Provider Conduct & Professional Standards Code

1. Core Values, Principles, and the Framework Commitment

1.1 Our Core Values

URGENT Pro and our Provider network are built on the following core values:

1.2 Guiding Principles

As a Provider on the URGENT Pro Platform, you are expected to:

1. Act professionally — Represent yourself and your business in a manner that builds trust and confidence.
2. Deliver quality — Provide services with due care and skill, meeting the standards set out in the applicable Service Manual.
3. Communicate clearly — Keep Customers and URGENT Pro informed, respond promptly, and be transparent.
4. Respect others — Treat Customers, URGENT Pro staff, and other Providers with courtesy and respect.
5. Be reliable — Honour your commitments, arrive on time, and complete work as agreed.
6. Prioritise safety — Ensure your work does not put yourself, Customers, or others at risk.
7. Comply with the law — Follow all applicable laws, regulations, and licensing requirements.
8. Protect privacy — Handle Customer information with care and confidentiality.

1.3 The Framework Commitment

This Code does not stand alone. Under Clause 6A of the Contractor Agreement — Provider Framework Commitment, your signature binds you to a complete set of Framework Documents, of which this Code is one. The Framework Documents fall into three groups:

Customer-Facing Documents — every consumer-facing policy URGENT Pro publishes to Customers:

Provider-Facing Documents and Company Manuals — the policies, manuals, and conduct standards that govern how you operate on the Platform: the Contractor Agreement (master), this Code, the relevant Service Manual(s) for each Declared Service, and the Commission and Pricing Schedules.

The "No Defence of Non-Reading" rule — you cannot, in any complaint, dispute, claim, or proceeding, raise as a defence that you did not read or did not understand any Framework Document. Every Customer-Facing Document is publicly available at the URLs above; every Provider-Facing Document is in your onboarding pack.

Acknowledgment. At onboarding, you tick the boxes in the Schedule E Acknowledgment Matrix of the Contractor Agreement, individually acknowledging each Framework Document. You cannot accept your first Booking until every applicable document is acknowledged.

2. Professional Conduct Standards

2.1 General Conduct

You must conduct yourself professionally at all times when providing services through URGENT Pro. This includes:

• Treating Customers with respect and courtesy
• Communicating clearly and professionally
• Arriving on time or notifying of any delays
• Presenting in a neat, clean, and professional manner
• Performing work to a high standard
• Following the service standards set out in the applicable Service Manual

2.2 Prohibited Conduct

The following conduct is strictly prohibited and may result in immediate deactivation:

2.2.1 Violence, Threats, and Intimidation

• Physical violence, assault, or threatening behaviour of any kind
• Verbal abuse, intimidation, or aggressive conduct
• Threatening or retaliatory behaviour toward Customers, URGENT Pro staff, or other Providers

2.2.2 Harassment and Discrimination

• Sexual harassment or unwelcome sexual conduct
• Harassment based on any personal characteristic
• Discrimination based on race, colour, sex, sexual orientation, gender identity, age, physical or mental disability, marital status, family or carer's responsibilities, pregnancy, religion, political opinion, national extraction, or social origin
• Offensive, derogatory, or discriminatory comments or behaviour

2.2.3 Criminal and Fraudulent Conduct

• Theft, fraud, or dishonesty
• Criminal conduct in connection with services
• Misrepresentation of work completed, time spent, or materials used
• Falsifying documents, records, or information (including arrival, mid-job, or completion photographs)
• Unauthorised use of Customer property or belongings

2.2.4 Substance Abuse

• Being under the influence of drugs or alcohol while providing services
• Possessing, using, or distributing illegal substances at a Customer's premises

2.2.5 Inappropriate Behaviour

• Using explicit, offensive, or inappropriate language
• Making inappropriate comments about a Customer's appearance, belongings, or personal life
• Taking photographs or recordings at a Customer's premises beyond the documentation required by the Contractor Agreement and the Service Warranty / Damage Claims frameworks
• Bringing unauthorised persons (including children or pets) to a Customer's premises
• Smoking on a Customer's premises unless explicitly permitted

