Provider Orientation

1. What Happens Next?

1.1 Your Account Is Now Active

Your provider account is live and ready to go. You can now:

• Log in to the URGENT Pro Platform (login details sent separately via email)
• View your profile and service areas
• Receive and accept booking offers
• Track your jobs and earnings

1.2 Your URGENT Pro Manager Will Be In Touch

An URGENT Pro manager has been assigned to you as your main point of contact. They will reach out by phone or email to:

• Introduce themselves
• Answer any questions you have
• Walk you through the Platform if needed
• Discuss your availability and service areas
• Help you get set up for success

Keep an eye on your phone and email. If you have not heard from your manager and have a question, contact hr@urgentpro.com.au at any time.

1.3 We're Building Your Customer Pipeline

Our marketing team is already working to bring you customers. We're:

• Running targeted digital advertising in your service areas
• Building your profile visibility on the Platform
• Matching you with suitable customer enquiries
• Developing marketing strategies specific to your services

1.4 Your First Job May Take 5–7 Days

Please be patient. It typically takes 5–7 business days before you receive your first booking. This is completely normal as we:

• Build awareness in your service area
• Match you with the right customers
• Ensure bookings suit your skills and availability

Once things get rolling, the bookings will flow.

2. Your Platform Access

2.1 Platform Login

Your Platform login credentials have been sent to your registered email address. If you haven't received this email:

1. Check your spam/junk folder
2. Contact us at hr@urgentpro.com.au

2.2 What the Platform Does

The Platform is the system we use to:

• Send you booking offers
• Share customer details and job information
• Track job progress and completion
• Process your payments
• Communicate about jobs
• Hold and time-stamp your arrival, mid-job, and completion photographs

You can access the Platform from your computer and from a smartphone or tablet.

3. How It All Works

3.1 The Booking Process — Step by Step

3.2 Can I Decline Jobs?

Yes, absolutely. You are an independent contractor running your own business. You have the right to accept or decline any job offered to you — no questions asked, no penalties.

However, if you consistently decline jobs without being available, it may affect how often we send you offers.

3.3 The Right to Decline (On-Site)

Once you arrive on site, you also have the Right to Decline all or part of a service where you observe visible damage, brittle fixtures, hazards, or unreasonable risk. This is set out in the Damage Claims Master and is a protective act — not a refusal of service.

If you exercise the Right to Decline:

1. Explain to the Customer in plain language why
2. Offer an alternative where reasonable
3. Note the reason in the job record (with photographs where possible)
4. Notify URGENT Pro at hr@urgentpro.com.au

You will not be penalised for correctly exercising the Right to Decline.

4. Earnings, Commission, and Payments

4.1 How Much Will I Earn?

Your earnings depend on the jobs you complete. The commercial figures are in the Commission Schedule:

4.2 Worked Example — $200 Job

(The Payment Processing Fee math: $0.50 fixed + 1.95% × $200 = $0.50 + $3.90 = $4.40.)

4.3 Other Commercial Figures

4.4 Late Notice Cancellation Rules

If you cancel a confirmed booking late, the following applies:

Give as much notice as possible — every hour matters.

5. Service Warranties

5.1 What This Means for You

Every service you deliver through URGENT Pro carries a Service Warranty to the Customer. The warranty is set out publicly to Customers at the Service Warranty (Master) and the five service-specific schedules. Under Clause 6A.2(d) of the Contractor Agreement, 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.

Re-performance is not a damage claim. If your work fell short and needs to be re-done, that is Service Warranty work — you return and re-perform at no charge. If something was broken or marked, that is a Damage Claim and is handled separately (Section 6 below).

5.2 Warranty Periods by Service

These are the warranty periods you must understand for your Declared Services. Read the schedule for each service you offer.

5.3 Warranty Payment Hold

For services with a Warranty Period, your payment for that job is held until the end of the warranty period to protect the URGENT Pro re-performance promise:

If a Customer raises a warranty claim within the period, you'll be notified to attend for re-performance. Refusal to re-perform may trigger Substitute Provider engagement and/or the Refund-due-to-Provider-Fault Platform Fee (30% of job value).

5.4 What to Read for Your Declared Service

Don't skip the schedule for your declared service — it sets out the inclusions, exclusions, customer obligations, and the photographic evidence you're expected to maintain.

6. Damage Claims

6.1 What This Means for You

Damage Claims is structurally different from Service Warranty. A damage claim is for physical harm to a Customer's property or item caused during your service. The framework is set out publicly at the Damage Claims Policy (Master) and the five service-specific annexes.

Under Clause 6A.2(e) of the Contractor Agreement, you strictly agree to participate in, and where liability is established to pay, damage claims under the framework and the applicable annex.

