GENERAL OFFICE INFORMATION

N.B!! EAAB Code Of Conduct – All Agent’s will adhere to the Code of Conduct
of the Estate Agencies Affairs Board.

Office Hours. Office hours are generally Monday-Friday 8h00-17h00 and Saturday
9h00 – 12h00. Changes in office hours may be made from time to time, or as
needed at a specific location. We are closed on recognized public holidays.

Support Staff. We recognize well trained support staff increases an agent’s

production and income. We provide efficient, quality support. Support personnel are
an integral part of our business and their help is invaluable. We ask that agents
always treat them as you would expect to be treated yourself. In the event you do
have a problem with a member of the support staff, relate it to the Manager or
Principle, not the individual staff member.

Business / Sales Meetings. Business meetings are usually held on Wednesdays

from 8h15. Meetings are designed to provide important information to help agents
grow their business and help them stay up to date with new information, acts, etc.

Office Keys. Louise, Marlin and Cynette have office keys. Should you acquire to
make use of the office after hours, please arrange with one of them beforehand.

Office Attire and Office Appearance. Please assist in maintaining a professional

atmosphere in this office. We request that when agents and staff are in the office you
dress in a manner conducive to meeting the public and presenting a professional
image.

Kitchen. Kitchen facilities are provided for the general use of all agents and staff
members. To keep the area neat, please place cups, dishes, and utensils in the sink
after use. The refrigerator is also for general use and agents are responsible for any
food or beverages placed in the refrigerator.

Bathroom. Please keep the toilets clean and neat. If you used the last toilet paper
please replace it with a new role provided by the office.

Closing the Office. If you are the last to leave, please check to be sure lights are
turned out, coffee pots turned off, copy machine and workroom computers turned off,
and all common area lights (including conference rooms) turned off, all doors locked
and alarm activated if applicable. If you are alone in the office after hours, keep
doors locked for your safety.
Equipment. Agents are welcome to use any of the common area computers,
copiers and other equipment at any time. Copy machines are available for the
general use of all agents. Agents are issued a code for use of the copy machine.
Individual photocopies are treated as a personal expense and are billed monthly.

Office Supplies. Agents are responsible for all supplies for personal use. Agents
must have prior permission to charge office supplies to the office.

Non Smoking Offices. Smoking and vaping is only permitted outside but not
around the front entrance. Smokers are asked to properly dispose of smoking
materials.

Parking. All agents and admin staff must park at the back of the office. The parking
in front of the office is for clients.

Leave. Before going on leave, all 50% Split agents should complete a Leave
Application. Also inform admin staff of your leave.

OFFICE EXPENSES/FEES

Monthly Statements. Office bills showing all amounts owing by agents will be
provided on or around the 25th of each month and are due and payable upon
receipt. If payment is not received on or before the 7th, a late payment charge, as
provided in broker’s Independent Contractor Agreement, will be added. If you
default for two consecutive calendar months, you will automatically go back to a
50/50 split, dated retrospectively from date of first default. Should you wish to
become a Full Associate again you will have to give two months notice.

Annual Dues. Annual dues are payable once a year. This will be added to your
office bill.

Fidelity Fund Certificate Renewal. FFC Certificates are renewable every year.
Agents are billed directly by the Estate Agency Affairs Board and agents are
responsible for payment. Agents cannot perform licensed activity if the license has
not been renewed.

THE BUSINESS OF LISTING AND SELLING

Intern Agents. Intern estate agents are obliged, pursuant to the provisions of
regulation 2(4)(a) of the Standard of Training of Estate Agents Regulations, 2008, to
disclose the fact that they are intern estate agents on all printed material relating to
their activities as estate agents. They are required, therefore, specifically to disclose
the fact that they are intern estate agents on, for instance, all business cards,
letterheads, pamphlets, brochures and any form of advertising, save only for
advertisements appearing in the ‘smalls’ section of the press.

Intern estate agents may not, whether directly or indirectly, hold themselves out or
advertise that they have complied with the prescribed educational requirements or
that they are full status estate agents.

Intern estate agents may also not complete or draft any documentation relating to
any transaction negotiated by them, in their capacity as intern estate agents,
otherwise than in the presence of a principal estate agent or of a full status estate
agent who has continuously held a valid fidelity fund certificate for a period of at least
three years. That principal or full status estate agent must, in addition, certify on the
documentation in question that such documentation was completed in his/her
presence.