2.3 Conduct Breaches

The following conduct constitutes a breach of this Code and the Contractor Agreement, and may result in warnings, suspension, or deactivation:

3. Customer Interaction Standards

3.1 Customer Communication

When communicating with Customers, you must:

• Be polite, courteous, and professional at all times
• Listen to Customer requests and concerns
• Explain your work clearly and answer questions honestly
• Avoid arguing or becoming defensive if a Customer raises concerns
• Remain calm and professional even if a Customer is difficult
• Not use offensive, explicit, or inappropriate language
• Not discuss personal, political, or controversial topics unless initiated by the Customer

3.2 Arriving at a Booking

When arriving at a Customer's premises, you must:

• Arrive on time, or notify the Customer and URGENT Pro of any delays as soon as possible
• Introduce yourself and confirm the booking details
• Present yourself in a clean, neat, and professional manner
• Conduct the arrival walk-through and arrival photographs in accordance with the applicable Service Manual and the relevant Service Warranty — the arrival inspection is the contemporaneous record of pre-existing conditions and protects both you and the Customer in any damage dispute (Damage Claims Master, Photographic Burden Principle)
• Ask for any specific instructions or access information
• Respect the Customer's property and belongings

3.3 During a Booking

While performing services, you must:

• Focus on the work at hand
• Keep noise and disruption to a minimum
• Not use the Customer's facilities (bathroom, kitchen, etc.) without permission
• Not consume the Customer's food or beverages
• Not access areas of the premises not required for the service
• Not invite or allow other persons onto the premises without the Customer's consent
• Not use the Customer's phone, computer, or personal devices
• Treat the Customer's property with care and respect
• Take mid-job photographs of any concern observed (a hidden pre-existing damage uncovered when moving furniture, an unexpected hazard, a pre-existing defect that becomes relevant) — these protect you under the Pre-Existing Condition and Movement-and-Access Principles
• Exercise the Right to Decline where you observe visible damage, brittle fixtures, hazards, or unreasonable risk — protective declining is not refusal of service, it is the correct application of professional judgment

3.4 Completing a Booking

When completing a service, you must:

• Walk through the completed work with the Customer (where practical)
• Ask if the Customer is satisfied or if anything needs attention
• Address any minor issues immediately where possible
• Leave the work area clean and tidy
• Remove all rubbish, packaging, and materials you brought
• Take completion photographs as required by the applicable Service Manual and Service Warranty — completion photos establish the standard of work delivered and start the running of the applicable Warranty Period
• Thank the Customer for their business

3.5 Customer Privacy

You must respect Customer privacy at all times:

• Do not discuss Customer information with others
• Do not take photographs or recordings beyond the documentation required by the applicable Service Manual
• Do not share Customer details on social media or with third parties
• Do not access, read, or copy Customer documents, mail, or personal items
• Comply with the Privacy Act 1988 (Cth) and the Australian Privacy Principles, as further detailed in the Privacy & Data Handling Policy

3.6 Customer Boundaries

You must respect Customer boundaries:

• Do not make personal or romantic advances toward Customers
• Do not request personal contact information for non-service purposes
• Do not contact Customers outside of the URGENT Pro Platform for business purposes without URGENT Pro's consent
• Do not solicit Customers to book directly with you outside of URGENT Pro (this is a material breach of the Contractor Agreement)

4. Quality, Workmanship, and Framework Compliance Standards

4.1 Due Care and Skill (ACL s 60)

Under the Australian Consumer Law section 60, services must be provided with due care and skill. This means:

• Using an acceptable level of skill for the type of work
• Taking reasonable care to avoid causing loss or damage
• Completing work to a standard that a reasonable person would expect
• Using appropriate methods, techniques, and materials

This guarantee is set out in plain English in the Consumer Guarantee Summary — read it.

