We have adopted a number of group-wide policies which reflect our core values across the areas in which we operate. These policies cover how we apply legislation to our businesses and embrace best practice in our day-to-day operations.
Diversity
We operate in an increasingly diverse community, not just of work colleagues, but of customers and suppliers. TMA takes pride in always providing the highest standards of customer service across the different brands.
Customer diversity
At the heart of our service ethic is a commitment to treat all our customers both fairly and equally, regardless of their race, gender, age, religion, disability, marital status, sexuality, background or beliefs.
However, treating people equally is not about treating people all the same. It is about understanding that different people have different needs and responding to those needs. Recognising and valuing customer diversity will help us to deliver truly world class services that are accessible to everyone, which, in turn, will ensure that we retain their custom in the future. It is about fairness and equality, but it also makes good business sense.
There are specific legislations and regulations that might affect our customer service role example Disability Discrimination Act, Health & Safety, Sales of Goods Act, Data Protection Act, etc. These legislations set out requirements for companies which we support and are working to the spirit of the legislations. We are currently building on our existing strengths to meet the requirements of these legislations in terms of our operations and customer services.
Customer relations
We are committed to ensuring all our customers receive the best possible service. However, we recognise that on occasions, some of our customers experience problems.
We recognise that complaints are a valuable form of feedback on our service delivery. We therefore use this direct feedback to identify the root causes of complaints and ensure that improvements are made to our processes for the long term. Through regular dialogue with our customers we understand what the important factors are when dealing with organisations.
These are: |
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We will listen to, understand and care about why you are dissatisfied |
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We will endeavour to resolve your problem at the first point of contact that you make with us |
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We will take ownership of your complaint to ensure resolution |
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We will offer fair solutions quickly |
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| It is our aim to continually improve our service delivery to develop long-term and loyal relationships with all customers in all our businesses. |
Strength through diversity
At TMA we know that every person has something to add. We see people in terms of the strengths they bring to the company. A diverse workforce uses its skills to be a strong workforce, recognising merit wherever it is found.
The policy
TMA recognises and values the diversity of our employees, customers and the community at large, and we seek to develop and utilise individual skills and talents to the full. We recognise the strengths that develop through diversity, and how those strengths are directly linked to the strengths of TMA .
How our policy is implemented
We do not tolerate unfair treatment, unlawful discrimination, harassment or bullying. We aim to create an environment in which every applicant and employee is assessed for employment, promotion and development solely on the basis of merit; and therefore do not take into account personal factors, including but not limited to gender, race, ethnic origins, nationality, colour, disability, religion, background or beliefs, marital status, part time, sexual orientation or age. We encourage all our staff to live this policy.
Environment
As a leading supplier of services to the home and on the road, we recognise that we have a dual enviromental responsibility. Our primary responsibility is for the direct impact of our activities on the environment, whilst we recognise that we have a responsibility for helping our customers make informed decisions about the use of our products and services. This policy outlines the framework we are using to manage our business in a more environmentally responsible manner and to encourage our customers and other stakeholders to do the same.
We aim to achieve this by: |
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In particular, we will: |
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Integrate environmental considerations into our decision making on operational issues, including new projects, potential acquisitions and supplier selection. |
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Quantify and seek to reduce the environmental impacts of our activities on an ongoing basis through continuous improvement. |
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Comply with all applicable environmental legislation, regulations and other codes of practice. |
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Encourage suppliers and contractors to pursue responsible environmental practices. |
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Prevent, or limit the impact of, environmental incidents through effective management and contingency planning. |
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Review and improve policies and practices in line with developments in understanding and knowledge. |
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Improve the selection and efficient use of energy, water and other resources, focussing particularly on reducing greenhouse gas emissions. |
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Reduce waste through reduction, re-use and recycling. |
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Control any noise and nuisance from our operations to reduce the impact on our neighbours. |
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Promote energy and motor fuel efficiency among our customers, our employees and the general public. |
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Ensure employees are aware of our policy, understand the role they can play in helping to reduce the environmental impact of our operations and how they can encourage customers to do the same. |
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Encourage dialogue about the company's environmental performance and social responsibility with employees, shareholders, customers, suppliers, regulators, local communities and others; investigate the ideas these discussions generate and implement the most appropriate to the business. |
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Work closely with opinion forming groups to promote environmental good practice and contribute to thinking on the environmental aspects of sustainable development. |
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Human rights
TMA believes that our businesses should both contribute to economic well being as well as to be a positive influence on people's lives wherever we operate.
As such, we support the principles described in the UN Global Compact. These principles are derived from the Universal Declaration of Human Rights, the Declaration of the International Labour Organisation on fundamental principles and rights. Our policy describes our approach to the principles as they relate to labour standards and human rights.
Our Statement of Business Principles sets out our standards and expectations in terms of our people. In addition, we are committed to conduct our business in ways that ensure that we are not complicit in human rights abuse within the scope of our influence.
If we were to find ourselves inadvertently implicated in abuses of human rights, we would take immediate steps to rectify such a situation.
Health and safety
We will make proper provision for the health, safety and welfare at work of our employees and others who may be affected by the Group's activities. This policy describes the arrangements we have made for managing our health and safety affairs.
We aim to achieve this by: |
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Adopting an effective health and safety management system |
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Allocating clear accountabilities to support its implementation |
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Providing suitable resources to meet its commitments |
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Maintaining consultation and dialogue with employees |
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Comply with relevant legal requirements and industry standards |
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Assess work activities to eliminate hazards and minimise risks |
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Set objectives and targets, and prepare action plans to maintain compliance and support performance improvement |
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Provide suitable training to develop appropriate competencies and skills |
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Specify standards for the selection and management of contractors |
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Review performance, investigate incidents and implement lessons learned |
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Arrange for periodic audit of the management system |
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Provide access to competent professional advice |
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Work with regulators and industry bodies to implement relevant legal requirements and trade standards. |
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The Board will promote the implementation of this policy and monitor the Group's overall performance.
Directors and line managers will integrate the implementation of this policy into their normal management arrangements and ensure it is given equal priority to all other aspects of business management.
Employees have responsibilities for working safely and they will be involved in the realisation of our policy commitments. |
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