Advertising. Agent’s advertising costs are the responsibility and expense of the
agent. In the interest of the RE/MAX image, all materials and statements, which are
meant for public consumption, should conform to RE/MAX quality standards as
outlined in the RE/MAX Trademark and Graphic Standards manual.

Leads. All leads generated by an agent’s marketing, including for sale board calls,
Internet and other advertising go to that agent. If a walk-in client asks for a specific
agent then that lead goes to that specific agent. Random walk-in or phone-in leads
go to the agent on duty.

Handling of Leads. It’s important to respond to leads promptly because potential

clients often send e-mail requests to multiple agents. The agent who responds most
quickly usually captures the prospect. Only brokers committed to following up on
Internet leads should be in rotation to receive them. If contact is not made timely
then RE/MAX reserves the right to re-assign the lead to another agent.

Referrals. Internal referrals (referrals referred inside RE/MAX EXCLUSIVE) should

be established in advance and in writing. Feedback should be given to the referring
agent within 24 hours of receiving the referral. Twenty Percent (20%) of the total
commission goes to the referring agent. The receiving agent has to attend to the
referral within 12 hours of receiving the referral
Outgoing Referrals (referrals referred to another RE/MAX office) To send an
outgoing referral for a SELLER, complete and send a RE/MAX Referral Form
through RAPID REFERRAL CENTRE using the following e-mail address:
[email protected]
To send a referral for a BUYER you first need to phone the receiving office and
establish who you should refer them to. Complete the RE/MAX Referral Form and e-
mail directly to the receiving agent. When a referral comes into the office not to a
specific agent, the referral is distributed to the agent on duty.

All referral fees should be paid. Make sure to note any referral commission(s) on the
Transaction Cover Sheet provided, for commission disbursement purposes.
Information should include the amount and percentage of the referral commission,
the name and address of the participating agent and agency.

Any referrals other than from a RE/MAX agent is calculated on the SELLING agent’s
commission and NOT the total commission.

Office Duty. RE/MAX Exclusive utilizes a rotating office duty schedule so that each
person who so desires has the opportunity for office duty time for periods of a day.
Morning shift duty is from 8h00 to 12h30 and Day shift duty is from 12h30 to 17h00.
You will also be required to do office duty on Saturdays from time to time. Saturday
office duty is from 9h00 to 12h00 If you agree that you want to be on office duty,
every effort should be made to meet the scheduled time. Agents must be in the office
to take their scheduled office duty. If Agents are not going to be able to make their
assigned office duty it is their responsibility to find another agent to cover it. Please
inform the front desk of the alternate’s name.

Deals. RE/MAX maintains electronic transaction files using Fusion Deals. All
transactions and contract documents are required to be uploaded to Fusion Deals.
These include but are not limited to; Sale Agreement, FICA documents, Electrical
Compliance Certificates etc.
After signing a Sale Agreement, the original Sale Agreement should be given to
Marlin immediately. FICA is compulsory for every transaction and it is the agent’s
responsibility to make sure they have all the FICA documents on file. No
commission will be paid out if there are any FICA documents outstanding.

Listings. Open Mandates - Agents are responsible for preparing an accurate and
factual listing agreement in writing. All open mandates must be signed by the seller.
Stand size, rates & taxes and levies are compulsory and should be captured on
Fusion and Property Control. There should always be a copy of you listing on file at
the OFFICE.
Sole Mandates – Must be in writing and signed by the owner and or representative of
the owner. Keep a sole mandate file with the following: FICA, Sole Mandate
agreement, Lightstone, Feedback sheet, Defects List.

To avoid penalties, listings must be captured on the systems by the end of the next
business day following the date the listing was taken. Please be sure to fill in all
blanks and provide phone numbers, directions, instructions for photos and any
special instructions. If admin inputs the listing data into the systems, the AGENT is
still responsible for proofreading the listing information for completeness and
accuracy.

Withdrawn Listings – If a listings was withdrawn the listing stays the previous agent’s
listing. You are not allowed to take the listing for yourself.

Expired Listings – If a listing has expired for longer than 6 weeks you are allowed to
list it again. You need to go to visit the property and take new photos. You can’t just
copy the listing.