4.2 Service Standards

You must deliver services that meet the quality standards set out in:

• This Code
• The Independent Contractor Agency Agreement
• The applicable Service Manual for your Declared Services
• The applicable Service Warranty (Cleaning, Removalists, Rubbish Removal, Lawn Mowing, or Handyman)
• The applicable Damage Claims Annex

4.3 Fitness for Purpose (ACL s 61)

If a Customer makes known a specific purpose for the service (for example, "I need a bond clean because my lease is ending"), you must ensure your work is fit for that purpose. This is the ACL s 61 consumer guarantee.

4.4 Completing Work Within a Reasonable Time (ACL s 62)

You must complete services within the time agreed, or within a reasonable time if no specific time was agreed. If you cannot complete work on time, you must notify the Customer and URGENT Pro immediately.

4.5 Tools and Equipment

You are responsible for providing your own tools, equipment, and materials in good working order. You must:

• Use appropriate tools and equipment for the task
• Maintain your equipment in safe and functional condition
• Not use the Customer's tools or equipment without permission
• Ensure any chemicals or products used are appropriate and safe

4.6 Rectification Obligations

If your work does not meet the required standard, you may be required to return and rectify the work at no additional cost to the Customer. You must:

• Respond to rectification requests within 24 hours
• Complete rectification work within the timeframe specified by URGENT Pro
• Approach rectification professionally and without complaint
• Not charge the Customer for rectification work

4.7 Consumer Guarantee Compliance

As the supplier of services to Customers, you are bound by the Consumer Guarantees under the Australian Consumer Law. These guarantees cannot be excluded or limited. If services fail to meet a Consumer Guarantee, the Customer may be entitled to a remedy from you, including:

• Major Failure: Customer chooses a full refund OR re-performance
• Minor Failure: You may choose to re-perform OR provide a partial refund

The full Customer-facing explanation of these rights is at the Consumer Guarantee Summary — your obligations operate as the supplier-side reflection.

4.8 Service Warranty Compliance

The URGENT Pro Service Warranty is set out in the Service Warranty (Master) and the five service-specific schedules. Each Provider must understand the warranty governing their Declared Services:

Under the Contractor Agreement Clause 6A.2(d) — Strict Compliance — Service Warranties, you strictly agree to honour every Service Warranty, including the obligation to perform Rectification at no additional cost to the Customer within the Warranty Period.

4.9 Damage Claim Compliance

The URGENT Pro Damage Claims framework is set out in the Damage Claims Policy (Master) and the five service-specific annexes. Every Provider must understand the framework — your $10 million Public Liability Insurance is the primary source of indemnity for Customer damage claims, and the URGENT Pro Damage Backstop (up to A$2,500 per claim) is a goodwill contingent layer behind that primary cover.

The Seven Key Principles determine whether a damage claim is covered, conditionally covered, or excluded:

1. Functional and Undamaged Threshold — only items functional and undamaged immediately before the service can be "damaged".
2. Customer Disclosure Obligation — non-disclosure of brittle, valuable, hazardous or pre-damaged items reduces or extinguishes a claim.
3. Pre-Existing Condition Principle — items already weathered, aged, brittle or end-of-life are excluded when they fail under ordinary handling.
4. Right to Decline — you have an absolute right to decline or modify part of a service where you observe visible damage, brittle fixtures, hazards or unreasonable risk.
5. Movement and Access Principle — where a service requires moving or accessing items, you are liable only for unreasonable handling; hidden weaknesses and loose components are excluded.
6. Photographic Burden Principle — your five-minute arrival inspection photographs are critical evidence, as are mid-job and completion photographs.
7. ACL Floor Principle — statutory rights under ACL ss 60–62 survive every voiding factor in this framework.

