Policies & legal
Client Care Standards
The service, conduct, privacy and safety standards clients can expect.
1. Service standards
SSC cleaners are expected to be punctual within the communicated arrival window, present professionally, follow the confirmed scope and checklist, use reasonable care, communicate respectfully and leave the property secure in accordance with agreed access instructions.
2. Respect, privacy and confidentiality
We respect clients, households, neighbours and property. Information observed in a home is confidential and is only discussed where necessary for service, safety, quality, legal or insurance purposes. Before-and-after photographs may be taken for internal quality assurance. Public marketing use requires written client permission.
3. Access and security
Access arrangements are discussed and agreed with the client before the service. Keys, codes and instructions must be accurate and current. SSC will take reasonable steps to protect access information and will not label stored keys with a full address. The client should notify SSC promptly if access instructions change.
4. Pets and occupants
Clients must secure any pet that may interfere with cleaning, escape, become distressed or create a safety risk. Clients should tell SSC about pets, occupants, visitors, alarms, cameras and access limitations that may affect the work. Cleaners may pause or leave where a person or animal creates an unsafe or unreasonable working environment.
5. Safe working conditions
Clients must provide reasonable access to running water, electricity and the agreed areas and disclose known hazards, pests, needles, bodily fluids, aggressive behaviour, unsafe structures, mould or contamination. SSC may refuse or stop work that requires specialist remediation, unsafe heights, prohibited chemicals or equipment, or exposes a person to unreasonable risk.
6. Equipment and products
SSC generally supplies the equipment and products required for the confirmed service. A client requesting a particular product or providing equipment must disclose instructions, allergies, sensitivities or known risks. SSC may decline to use a product or item that appears unsafe, unsuitable or defective.
7. Scope and quality assurance
The service is assessed against the written quote, inclusions, exclusions, property condition and reasonable cleaning outcomes. Cleaners may record notes, photographs, supplies used and issues found. Areas blocked by clutter, fragile items or lack of access may be excluded and noted. Additional work requires approval and may affect timing or price.
8. Communication and conduct
Clients and staff must communicate respectfully and must not engage in harassment, discrimination, threats, intimidation or inappropriate conduct. SSC may end a service or client relationship where conduct is unsafe or seriously unreasonable, subject to any legal obligations and payment adjustments for work not performed.
Contact Structured Space Cleaning
Email: structured.sc@outlook.com
Phone: 0410 960 652
ABN: 99 803 077 847
These website policies are general business documents and are not a substitute for legal advice tailored to SSC’s specific circumstances. They should be reviewed by an Australian solicitor as the business, services, workforce and payment systems develop.