Keys to Listings. Any keys for properties are the responsibility of the Listing
Agent. If an Agent needs to check out the key to anyone, leave it in an envelope at
the front desk with his or her name on it. The person collecting the keys must sign for
it and provide a contact number.
Never put the address of the property or the owners name on the key tag. In the
event a key is lost, it is the Agent’s responsibility to immediately notify the owner and
if necessary, re-key the property at the Agent’s expense. Keys are a personal
expense of the Associate.

Purchase and Sale Agreements. When a contract is completed and signed by all
parties, the Sale Agreement must be given to Marlin. Do not wait for the loan to be
approved etc. before you hand it in. You have to capture the deal on FUSION
DEALS immediately. The Agent must complete and attach a “Transaction Cover
Sheet” and e-mail it to Marlin [email protected]. If there is earnest money, it
is the Agent’s responsibility to assure timely deposit of the funds and provide a
receipt for the office file. Make sure you keep track of you suspensive condition’s
dates.

If a referral is involved, the “Referral” section of the Transaction Cover Sheet must
be completed and the referral should include a complete Agent name and Office
name.

All office contract files have a closing checklist. It is the obligation of the agent to
see that all appropriate documentation is provided for the office file. If an Agent feels
that a specific item should not be required, it will be up to the Management as to
whether to waive the required document. Commissions are processed only after the
office file is deemed complete by agent’s manager, managing broker or the
designated broker.

If a transaction is terminated or rescinded, it is the Sales Associates responsibility to

submit the notice or signed rescission agreement to the office. If there is a disputed
regarding earnest money, the Agent should consult with the branch manager, or
designated broker on how to proceed.
All Interns must be accompanied by a FULL STATES agent when completing a
Sale Agreement and or any other agreements. Failing to do so will result in a
written warning. NO EXEPTIONS WILL BE MADE.

Commissions. Commissions will only be paid out after a transaction has registered
and all relevant FICA is on file. No advances will be made. The office pays
commission twice a month, following the receipt of the funds. Commission will be
less all deductions pursuant to the Agent’s Independent Contractor Agreement.
Please be patient at the end of the month as volume is large, the Office
Administrator will process the closings as they come in and will try to get your
commission paid to you as soon as possible.
At no time is an Agent permitted to pay a commission directly to another Agent. All
commissions earned must go through the RE/MAX account
The commission rates of our firm are based upon the guidelines provided from our
Head Office. Our commission is 8% of the selling price. You are required to get
permission if you want to cut you commission below 7% VAT incl. If you fail to get
permission from the Broker Owner or Manager RE/MAX will calculate their
percentage on the full 8%.
When soliciting or negotiating a listing agreement, no salesperson, affiliated with this
office shall disparage the business practices of any other real estate firm, nor
suggest that this office, or any other office, will not cooperate with any other real
estate firm. Listing presentations shall focus exclusively upon the level of service
and professionalism provided by this office, the results we have achieved for other
clients, and the value the client can expect to receive for the fees we charge.
Potential clients should be invited, and encouraged, to compare the value of our
services to those of any other real estate firm in our marketing area. Likewise, any
salesperson that is invited by a potential client to compare our services with those of
any other real estate firm should do so by emphasizing the nature and quality of the
services we provide.
ADVERTIZING
Signage and advertisements. All For Sale Boards, show house signs,
advertisements, pamphlets etc must be according to the advertising guidelines
provided by RE/MAX head office.

COMPUTER NETWORK POLICY

This policy applies to use of RE/MAX computer systems and network facilities,
including without limitation, RE/MAX computer hardware, operating systems, data
and application software and other systems which may be accessed such as Local
Area Networks (LANS), the Internet, E-mail, and on-line information services,
collectively referred to as the RE/MAX Computer Facilities (“RCF”).

Each employee or broker with access to the RCF may have access to assist with
their job related performance. Access to the RCF imposes certain responsibilities
and is granted subject to compliance with all RE/MAX policies and any applicable
laws and regulations. Acceptable use of the RCF must be ethical and honest, with
due respect for intellectual property rights, systems security, and personal privacy,
and must be free of intimidation, harassment, or unwanted annoyance.

