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Whala Pro Policy Guide
Last updated: 14/07/2023
The following policy guide must be read thoroughly prior to signing the Whala Pro Service Agreement form at the bottom of this page. This is a requirement of all Whala Pro's to commence onboarding.
If you have any questions or concerns regarding this policy guide, please contact pros@whala.com.
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Health and Safety
All Whala Pros must commit to upholding and adhering to all Australian Workplace Health and Safety standards. Your commitment to safety and the safety of Whala users must remain a priority at all times.
Responsibilities:
All Whala Pros are responsible for the implementation and maintenance of Work Health & Safety (WHS. All Whala Pros are expected to comply with this policy and to take reasonable care for their own health and safety, and for the health and safety of others.
Hazard Identification and Risk Assessment:
Whala Pros are required to identify hazards and assess risks associated with their work activities. They must take reasonable steps to eliminate or control the risks, and report any hazards or incidents to their supervisor or Whala’s management team.
Safe Work Practices:
Whala Pros are expected to follow safe work practices, and to use appropriate personal protective equipment and safety devices where required. They must also comply with any work health and safety instructions or procedures that are provided to them.
Incident Reporting:
Whala Pros must report any work-related incidents, injuries or illnesses to Whala’s management team as soon as possible. They must also cooperate with any investigation or inquiry that is conducted into the incident, and take reasonable steps to prevent further incidents.
Emergency Procedures:
Whala Pros must be familiar with emergency procedures, including evacuation procedures, and procedures for reporting emergencies. They must also take reasonable steps to prevent or minimise the impact of any emergency situation.
Compliance:
Whala Pros must comply with all applicable work health and safety legislation and regulations, as well as Australian WHS policies. Failure to comply with this policy may result in disciplinary action, up to and including termination of their contract.
Whala is committed to maintaining its reputation for safety, and to ensuring the safety of our customers and the public. We will regularly review and update this Policy, and we encourage feedback and suggestions from Whala Pros to ensure continuous improvement in our WHS performance.
Minimum Vehicle Requirements
All Whala Pros are required to have work vehicles and equipment that meet the following standards:
Roadworthy:
All work vehicles must be roadworthy. They must be regularly maintained and kept in good working order to ensure they are safe to operate on the road. Whala Pros must keep up-to-date records of maintenance and servicing for their vehicles.
Presentable:
Whala Pros are expected to maintain a professional appearance when conducting work on behalf of Whala. This includes ensuring that their work vehicle is clean and presentable at all times.
Unbranded or Approved Whala Branding:
Work vehicles used by Whala Pros should be unbranded or carry approved Whala branding. Any branding should be in line with the Whala brand guidelines and approved by Whala prior to use.
Equipped:
All equipment used by Whala Pros must be in good working condition and meet relevant safety standards. Whala Pros are responsible for ensuring that their equipment is regularly maintained and safe to use.
Safety:
Whala Pros must follow all relevant health and safety laws and regulations when operating their work vehicles and equipment. They are responsible for ensuring that their vehicles and equipment are safe to use and do not pose a risk to themselves or others.
By adhering to these standards, Whala Pros can ensure that they present a professional image to clients and provide a safe and reliable service.
Minimum Service Requirements
Whala is committed to connecting its users with professional tradespeople that provide a high quality service. To achieve this, we expect all Whala Pros to adhere to our Minimum Service Standard Requirements.
These requirements outline the minimum expectations for Whala Pros in terms of professionalism, qualifications, safety, communication, quality of work, cleanliness, honesty and integrity, and customer service. They will help you to operate your business effectively while working under the Whala brand.
Whala are here to assist you in meeting and adhering to these requirements, and you are encouraged to reach out to Whala in the event that you have questions or require assistance. If at any point you fail to meet these requirements, your licensing agreement will be terminated and you will no longer be able to work under the Whala brand.
Professionalism:
Whala Pros must present themselves in a professional and respectful manner at all times. This includes being punctual, dressed appropriately, and maintaining a clean and tidy work area. Whala Pros must also behave in a manner that is courteous and professional towards users and other Whala Pros.
Qualifications and Licensing:
Whala Pros must hold valid qualifications and licensing for the services they offer, and provide evidence of their credentials upon request. Whala reserves the right to verify Whala Pro credentials at any time, and carry out routine credential-checks of all Whala Pro’s.
Safety:
Whala Pros must prioritise safety at all times, and take necessary precautions to ensure the safety of themselves and others on the job site. Whala Pros must comply with all applicable safety regulations and standards.
Communication:
Whala Pros must communicate clearly and effectively with users, providing information about the job, estimated completion times, and any potential issues that may arise. Whala Pros must also be responsive to user enquiries and concerns, and keep users informed about any changes to the job.
Quality of Work:
Whala Pros must provide high-quality workmanship that meets industry standards and regulations. Where applicable, Whala Pros must also use quality materials that are appropriate for the job.
Cleanliness:
Whala Pros must ensure that every site is left clean and tidy. This includes at the end of every day, and after completing the project. Whala Pros must dispose of any waste or debris in an appropriate manner.
Honesty and Integrity:
Whala Pros must act with honesty and integrity, including providing accurate quotes and pricing, disclosing any issues or concerns, and not engaging in unethical or illegal behaviour. Whala Pros must also respect the privacy of users, and maintain complete confidentiality.
Customer Service:
Whala Pros must provide excellent customer service. This includes addressing user concerns and complaints in a timely and professional manner. Whala Pros must also be respectful of users, and their property and belongings.
For any questions or concerns regarding the Whala minimum service standards, please reach out to pros@whala.com
Brand & Signage Policy
All Whala Pros are required to display Whala-approved signage when performing services under the Whala brand. The signage must be clearly visible and legible, ensuring that customers can easily identify and recognize the Whala brand.
This can be in the form of a t-shirt, a hat or any other form approved by Whala.
Whala Pros are not permitted to use their own branding or signage in place of or in addition to Whala-approved signage.
Whala Pros are required to adhere to the Whala brand guidelines when using the Whala logo or branding materials in any form of advertising or promotional materials.
The Whala logo may not be altered in any way, including its colour, size, or layout.
Whala Pros are not permitted to use the Whala logo in a manner that implies endorsement or affiliation with Whala, except as explicitly authorised in writing by Whala.
Whala reserves the right to revoke permission to use the Whala logo or branding materials at any time, for any reason, and without prior notice.