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Employee

Workplace
Guide

October 15

2014

This document outlines the Companys workplace rules & regulations


and the corrective action processes and guidelines in managing
employee discipline.

Part 3:
CODE OF CONDUCT Offenses & Corrective
Actions

Approval:

RAINELDA C. DE BODA
Human Resources Director

of 16 pages

RIZALITO JAY R. CALICA


VP, Human Resources and OD

JACKY V. PLANA II
Head of Operations

Proprietary in Nature
This document is classified as proprietary in nature to PCCW Teleservices. Information
contained in this document is confidential. No part of this document may be copied,
reproduced, stored in a retrieval system, or transmitted without prior written permission
from PCCW Teleservices.

Document Information

Process Title

Employee Workplace Guide (EWG)


Part 3 :

Sub-Title

CODE OF CONDUCT - Offenses & Corrective Actions

Effective Date

10/15/2014

Version Number

Version 6.0

Document Number
Document Owner

Rizalito Jay R. Calica

Release

Manila Site (Internal)

Change History

2 of 16 pages

Version No.

Creation / Revision Date

Owner/Modifier

Approved by

4.0

2/2/2009

Eric Jorge L. Villabroza

Eric P. Paragas

5.1

1/3/2011

Jules L. Burton

Eric P. Paragas

6.0

10/15/2014

Rizalito Jay R. Calica

Jacky V. Plana II

A. INFORMATION STRUCTURE
Cover

Document Management Information

Table of Contents

Coverage

Rule A: Attendance & Punctuality

Rule B: Abandonment of Post

Rule C: Loitering & Malingering

Rule D: Dishonesty

Rule E: Conflict of interest

Rule F: Offenses Against Morality

Rule G: Insubordination

Rule H: Misconduct

Rule I: Negligence

10

Rule J: Offenses Against Person

11

Rule K: Offenses Against Property

12

Rule L: Offenses Against Customer

12

Rule M: Offenses on Office Decorum

12

Rule N: Offenses on Security, Safety & Health Regulations

13

Rule O: Offenses on I.T Acceptable Use Policy

14

Rule O: Offenses on I.T Acceptable Use Policy (cont.)

15

Rule P: Offenses on Standard Operating Procedure

16

<End of Document>

16

B. COVERAGE
This policy shall apply to ALL employees of PCCW Teleservices (Philippines) Inc.

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OFFENSES & CORRECTIVE ACTIONS CHART


Rule A.

ATTENDANCE AND PUNCTUALITY

Degree

Tardiness
Tardiness is defined as the failure to report for work at the start of the prescribed work schedule.

1.1 An employee reporting for more than 1 minute from the start of the official work schedule is
already considered as tardy.
1.2 Monetary Deduction: Deduction for tardiness is computed based on the cumulative
minutes/hours within the payroll cut off.

1.3 Tardiness of two (2) occurrences within a pay period or total of three (3) occurrences within a
month, not exceeding thirty (30) accumulated minutes of tardiness in a month.

1.4 The first two (2) occurrences of tardiness shall constitute the First Offense. Every instance after
will constitute a violation.
1.5

Class A

Fall-off period shall be a period relative to the sanction provided.

1.6 Tardiness incurred cannot be offset by rendering extra hours at the end of an employees regular
work shift.

1.7 Employees who are tardy and had rendered overtime after the regular work shift should
complete first the required standard number of work hours before rendering overtime.

1.8 For Newly-hired Trainees, allowable number of tardiness occurrences during the training period
is two (2) or thirty (30) accumulated minutes for the duration of the training.

Unauthorized/Extended Break Time/Over Break


Unauthorized, inexcusable, and willful extension of the prescribed break period.

Class B

Absences:
This will cover:

3.1 Extending previously approved PTO will be treated as one (1) unexcused absence.

Class C

3.2 Two (2) or more unplanned absences in a calendar month.

Class C

3.3 When applying for unplanned PTO due to sickness, it must be supported by a medical certificate
from an accredited clinic/hospital/doctor of our current health provider.

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3.3.1 One instance of failure to submit a medical certificate.

Class B

3.3.2 Two instances of failure to submit a medical certificate.

Class C

3.3.3 Three instances of failure to submit a medical certificate.

Class D

3.4 The employee missing fifty percent (50%) of the scheduled shift.

Class B

3.5 Absence Without Official Leave (AWOL) or unauthorized/unapproved absence:


3.5.1 One (1) occurrence (or 1 day absence) within a pay period.

Class C

3.5.2 Two (2) occurrences (or 2 days absence) within a pay period or three (3) instances (or 3 days
absence) in a month.

Class D

3.6 Absence on pre-announced Critical Work Day or Blackout Dates where an employee has been
advised to report for work for said days.

Class D

Late Advice
Failure to inform the immediate superior regarding the non-conformance to the work schedule two (2)
hours prior the shift.

Class A

No call-No show (NCNS)


Any absence from work without informing the immediate superior directly, or without giving prior
notice, and/or without authorized leave.
(Official decision determined 2 hours after start of shift)

3.8.1 One (1) occurrence (or 1 day absence) within a pay period.
3.8.2 Two (2) occurrences (or 2 days absence) within a pay period or three (3) instances (or 3 days
absence) in a month.

Class C
Class D

Proper Call-out Procedure:


3.9.1 Employees who will be unable to report for work two (2) hours after the start of shift will have
to secure approval from his immediate superior.

3.9.2 Messages sent through SMS or any other means than being done on the phone shall not be
allowed as a means of communicating. Otherwise, this shall be treated as NCNS.

3.9.3 In case of emergency, such as accident, extreme illness, and hospitalization, an employees
representative may seek approval (and notify) the immediate superior.