6.2 How Damage Claims Are Funded

Two layers:

1. Your Public Liability Insurance ($10 million minimum) — the primary source of indemnity. This is why URGENT Pro requires you to hold current $10M PL cover, with Certificate of Currency on file.
2. URGENT Pro Damage Backstop (up to A$2,500 per claim) — a contingent goodwill layer behind your PL, used where:
   • Your PL policy does not respond within 30 days; or
   • Your policy excess is so high it leaves the Customer without a practical remedy; or
   • The Australian Consumer Law requires an outcome your PL alone will not produce.

The URGENT Pro Damage Backstop is NOT insurance — it is operated as goodwill and does not displace the Customer's ACL rights or the Customer's right to pursue you directly.

6.3 The Seven Key Principles

A damage claim is decided against these seven principles:

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.
5. Movement and Access Principle — where a service requires moving or accessing items, you are liable only for unreasonable handling.
6. Photographic Burden Principle — your arrival, mid-job, and completion photographs are critical evidence.
7. ACL Floor Principle — statutory rights under ACL ss 60–62 survive every voiding factor.

6.4 Service-Specific Damage Annexes

Each annex translates the seven principles into operational rules for one service category. Read the annex for your Declared Service:

6.5 Damage Reporting Windows

The 4-hour rule for damage notification is yours — even if the Customer has not yet noticed the damage, you must alert URGENT Pro the same day. Early notification protects you, the Customer, the URGENT Pro Damage Backstop, and your PL insurance position.

6.6 The Photographic Burden

The party that holds better contemporaneous photographs holds the stronger position in any dispute. You must take and retain:

These photographs are held on the URGENT Pro Platform for at least 12 months and are accessible to you, URGENT Pro Trust & Resolution, and (where relevant) insurers handling a claim.

7. Variation Approval Limits

If 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:

Never do additional work and then ask the Customer to pay at the end. Get approval first, through URGENT Pro, at the level required. The Customer-facing version of this framework is at the Pricing & Service Variation Policy.

8. Quick Reference — Key Information

9. Top Tips for Success

9.1 Respond Quickly

Customers love fast responses. When you receive a booking offer, review it promptly and accept or decline within the timeframe shown. The quicker you respond, the more jobs you'll receive.

9.2 Communicate Clearly

Good communication builds trust:

• Confirm arrival times with customers
• Let us know immediately if you're running late (hr@urgentpro.com.au or call 1300 105 453)
• Ask questions if anything is unclear
• Be friendly and professional

9.3 Photograph Everything

Your arrival, mid-job, and completion photographs are your protection in any dispute. Take them every time, even on simple jobs.

9.4 Deliver Quality Work

Your reputation is everything. Do every job as if it's for a 5-star review. Follow the Service Manual standards. Take pride in your work. Go the extra mile when you can.

9.5 Get Customer Sign-Off

Always confirm completion with the customer. Walk through the completed work together. Ask if they're happy or if anything needs attention. Get verbal or written sign-off before leaving.

9.6 Look Professional

First impressions matter. Arrive in clean, appropriate work clothes. Be well-groomed and presentable. Have your tools and equipment ready. Be on time (or notify if running late).

9.7 Apply the Variation Discipline

Always check approval thresholds BEFORE doing additional work. Getting approval first means you get paid. Doing the work first and asking after means you may not.

9.8 Build Your Reputation

Great reviews = more bookings. Every completed job adds to your profile. 5-star reviews boost your visibility. Customers choose providers with great ratings. Consistent quality builds long-term success.

10. Frequently Asked Questions

About Getting Started

Q: How long until I get my first job?
A: Typically 5–7 business days. Be patient — we're working hard to bring you customers.

Q: Can I choose my own hours?
A: Yes. You control your availability. Update your schedule in the Platform so we know when you're available.

Q: Can I work in multiple areas?
A: Yes. Let us know which suburbs or regions you want to cover, and we'll update your service area.

Q: Do I need to wear a uniform?
A: No uniform is required, but you must dress professionally and appropriately for the work (see the Conduct & Professional Standards Code).

About Jobs & Bookings

Q: What if I can't make a booking I've accepted?
A: Contact us immediately at hr@urgentpro.com.au. The sooner you tell us, the better. Late cancellations may incur charges: 7+ days no penalty; 72h–7d minor fee; <48h Late-Notice Rejection (Commission becomes payable).

Q: What if the job is bigger than quoted?
A: This is a Variation. Stop and check the approval threshold: Up to $50 — URGENT Pro can approve without further customer contact; $50–$200 — Customer phone/SMS/email approval first; Over $200 — Written Customer approval first. Never do extra work and try to bill it after — you won't get paid for unapproved variations.

Q: What if a customer asks me to do extra work on site?
A: Tell them you need to check with URGENT Pro first. Call or message us, and we'll handle the variation approval and pricing.