Proper Use of the RE/MAX Computer Facilities. The following policies apply to
use of the RCF:
 Access to the RCF is provided for bona fide real estate related business
purposes. Personal use of the RCF is completely prohibited. By using the
RCF for personal purposes, users are waiving any claims of privacy.
Personal messages, documents or other information will be treated no
differently from work-related messages, documents or information.
 Users must comply with all RE/MAX security access procedures, including
use of assigned user IDs and properly licensed software. A User ID may not
be shared or used by anyone other than by the person to whom it was
assigned. Users may not retrieve or review any information transmitted or
stored in the RCF when the user has no business purpose for having access
to such communications or information.
 Viewing, accessing, printing, displaying, uploading, downloading, storing,
creating, transmitting or otherwise manipulating information that is offensive,
defamatory, harassing, pornographic, sexually explicit or otherwise
inconsistent with RE/MAX's policies is prohibited. This prohibition includes
but is not limited to sexual, racial, derogatory or other offensive or unlawful
remarks, jokes, slurs and obscenities.
  Use of the RCF in violation of any law or regulation is prohibited. This
includes, but is not limited to transmitting copyrighted material, threatening or
obscene material, or material protected by trade secret. All communications
and information accessible via the network should be assumed to be private
property or proprietary information. All licenses and use restrictions must be
followed.
 Privacy should be observed when using the RCF. Information about
customers, members, vendors, employees and others should be treated and
handled appropriately, including not sharing or "posting" such information
without explicit permission.
 Use for non-RE/MAX sponsored advertisement, solicitation, fund-raising,
political lobbying, gambling, pyramid schemes, chain letters, personal profit,
illegal activities or for personal, political, or religious causes is prohibited.
 Use of the RCF is subject to all other RE/MAX policies.
 Unauthorized attempts to access, harm or destroy (“hack”) the RCF is
prohibited.
 Any e-mail or other communications sent or received via the RCF must be
appropriate for the workplace. Users are expected to act in a responsible and
professional manner. This includes, but is not limited to the following:
o Be polite. Do not communicate abusive messages or derogatory
comments about co-workers, clients or competitors.
o Use appropriate language. Do not swear, use vulgarities or any other
inappropriate language.
o Remember that e-mail is a relatively permanent form of
communication. Do not transmit anything in an e-mail message that
you would not be comfortable writing in a letter or memorandum.
Deletion of an e-mail message does not eliminate backup copies of the
message that are automatically stored electronically.

Regardless of available encryption methods or other security, it should be assumed

that the Internet, LAN and e-mail are not adequately equipped to protect data that is
considered highly sensitive, confidential, or personal. Please see “Maintaining
Security of Confidential Information” for additional information regarding policies on
maintaining the security of sensitive data.

If a user wishes to make hardware changes, install software or make any other
changes to the RCF, the user must get approval from RE/MAX who shall consider
the following in making such a decision: (a) use of appropriate "virus" screening, (b)
proof of proper licensing if necessary for use thereof, and (c) proper encryption and
other security procedures are used to protect the overall integrity of the RCF.
RE/MAX reserves the right to access or monitor (with or without notice) any use of
the RCF to resolve network or communications problems, prevent system misuse,
ensure compliance with software licensing policies for use of third-party use, ensure
compliance with legal and regulatory requests, and enforcing RE/MAX policy.
RE/MAX will never purposely disclose any data stored on the RCF to third parties
unless legally required to do so, or with permission from the owner of the data.

Violating the Policy. Any failure to adhere to the foregoing may result in
disciplinary action, including revocation of access privileges or termination.

MAINTAINING SECURITY OF CONFIDENTIAL INFORMATION

Confidential Information as part of Transactions. The Law of Real Estate

Agency defines “confidential information” as information from or concerning a
principal of a licensee that:
 was acquired by the licensee during the course of an agency relationship with
the principal;
 the principal reasonably expects to be kept confidential;
 the principal has not disclosed or authorized to be disclosed to third parties;
 would, if disclosed, operate to the detriment of the principal; and
 the principal personally would not be obligated to disclose to the other party.

Agents shall at all times maintain the confidentiality of information as defined above.

Protection of Personal Information (POPI). It is the responsibility of each Agent to

maintain the security of all client/customer personal data as prescribed in the POPI
Act.
Agents who work from a home office shall be bound by all the same security rules.

Contract Documents. All listing agreement files, purchase and sale agreement files
and closed transaction files contain confidential information. All Sales Associates
and Staff will at all times maintain the confidentiality of the information contained in
these files.