The five service-specific annexes translate these principles into operational rules for your Declared Service:

Reporting timeframes by service category:

Under the Contractor Agreement Clause 6A.2(e) — Strict Compliance — Damage Claims, you strictly agree to participate in, and where liability is established to pay, damage claims under the Damage Claims framework.

4.10 Variation Discipline

Where the actual scope of work differs from what was booked, the variation must be approved at the level set by the Contractor Agreement clause 7.6:

Charging a Customer for any unapproved variation is a material breach of this Code. Never do additional work and then ask the Customer to pay for it at the end — get approval first, through URGENT Pro, in accordance with the limits above. The full variation framework is also published Customer-side at the Pricing & Service Variation Policy.

5. Work Health and Safety

5.1 Your WHS Obligations

You must comply with all applicable Work Health and Safety (WHS) laws, including the Work Health and Safety Act 2020 (WA) and equivalent legislation in other states and territories. You agree to:

• Perform services in a safe manner that does not put yourself, Customers, or any other person at risk
• Use appropriate personal protective equipment (PPE) when required
• Conduct risk assessments for hazardous tasks
• Report any workplace incidents, injuries, or near-misses to URGENT Pro (see 5.4)
• Follow any safety guidelines provided by URGENT Pro or the Customer
• Not perform services if you believe doing so would create an unacceptable safety risk
• Maintain any required safety certifications (such as a "White Card" for construction-related work)
• Ensure any equipment you use is safe and well-maintained
• Properly store, use, and dispose of any chemicals or hazardous substances in accordance with applicable laws
• Cooperate with any WHS investigations
• Take arrival, mid-job, and completion photographs of the work area — these are required by the applicable Service Manual and protect you under the Service Warranty and Damage Claims frameworks

5.2 Hazard Identification

Before commencing work, you should identify any hazards at the work site. Common hazards include:

If you identify a hazard that cannot be safely managed, do not proceed with the work. Notify the Customer and URGENT Pro immediately. This is the Right to Decline — exercising it correctly is professional, not a failure of service.

5.3 Personal Protective Equipment (PPE)

You must wear appropriate PPE for the task, which may include:

• Safety glasses or goggles
• Gloves (chemical-resistant, cut-resistant, or general purpose)
• Face masks or respirators
• Hearing protection
• Non-slip footwear
• High-visibility clothing
• Hard hats (for construction work)

You are responsible for providing your own PPE.

5.4 Incident Reporting

You must report any work-related incident, injury, illness, or near-miss to URGENT Pro within 24 hours. This includes:

• Injuries to yourself, Customers, or others
• Property damage
• Dangerous occurrences or near-misses
• Exposure to hazardous substances

For damage caused during the service (a separate category from incident reporting), the rule is stricter — the Customer must be told before you leave the site where possible, and URGENT Pro must be told within 4 hours of you leaving the site. Early notification of damage protects everyone: you, the Customer, the URGENT Pro Damage Backstop, and your PL insurance position.

For notifiable incidents (death, serious injury, or dangerous incidents), you must also report to the relevant WHS regulator as required by law.

5.5 Working at Heights

If your work involves working at heights (for example, cleaning high windows, gutter cleaning, or accessing roofs), you must:

• Use appropriate equipment (ladders, scaffolding, harnesses)
• Ensure equipment is in good condition and rated for the task
• Not work at heights in adverse weather conditions
• Have appropriate fall protection measures in place
• Hold any required licences (for example, for scaffolding work)

5.6 Chemicals and Hazardous Substances

If your work involves chemicals or hazardous substances, you must:

• Use only appropriate, correctly labelled products
• Follow Safety Data Sheet (SDS) instructions
• Store, transport, and dispose of chemicals correctly
• Use appropriate PPE when handling chemicals
• Not mix chemicals unless safe to do so
• Ensure adequate ventilation
• Notify Customers of any chemicals used if requested

6. Anti-Discrimination and Equal Opportunity

6.1 Commitment to Equality

URGENT Pro is committed to providing services free from discrimination. All Providers must treat Customers, URGENT Pro staff, and other Providers with fairness and respect, regardless of their personal characteristics.

