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City of York Council's code of conduct

York Connect to Support is our electronic community, bringing providers, communities and customers together. We recognise that at the heart of a strong community with a vibrant economy there needs to be a virtual market place for customers and providers to interact.

Code of Conduct for Providers of Goods and Services in the York Council's Connect to Support Electronic Market Place:

All providers wishing to hold a store in York Council's Connect to Support will need to sign up to and uphold the Code of Conduct, this forms part of the registration processes. The provider should not under any circumstances consider, or promote, this to be an endorsement by the local authority of

  1. the service provider,
  2. or, the services/products advertised

Under no circumstances should the provider refer to, use, or rely upon this code of conduct in advertising selling and promoting services/products etc.

Under no circumstance will York Council or Shop4Support be liable or responsible for loss or damage of any kind other than liability which cannot be excluded or limited under applicable law.

  1. Providers will ensure that material displayed within their store on the site is accurate and reliable.
  2. Providers will ensure all services/products are legal and fit for purpose.
  3. Providers will ensure that they comply with all relevant requirements imposed by Civil and Criminal legislation relating to the sale and supply of goods and services.
  4. Providers will ensure they treat customers fairly at all times.
  5. Providers will ensure that customers are not treated in a discriminatory way. Customers must be treated equally and in a polite and courteous manner, regardless of age, disability, HIV status, marital status, race, religion, sex, sexuality, sexual orientation, national origin or ethnicity.
  6. Providers will make their initial response to enquiries in the E-Market Place within one working day.
  7. Providers will ensure all staff are appropriately qualified to relevant professional standards.
  8. Providers will ensure safe working practices so as to avoid placing staff, volunteers, customers or any other person at risk of injury.
  9. Providers will follow any relevant safe working procedures published by manufacturers of equipment, the Health and Safety Executive or as part of industry standard guidelines.
  10. Providers will complete their own checks to ensure staff and volunteers are appropriate to deliver services. Where staff or volunteers are in direct contact with vulnerable adults, checks will be made with the Disclosure and Barring Service (DBS), and appropriate action taken, to ensure the safety of customers.
  11. Services under the Health and Social Care Act 2012 are regulated by the Care Quality Commission (CQC) and will be subject to adherence to regulatory framework.
  12. Commercial providers will have public liability indemnity insurance of no less than £10 million, and voluntary groups will have public liability indemnity insurance of no less than £5million.
  13. Providers will recognise that some customers will be vulnerable due to their age, mental and/or physical condition or will need expertise and support to determine what goods or services are suitable for their needs. Such customers may take longer to reach appropriate decisions, require more information and guidance and providers will ensure that they are given sufficient time for this.
  14. Providers will ensure that customers have a complete and clear indication of price, or how the price will be calculated before purchase; and providers will ensure that no undue pressure is placed on the customer to reach a decision to purchase.
  15. Providers will abide by the values and ethical principles that underpin Self- Directed Support (as shown on the Shop4Support site "Ethical Values").
  16. Providers will ensure they operate within the Shop4Support "Terms and Conditions".
  17. Providers may also wish to indicate compliance with other schemes, kite marks, registered industry standards etc including (but not limited to):
    • Under Contract to York Council
    • Buy with Confidence
    • CQC Registered
    • Dementia Friendly

York Council and Shop4Support retain the right to suspend and/or remove providers from the Electronic Market Place.

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Page Reference: York code of conduct

However if you have further concerns about internet safety and would like further independent advice, please select the CEOP button below.

Child Exploitation and Online Protection Centre Internet Safety
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If you need help using shop4support call the shop4support Helpdesk on
0333 600 6330 or email info@shop4support.com

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