Access to Files. All listing agreement files, purchase and sale agreement files and
closed transaction files may be accessed ONLY BY: 1) Agents who are party to the
Listing or Transaction; 2) A staff member; or 3) the Broker Owner or designated
broker.
HARRASMENT POLICY

RE/MAX values the workplace and asks employees to respect the rights of their co-
workers and others with whom they come into contact while representing RE/MAX.
It is our intent to provide a work environment free from all verbal, physical and visual
forms of harassment or discrimination, committed by supervisors, employees or co-
workers, male or female whether due to sex, sexual orientation, race, religion,
disability or any other reason.

With regard to sexual harassment, examples or the conduct we prohibit include:

 Vulgar or sexual comments, jokes, stories and innuendoes.

 Graphic or suggestive comments about other peoples’ body or manner of
dress.
 Gossip or questions about other people’s sexual conduct or orientation.
 Vulgarity, leering, inappropriate touching and obscene or suggestive
gestures.
 Display in the work place of sexually suggestive photographs, cartoons or
graffiti.
 Subtle or unsubtle pressure for sexual activity, including unwelcome
sexual advances.
 Solicitation or coercion of sexual activity, dates or the like by the implied or
express promise of rewards, preferential treatment, or express threat of
punishment.
 Unwelcome physical contact or inappropriate touching.
 Intimidating, hostile, derogatory, contemptuous, or otherwise offensive
remarks that are directed at a person because of that persons gender,
whether or not the remarks themselves are sexual in nature, where the
remarks cause discomfort or humiliation and interfere with the
performance of the persons duties.
 Retaliation against an employee or associate for refusing sexual or social
overtures, for complaining about sexual harassment, or for cooperating
with the investigation of a complaint.
 False allegations of harassment will result in disciplinary actions.

Harassment, particularly sexual harassment, can be difficult to define;

misconceptions are common. Harassment is defined by what is offensive to the
normal person and is considered to be harassment if it causes a hostile work
environment. For this reason, we strongly urge you to use our harassment reporting
policy without worrying about whether the conduct to be harassment, report it. This
policy is intended to assist RE/MAX in addressing not only illegal harassment, but
also any conduct that is offensive and inappropriate.

Reporting Harassment or Discrimination

If at any time you believe you are being subjected to harassment or discrimination, or
if you become aware of such conduct being directed at someone else, you should
promptly notify the branch broker. All reported incidents would be investigated under
the following guidelines:

 You may speak to the Broker Owners or Manager to make the complaint
unless directed to someone else in RE/MAX. In addition, the compliant
must be documented in writing.
 All complaints will be received in a professional, non-judgmental manner
without comment on the validity of the complaint.
 Response by the person the complaint is against will be made in writing.
 Possible witnesses will be interviewed and they may respond, in writing,
stating the facts, as they report them.
 All complaints will be kept confidential to the fullest extent possible and will
be disclosed only as necessary to allow us to investigate and respond to
the complaint. Parties to the complaint will be required to keep the
complaint confidential and not talk to anyone except the about the
complaint. If the parties to the complaint fail to regard our request for
confidentiality, disciplinary action may result, up to and including
termination. Any special concerns about the confidentiality will be
addressed at the time they are reported.
 The complaint will be investigated and reviewed. Disciplinary action, if
any, will be issued in writing to the parties to the complaint.
 Anyone who is found to have violated the Harassment Policy is subject to
corrective action which may include any of the following: warning,
suspension, transfer, recommended counselling or discharge. If the
harassment is repeated, progressive disciplinary action will result. Any
proven incident of assault, including assault of a sexual nature, may result
in a report to authorities to be investigated. Any proven instance of assault
will result in immediate discharge. Corrective action in other cases will
depend on the gravity of the offense and may include immediate discharge
in appropriate circumstances.
 Retaliation against parties to a complaint will not be tolerated and must be
reported in writing. Complaints or retaliation will be investigated.
Corrective action which may include any of the following: warning,
suspension, transfer, recommended counselling or discharge will be taken
against anyone who has retaliated against an employee or broker who
complains about harassment.

Incidents of harassment, discrimination or other inappropriate behaviour should be

reported as soon as possible. Please join us in our efforts to make this office a safe
place to work for all brokers and employees.