Q: Can I bring a helper?
A: Yes, but you must notify us first. Your helper must meet our requirements (insurance, background check if required). You're responsible for paying them and for their work quality.

Q: A customer's item was broken during my service — what do I do?
A: Three things, in order: (1) Tell the Customer immediately, before you leave the site if possible. (2) Photograph the damage in context. (3) Notify URGENT Pro within 4 hours of leaving the site at hr@urgentpro.com.au. The claim is processed under the Damage Claims Policy and the applicable annex. Your $10M PL insurance is the primary cover.

Q: A customer says my work fell short — they want me to come back?
A: This is a Warranty matter (not a Damage matter). You must respond within 24 hours and complete re-performance at no charge within the warranty period for that service (see Section 5.2). Refusal triggers Substitute Provider engagement and the Refund-due-to-Provider-Fault Platform Fee.

About Payments

Q: When do I get paid?
A: Payments are processed weekly and deposited every Wednesday for jobs completed in the previous week — subject to the warranty-period hold below.

Q: What if there's a warranty period?
A: Payment is held until the warranty period ends. For example: Bond clean — 14-day warranty → paid Week 3 if no issues; Carpet clean — 7-day warranty → paid the following week; Handyman Tier 3 (TV mount) — 30-day warranty → paid after 30 days. See Section 5.3 for the full table.

Q: What if a customer complains?
A: We'll notify you and investigate. You may need to return to fix the issue (rectification). If it's your fault, you won't receive additional payment for rectification work.

Q: How do I update my bank details?
A: Email hr@urgentpro.com.au with your new bank details. Allow 2–3 business days for updates.

About Your Business

Q: Am I an employee of URGENT Pro?
A: No. You are an independent contractor running your own business. You're not entitled to employee benefits like leave, superannuation from us, or workers' compensation through us. You manage your own tax, super, and insurance.

Q: Do I need insurance?
A: Yes. You must maintain Public Liability Insurance of at least $10 million. Professional Indemnity Insurance of $2 million is recommended where applicable. Goods in Transit insurance is required for Removalists and Rubbish Removal. Workers' Compensation is mandatory if you engage employees.

Q: What about tax and GST?
A: You're responsible for your own tax affairs. GST registration is mandatory for URGENT Pro providers. Lodge your own BAS returns and pay your own tax. We recommend using an accountant.

Q: Can I work for other companies too?
A: Yes. There's no exclusivity. You can work for other agencies, platforms, or directly with your own clients — but you cannot solicit URGENT Pro customers to book directly with you outside the Platform.

About Standards & Conduct

Q: What if a customer is rude to me?
A: Stay calm and professional. Complete the job if safe to do so, then report the issue to hr@urgentpro.com.au. We take provider welfare seriously.

Q: What if I feel unsafe at a job?
A: Your safety comes first. If you feel unsafe, leave the premises and contact us immediately at 1300 105 453. You will not be penalised for leaving an unsafe situation.

Q: What could get me deactivated?
A: Serious issues like dishonesty, harassment, poor work quality, missing jobs without notice, letting your insurance lapse, falsifying photographic evidence, or repeated breach of any Framework Document. See the Provider Conduct & Professional Standards Code for full details.

Q: I'm not sure which Customer-Facing Documents I'm bound by — how do I find out?
A: All of them. Under Clause 6A.2 of the Contractor Agreement, by signing the Agreement you're bound to every Customer-Facing Document URGENT Pro publishes. The full list is in Schedule E of the Agreement, and every one of them is publicly available at urgentpro.com.au.

11. Documents You Should Know

The full Framework Document architecture is set out in Clause 6A of the Contractor Agreement. Here are the documents most relevant to your day-to-day operation:

11.1 Provider Documents (yours to know inside out)

11.2 Customer-Facing Documents (you are bound by all of them)

12. Your Checklist — Getting Ready

Use this checklist to make sure you're ready to go:

• ✅ Received this Welcome Pack
• ✅ Received Platform login email
• 🔑 Logged in to the Platform successfully
• 📞 Heard from your URGENT Pro manager
• 📅 Updated availability in the system
• 📍 Confirmed service areas
• 🧰 Tools and equipment ready
• 👔 Professional work clothes ready
• 🚗 Vehicle clean and presentable (if applicable)
• 📄 Read the Conduct & Professional Standards Code
• 📄 Read the Service Manual(s) for your Declared Services
• 📄 Read the Service Warranty schedule(s) for your Declared Services
• 📄 Read the Damage Annex(es) for your Declared Services
• 📄 Acknowledged the Schedule E Acknowledgment Matrix of the Contractor Agreement
• 💪 Ready to deliver 5-star service!