Accurate from the start
Profiles, job descriptions, qualifications, prices and availability should be current and honestly represented.
Quality standard
Clear expectations make for better jobs.
This standard sets out the conduct Serproz expects from customers and providers before, during and after a job. It supports informed choices; it is not a workmanship guarantee.
Clear while work progresses
Keep scope, timing, access, changes and important decisions in the job record so both sides share the same facts.
Fair when something changes
Raise concerns promptly, preserve evidence and use the support or dispute route that fits the issue.
What Serproz expects from providers
Use one accurate business identity and claim only a business you are authorised to manage.
Describe services, experience, licences, insurance, photos and availability honestly, and correct information that is no longer current.
Quote for the stated scope, explain exclusions and assumptions, and obtain written agreement before charging for a change.
Carry out only work you are legally permitted and competent to undertake, using the required supervision, consents and certificates.
Communicate delays, access needs, safety concerns and completion status promptly and respectfully.
What Serproz expects from customers
Describe the job, site conditions, access, timing and desired result as accurately as you can.
Review the provider's stated status and check that the proposed scope, evidence and registration fit your job.
Do not ask a provider to avoid legal, safety, consent, licence or certification requirements.
Respond to reasonable questions, provide agreed access and approve or reject proposed scope changes in writing.
Pay the amount agreed for accepted work and leave a review that reflects the genuine job experience.
The job record should match the real agreement
Before work starts, both sides should be able to identify what is included, what is excluded and what happens if the scope changes.
Scope: The result, tasks, materials and exclusions are understandable.
Price: The amount, GST treatment and payment timing are clear.
Timing: The expected start, access arrangements and known dependencies are recorded.
Changes: A new price or date is accepted before changed work proceeds.
Completion: The parties can compare the delivered work with the accepted scope and relevant evidence.
Respect, safety and platform integrity
Customers and providers must not use Serproz to mislead, impersonate, threaten, harass, discriminate, manipulate reviews or arrange unlawful or unsafe work. Do not publish another person’s private contact, payment or identity information.
Serproz may request relevant information, remove content, restrict marketplace access or take other proportionate action where use of the service conflicts with this standard or the Terms of Use.
This standard does not replace the parties’ contract or rights under New Zealand law. If a concern cannot be resolved directly, keep the messages and evidence together and use Serproz support or the dispute process.
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