SOCIAL MEDIA POLICY

RE/MAX believes in the importance of open exchange and learning. Interactive or

social media is a new and rapidly growing business medium for collaboration,
discussion and networking. We support the responsible use of this technology and
offer the following guidelines for those who participate or comment on social media
sites.

The term social media can mean different things to different people. Generally
speaking, it is an umbrella term used to describe the second generation of web-
based tools (Web 2.0) that rely heavily on interactivity and user-generated content.
This includes tools such as web logs (blogs), wikis, discussion threads, online
forums, and social networking sites such as Facebook, Twitter and LinkedIn, among
many others. The principles and guidelines contained in this policy should be
applied to all online activities.

While participating in social media, it is important that you understand and follow all
existing policies which apply that are not specific to social media. In addition:
 Brokers must respect proprietary and confidential information. Such
information cannot be disclosed.
 Brokers should not comment on rumours, either to deny or affirm them.
 If you have questions whether it is appropriate to share certain information,
please discuss this with your branch broker or designated broker.

Transparency. RE/MAX respects the free speech rights of its brokers and
employees, and has no interest in forcing brokers or employees to conform to
specific, company-approved beliefs, views or positions. But it is important to
remember that you may be seen by others as representing official RE/MAX views
when you participate in social media.

If you comment or blog about any aspect of the RE/MAX’s business or any aspect of
your position and job duties at the company, you must clearly identify yourself as a
broker or employee of the company in your postings, and include a disclaimer that
the views you present are your own and not those of RE/MAX. Only those
individuals officially designated by the company have the authorization to speak on
behalf of the company to these audiences.

Copyright, Fair Use Laws. Do not post copyrighted material owned by others,
including RE/MAX’s own copyrights and brands. It is not enough to credit the author
of copyrighted content; permission should be obtained for use of the material. If you
are reproducing commentary or blogs internally, you’ll need to provide a copy of that
permission. It is good blogging practice to link to other’s work, data or information
whenever possible.

Appropriate Use. While some companies forbid any access to social media sites
during work hours and using work computers, RE/MAX believes these sites and
tools can be a valuable means of sharing information, collaborating on work
problems, and increasing broker engagement and satisfaction. However, RE/MAX
also expects that brokers will use sound judgment and common sense when
accessing or participating in social media. There is a difference between taking a
few minutes during the day to update a personal profile on a social networking site,
and using work time to maintain a personal blog related to a hobby or outside
interest while allowing work performance to suffer.

Violating the Policy. This policy applies to all brokers. Brokers who violate the
Corporate Social Media Policy may be subject to corrective measures up to and
including termination.

MISCELLANEOUS

Independent Contractor Agreement. Brokers with RE/MAX are independent

contractors. Therefore, it is important for brokers to read and understand the terms
and conditions of the Independent Contractor Agreement (ICA).

Insurance Coverage. RE/MAX provides Errors & Omissions (E & O) insurance, the
cost of which is included as a transaction charge against commissions earned. Said
fee is identified in the ICA agreement. It is broker’s obligation to secure automobile
liability and general liability insurance with the limits outlined in broker’s ICA and
provide copy of same to designated broker.

Upon Leaving the Office. In the event the broker’s association with the office
terminates, the Independent Contractor Agreement will control the commission splits
on any pending transactions.

The circumstances surrounding termination will dictate the disposition of listings.

Listings are the property of RE/MAX.
Not a Contract. This policy, as with all RE/MAX policies, should in no way be
construed as a contract of employment. Policies and procedures are set forth as a
guideline and for information purposes only, and will not interfere with an
Independent Contractor Agreement or employee’s “at will” status.

Policy Changes. Should it become necessary to vary from any portion of these
Policies, the Associate shall contact the Broker for clarification and ruling. The
decision of the Broker in every case is final and is not subject to further negotiation.
Each Associate shall take it upon his or her self to become thoroughly familiar with
The Company’s Policies & Procedures. Should questions arise concerning what
should or should not be done, immediately contact management.
The Company has the authority and reserves the right to change and/or modify any
office policy for any reason as the need arises.
Acknowledgment
I have completely read and understand the provisions of the Policy & Procedures
Manual.

SIGNED AT___________________ON__________________20___

__________________
AGENT NAME

___________________ _______________________
AGENT SIGNATURE WITNESS