6.2 Prohibited Discrimination

You must not discriminate against any person on the basis of:

• Race, colour, or ethnic origin
• Sex, gender identity, or intersex status
• Sexual orientation
• Age
• Physical or mental disability
• Marital or relationship status
• Family or carer's responsibilities
• Pregnancy or potential pregnancy
• Religion or religious belief
• Political opinion
• National extraction or social origin
• Any other characteristic protected by law

6.3 Examples of Discrimination

Discrimination may be direct (treating someone less favourably because of a protected characteristic) or indirect (imposing requirements that disadvantage people with a protected characteristic). Examples include:

• Refusing to provide services to a Customer because of their race, religion, or sexuality
• Making offensive comments or jokes about a Customer's background
• Providing a lower standard of service because of a Customer's age or disability
• Asking inappropriate questions about a Customer's personal life

6.4 Harassment

Harassment is any unwelcome conduct that offends, humiliates, or intimidates a person. You must not engage in any form of harassment, including:

• Sexual harassment (unwelcome sexual advances, requests for sexual favours, or other conduct of a sexual nature)
• Verbal harassment (offensive comments, slurs, or jokes)
• Physical harassment (unwanted physical contact, gestures, or intimidation)
• Visual harassment (displaying offensive images or materials)
• Cyber harassment (sending offensive messages or content)

6.5 Consequences

Discrimination and harassment are serious breaches of this Code and may result in immediate deactivation from the URGENT Pro Platform. They may also be unlawful and expose you to legal liability.

6.6 Applicable Laws

This section is informed by, and you must comply with, the following laws:

• Equal Opportunity Act 1984 (WA)
• Sex Discrimination Act 1984 (Cth)
• Racial Discrimination Act 1975 (Cth)
• Disability Discrimination Act 1992 (Cth)
• Age Discrimination Act 2004 (Cth)
• Fair Work Act 2009 (Cth) (adverse action provisions)

7. Privacy and Confidentiality

7.1 Privacy Obligations

You must comply with the Privacy Act 1988 (Cth) and the Australian Privacy Principles when handling personal information obtained through URGENT Pro. The full privacy framework is set out in the Privacy & Data Handling Policy — read it.

7.2 Customer Information

You may only collect, use, and disclose Customer information for the purpose of providing services. You must:

• Only collect information necessary to perform the service
• Not use Customer information for marketing or solicitation
• Not share Customer information with third parties
• Not contact Customers outside the URGENT Pro Platform for business purposes without URGENT Pro's consent
• Keep Customer information secure and confidential
• Delete or destroy Customer information when no longer needed

7.3 Confidential Information

You must keep confidential all information obtained through URGENT Pro, including:

• Customer names, addresses, and contact details
• Customer booking history and preferences
• URGENT Pro pricing, fees, and business information
• Information about other Providers
• Any information marked as confidential

7.4 External Regulatory Contact

For privacy-related complaints that cannot be resolved internally, the Office of the Australian Information Commissioner (OAIC) is the federal regulator:

• Website: https://www.oaic.gov.au
• Phone: 1300 363 992

7.5 Social Media

You must not:

• Post photographs or information about Customers or their premises on social media without their consent
• Make negative or disparaging comments about Customers on social media
• Disclose confidential information about URGENT Pro on social media
• Use social media to solicit URGENT Pro Customers

7.6 Duration of Confidentiality

Your confidentiality obligations continue after your agreement with URGENT Pro ends.

