VIP Confidentiality & Service Charter

1. Scope and purpose

The charter applies to VIP enquiries, executive households, family offices and private homes where discretion, security awareness or tailored service standards form an important part of the role. It covers WorkWave’s matching and placement support. It does not replace applicable law, government requirements, a signed placement agreement or independent legal advice.

2. Confidential intake

WorkWave begins with a private consultation through a designated contact. We seek only the information reasonably required to understand the position, assess suitability and support the lawful placement process.

• Household identities, addresses, schedules and security arrangements are discussed only when relevant.
• Information is limited to team members and service providers who require it for an authorised placement step.
• Sensitive matters should be confirmed through an agreed communication channel.

3. Controlled candidate sharing

Candidate information is shared for genuine assessment and placement purposes. WorkWave also expects employers to treat candidate records respectfully and confidentially. Household information shared with a candidate is limited to what that person reasonably needs to evaluate and prepare for the role.

4. Role-specific screening and matching

Shortlisting considers the actual demands of the appointment, not only general domestic experience. Depending on the role, the matching brief may include:

• discretion, professional boundaries and communication style;
• relevant private-household, childcare, elderly-care or travel experience;
• schedule, residence arrangements, languages and practical skills;
• identity and document checks required for a lawful placement; and
• the candidate’s understanding of household rules and reporting lines.

Screening supports informed selection but cannot eliminate every risk or guarantee future conduct.

5. Household information and privacy

Information such as family names, home addresses, children’s details, health or care needs, staffing arrangements, travel plans and security procedures is handled on a need-to-know basis. It should not be used for unrelated marketing or informal circulation. Retention and disclosure remain subject to operational, contractual and legal requirements.

6. Conduct and service expectations

Before placement, WorkWave can help the household document expectations that are relevant to the role. These may include:

• no unauthorised photography, recording or social-media sharing;
• clear rules for visitors, deliveries, devices and household security;
• respect for personal space, family boundaries and confidential conversations;
• approved communication and emergency-reporting procedures; and
• a written household orientation covering routines, care and safety.

7. Confidentiality undertakings and written terms

Where enhanced confidentiality is required, WorkWave can record the agreed service expectations in the engagement documentation and support the use of a separate confidentiality undertaking. The parties should obtain independent legal advice when bespoke restrictions, enforcement terms or security obligations are required.

8. Dedicated communication and escalation

A designated WorkWave contact will coordinate the brief, candidate discussions and placement updates wherever practical. Concerns should be raised promptly with sufficient factual detail for WorkWave to assess the issue and identify an appropriate next step.

9. Incident and breach response

If a suspected confidentiality or service incident is reported, WorkWave will aim to acknowledge the concern, record the available facts, assess the immediate placement risk and explain reasonable next steps. Action may include speaking with the relevant parties, preserving records, revisiting household instructions, recommending professional advice or supporting a placement decision under the applicable written terms. Disclosures required by law or a competent authority may still be made.

10. Post-placement support

WorkWave remains available during the settling-in period to clarify expectations, support respectful feedback and address emerging concerns. Eligible placements are also supported by the applicable six-month assurance, subject to the written replacement or refund terms provided before placement.

Shared responsibilities

Limitations and order of precedence

This charter expresses WorkWave’s intended service standard. It is not an unconditional warranty, a guarantee against misconduct or a substitute for professional security, legal, medical or care advice. If this charter conflicts with applicable law or a signed agreement, those requirements take precedence.