.

Policy 

MTG must be seen to act with integrity by our clients, this is paramount and adherence to this policy is an essential part in confirming this requirement. We do not accept or solicit gifts, rewards or benefits from our clients, vendors or suppliers which might place us under an obligation to a third party.

We keep a register for all gifts received with a value of $200.00 or more.

We do not accept gift that may cause a conflict of interest, real or perceived.

Procedure 

When MTG team members are presented with a gift they must notify their direct manager or the Compliance office. The following must be taken into consideration:

  • The possibility of reputational risk

  • Who is providing the gift or benefit and what is their relationship to you?

  • The reasons for the gift being offered

  • Are they seeking to influence a decision or action?

  • Are they seeking a favour in return for the gift or benefit?

  • Would accepting the gift diminish trust?

  • The value of the gift and the benefit to the team member

  • Will the gift cause a conflict of interest?

In the interest of transparency and accountability, and to demonstrate how this policy has been applied, offers of gifts, discounts or hospitality must also be formally recorded in the Gifts Register and the Compliance Office advised.

Any inappropriate gift or incentives are addressed with the person and the gift returned.

Breastfeeding Policy

Policy Brief & Purpose

Our workplace breastfeeding policy refers to our provisions for breastfeeding employees or contracted Advisers. We recognize that breastfeeding has many benefits for new mothers and their children. Our company wants to support our employees and Advisers whenever they need it. For clarity, we will refer to contracted Advisers and employees as employees hereafter.

Why do we have a workplace breastfeeding policy?

Our breastfeeding policy is part of our program for supporting mothers in completing their parental duties and bonding with their babies.

Scope

This policy applies to all new mothers in our company regardless of rank, status and position. The provision is meant to apply to employees of The Mortgage Lab working from their home premises.

Policy elements

New mothers can pump/express milk or breastfeed their babies during work time. They can take reasonable unpaid breaks whenever there’s need. A general provision for these breaks is 15 minutes. But, employees are allowed to take as much additional time as they need.

We recommend planning a lactation room at your place of work. This room should be:

  • Separate from bathrooms and meeting rooms

  • Shielded from view by the public and coworkers

  • Equipped with comfortable chairs, electric plugs, a table and a sink

  • Cleaned and sanitized regularly

The room may also house a fridge where employees can store their milk.

Unless the law provisions differ, lactation breaks are generally unpaid. If employees would like to receive their usual compensation, they can choose to extend their working time (daily or weekly) to cover time spent in the lactation room. To do this, they have to receive approval from their supervisor and HR.

We should note that employees will be compensated as usual if they are summoned for an emergency or occupied with urgent job-related issues during their lactation breaks. However, we encourage employees to use these breaks as expected.

General rules

  • Employees can use this policy’s provisions for one year after their child’s birth.

  • Breastfeeding employees should not be disturbed with work issues when using the lactation room. They are not expected to be available on any messaging platform the company uses (Slack etc).

  • If employees use their paid breaks to pump/express milk, they will be compensated as usual. Employees can use their lunch breaks for this purpose too.

  • Employees should inform their supervisors when they want to use the lactation room to avoid confusion.

  • Supervisors aren’t allowed to prohibit employees from using break time for breastfeeding and pumping/expressing milk. Doing so could result in disciplinary action.

  • Employees should not take break time when it’s not needed or be consistently late to return. Doing so might violate our attendance policy.

  • Supervisors and the HR department are obliged to communicate this policy to employees.

  • At a time when infants are very young and breastfeeding is frequent, it’d be best for new mothers to use their maternity leave.

  • All employees should support new mothers. We will not tolerate comments, disturbance or victimization of our employees.

Procedure

Employees who have complaints about the process, the room or their coworkers’ behavior can use our grievance procedure to let us know. All legitimate complaints will be investigated and resolved.

Rupert Gough
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