8. Legal Compliance

8.1 General Compliance

You must comply with all applicable laws, regulations, codes, and standards in connection with providing services, including but not limited to:

8.2 Licences and Qualifications

You must:

• Hold all licences, permits, registrations, and qualifications required by law to perform the services you offer
• Maintain such licences throughout your engagement with URGENT Pro
• Notify URGENT Pro immediately if any licence is suspended, cancelled, or subject to conditions
• Provide copies of relevant licences to URGENT Pro upon request
• Only accept bookings for services you are lawfully authorised to perform

8.3 Service-Specific Licensing Requirements

The Stop-Work Rule applies: where on inspection at the Property the Provider determines the job exceeds the state value threshold OR requires specialist licensed-trade work the Provider does not hold the licence for, the Provider must stop work, document the basis, advise the Customer, and where practicable assist the Customer in arranging a referral to a correctly licensed trade.

8.4 Insurance

You must maintain the following insurance at your own expense:

You must provide Certificates of Currency to URGENT Pro upon request and notify URGENT Pro immediately if your insurance is cancelled or reduced. Insurance lapses are grounds for immediate Deactivation.

8.5 Unlawful Requests

You must not perform any service that is unlawful or that requires a licence you do not hold. If a Customer requests such work, you must decline and notify URGENT Pro.

9. Communication and Responsiveness

9.1 Communication with URGENT Pro

You must:

• Maintain accurate contact details in your URGENT Pro account
• Respond to messages and notifications from URGENT Pro within 24 hours via hr@urgentpro.com.au or the Provider channels
• Check the URGENT Pro Platform regularly for updates and messages
• Notify URGENT Pro immediately of any issues affecting your ability to provide services

9.2 Communication with Customers

You must:

• Respond to Customer enquiries and messages promptly
• Keep Customers informed of any changes to timing or scope
• Notify Customers (and URGENT Pro) immediately if you will be late or cannot attend
• Communicate professionally, clearly, and courteously

9.3 Booking Management

You must:

• Only accept bookings you are confident you can complete
• Honour all confirmed bookings
• Provide as much notice as possible if you need to cancel or reschedule (Late Notice Cancellation rules: 7+ days no penalty; 72h–7d minor fee; <48h full Late-Notice Rejection)
• Not accept more bookings than you can reasonably manage

9.4 Response Timeframes

10. Appearance and Presentation

10.1 Professional Appearance

When attending bookings, you must present in a manner that is clean, neat, and professional. This includes:

• Clean, tidy clothing appropriate for the work
• Closed-toe, non-slip footwear suitable for the task
• Good personal hygiene
• Hair tied back or secured (if long)
• Minimal jewellery that could cause safety issues

10.2 Clothing Standards

10.3 Identification

You must be able to identify yourself to Customers. This may include:

• Verbal confirmation of your name and the service booked
• Showing identification if requested by the Customer
• Wearing URGENT Pro-branded clothing (if provided)

10.4 Vehicle Presentation

If you attend bookings with a vehicle, it should:

• Be registered and roadworthy
• Be clean and presentable
• Not display offensive material
• Be parked considerately and legally

11. Complaints, Disputes, and Resolution

11.1 Handling Customer Complaints

Customer complaints are handled by URGENT Pro in accordance with the Refunds, Cancellations & Complaints Policy and the applicable Service Manual.

You must:

• Cooperate with URGENT Pro in investigating and resolving complaints
• Respond to complaint notifications within 24 hours
• Provide information and evidence as requested (including arrival, mid-job, and completion photographs)
• Not contact Customers directly to dispute or argue about complaints
• Complete rectification work within the timeframe specified by URGENT Pro

11.2 Rectification Process

If a Customer complaint is upheld, you may be required to:

• Return to the Customer's premises to fix or complete the work
• Complete the rectification at no additional cost to the Customer
• Attend within the timeframe agreed with the Customer and URGENT Pro

If you refuse to perform rectification, or if rectification is unsatisfactory, URGENT Pro may:

• Arrange an alternative Provider (Substitute Provider) under the Service Warranty
• Issue a refund to the Customer under the Refunds policy
• Deduct the relevant amounts from your earnings (Refund-due-to-Provider-Fault Platform Fee — 30% of job value)
• Take other action under the Contractor Agreement

11.3 Disputes with URGENT Pro

If you have a dispute with URGENT Pro, you should:

• Contact URGENT Pro in writing to explain your concern (hr@urgentpro.com.au)
• Provide any supporting information or evidence
• Allow URGENT Pro a reasonable time to investigate and respond (typically 14 days)
• If not satisfied, request escalation to a senior manager

11.4 External Remedies

If you believe you have been treated unfairly and cannot resolve the matter with URGENT Pro, you may:

• Seek external advice or representation
• Access remedies under the Independent Contractors Act 2006 (Cth) (if applicable)
• Seek access to the Fair Work Commission (if eligible under the Fair Work Act 2009)
• Pursue other legal remedies available to you

External authority contact details (for Provider reference):

11.5 The Integrated Complaint Architecture

A Customer complaint may simultaneously trigger more than one framework:

You must understand which framework applies and respond accordingly. Conflating Service Warranty (re-perform) with Damage Claims (compensate) is the most common Provider error — they are structurally different and are funded differently (re-performance from your time; damage from your PL insurance).

12. Serious Misconduct

12.1 Definition

Serious Misconduct includes:

12.2 Consequences of Serious Misconduct

In cases of Serious Misconduct, URGENT Pro may immediately deactivate you from the Platform without prior warning.

12.3 Fair Process

Except in cases of Serious Misconduct:

• URGENT Pro will provide you with written notice specifying the concerns or issues
• You will be given a reasonable opportunity to respond (at least 7 days)
• URGENT Pro will consider your response before making a final decision
• If URGENT Pro proceeds with deactivation, it will provide written reasons

12.4 Appealing a Deactivation

If you believe a deactivation is unfair, you may:

• Request an internal review by contacting URGENT Pro in writing (hr@urgentpro.com.au)
• Seek external remedies, including through the Fair Work Commission (if eligible)
• Access remedies under the Independent Contractors Act 2006 (Cth)

13. Acknowledgment

13.1 Your Acknowledgment

By operating as a Service Provider through URGENT Pro, you acknowledge that:

1. You have read and understood this Provider Conduct & Professional Standards Code.
2. You agree to comply with all standards, obligations, and requirements set out in this Code.
3. You understand that breaches of this Code may result in warnings, suspension, or deactivation from the URGENT Pro Platform.
4. You understand that Serious Misconduct may result in immediate deactivation without prior warning.
5. You understand that this Code operates in conjunction with the Independent Contractor Agency Agreement and the applicable Service Manuals.
6. You understand that you are bound by every Framework Document under the Contractor Agreement Clause 6A — including every Customer-Facing Document and every Provider-Facing Document and Company Manual — and that you cannot raise as a defence that you did not read or did not understand any Framework Document.
7. You will keep yourself informed of any updates to this Code and to every Framework Document, and will comply with all updated versions.

13.2 Confirmation

This Code is incorporated into and forms part of the Independent Contractor Agency Agreement. By signing the Agreement, you confirm your acceptance of and agreement to this Code. Your individual acknowledgment of this Code is recorded in the Schedule E Acknowledgment Matrix of the Agreement.

14. Updates to This Code

14.1 Changes

URGENT Pro may update this Code from time to time. We will notify you of material changes by:

• Posting the updated Code on the URGENT Pro Platform
• Sending you a notification via email or through the Platform

Under Clause 6A.6 of the Contractor Agreement, you are bound by the updated version from the date URGENT Pro publishes it, subject to the 14-day decline right in clause 25.3.

14.2 Your Obligations

If you do not agree to any changes, you may terminate your agreement with URGENT Pro by giving written notice within 14 days of receiving notification of the changes. If you continue to provide services through URGENT Pro after the updated Code takes effect, you will be deemed to have accepted the updated Code.