Training Attendance
Non-adherence to or non-completion of continuing development or vitality training without valid
reason.

Class B

For Newly-hired Trainees, absences of more than one (1) occurrence during the training period.

Class D

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ABANDONMENT OF POST

Degree

Temporary abandonment of post within the scheduled work time.

Class B

Unjustified failure to observe the prescribed break period.

Class A

Voluntary work stoppage before the end of official work schedule by abandoning ones post without
prior approval from the immediate superior /department head.

Class C

LOITERING / MALINGERING

Degree

Being in an area where the employee has no legitimate business.

Class A

Loitering, loafing or wasting time during working hours.

Class A

Leaving work station without permission or justifiable reason.

Class A

Wasting Company time for personal or third partys interest by attending to functions/transactions
during office hours.

Class B

Sleeping while on duty.

Class C

Rule B.

Rule C.

Rule D.

DISHONESTY

Degree
(Reference:
Integrity Policy)

Feigning illness to avoid doing assigned work or to avail of sick leave or paid time-off benefits.

Class D

Misappropriation, malversation of Company funds or assets/property or any form of theft, actual, or


attempted of Company property or personal property of other employees or third persons.

Class D

Theft

Class D

Forgery or forging the signature of Company officer/s and/or employee/s for personal or third partys
interest.

Class D

Unauthorized alteration or falsification of Company record including furnishing of false or misleading


information about the Company and/or ones self, including information declared in ones application
with the Company.

Class D

Deliberately giving false information or testimonies in a Company-authorized investigation.

Class D

Securing or obtaining Company supplies and/or materials in a fraudulent manner, either alone or in
connivance with another.

Class D

Deliberately assisting unauthorized parties to delay, hinder, sabotage, or otherwise prejudice Company
interest.

Class D

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Deliberately logging-in or logging-out for another employee; requesting a co-worker to log-in or log-out
for you.

Class D

10

Planting evidence against another employee for the purpose of implicating him in the commission of an
offense or for the purpose of evading responsibility for the commission of a crime or offense.

Class D

11

Willful breach of trust reposed by the Company or duly authorized representative that results to damage
or losses to the Company.

Class D

12

Other acts of dishonesty/fraud or deceit causing prejudice or substantial damage to the Company.

Class D

13

Other acts similar or analogous to the foregoing acts which constitute breach of trust.

Class D

Rule E.

CONFLICT OF INTEREST

Degree
(Reference:
Integrity Polcy)

Soliciting during work hours and/or in working areas through personal, electronic, or any other means.

Class C

Collecting funds of any kind for charities or other purposes without authorization.

Class C

Deliberate use of Companys email for private business, commercial or political activities, fund raising or
advertisement not associated with the Companys business.

Class D

Selling of commodities and services, lending money for personal gains, peddling or conducting personal
business inside Company premises or during official work hours.

Class C

Violation of Confidentiality Agreements which includes but not limited to giving confidential or
proprietary Company information such as trade secrets, plans, operations, finances and other classified
matters or information to competitors or other organizations or to unauthorized employees.

Class D

Acts violating the NON-COMPETE and NON-DISCLOSURE clause/s as defined in the employment
agreement/contract.

Class D

Spying or obtaining confidential records or information from the Company.

Class D

Inducing others to spy or obtain information for the purpose of discrediting the organization and/or
transmitting the same to others to the prejudice of the Company

Class D

Soliciting items of value from Company suppliers, clients, customers, visitors, for any purpose, personal
or otherwise.

Class D

Using Company time, material, equipment, tool or other property to do unauthorized work.

Class D

10

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11

Permitting/assisting any person to enter or have access to restricted areas, cabinets, drawers, lockers,
files, etc.

Class D

12

Proposing, transacting private business or undertaking with an individual or private concern using,
involving or assuming the name of Company officers.

Class D

OFFENSES AGAINST MORALITY

Degree

Visiting immoral and indecent sites from the internet during official work hours.

Class C

Downloading immoral and indecent graphics or materials like RSS feeds from the internet. (refer to IT
Acceptable Use Policy for comprehensive list)

Class C

Bringing in alcoholic and/or intoxicating beverages inside the Company premises unless with prior
approval.

Class D

Drinking of any alcoholic and/or intoxicating beverages inside the Company Premises unless with prior
approval.

Class D

Bringing in, having in possession, dealing and/or selling of any prohibited drugs inside the Company
premises.

Class D

Horse-playing, scuffling, running, throwing things or any act or demonstration causing confusion or
distraction.

Class C

Working under the influence of alcohol and/or prohibited drugs.

Class D

Abuse of position or authority towards subordinate and other employees by unjust and unlawful actions
and/or commission of other forms of harassment in the workplace.

Class D

Asking sexual favor as a condition for assistance in employment. (refer to Sexual Harassment Policy)

Class D

10

Pimping and/or directing or inducing another employee to commit sexual activities.

Class D

11

Using ones position/status to intimidate or coerce other employees to perform/commit unjust acts
including but not limited to destructive activism against the Company, unauthorized strike and other
forms of unauthorized work stoppage.

Class D

12

Initiating, promoting or willful participation destructive activism against the Company or acts including
but not limited to unauthorized strike and other forms of unauthorized work stoppage.

Class D

13

Gambling, betting, or participating in any forms of game of chance within Company premises or facilities.

Class D

14

Defamation by instigating false, vicious or malicious statements against the Company and/or its services
or any employee through any mode of communication, may it be oral, written or electronic.

Class D

Rule F.

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15

Bribery or offering anything of value in exchange for a job, work assignment, work location or favorable
conditions of employment.

Class D

16

Accepting, directly or indirectly, any sum of money, goods, services, unauthorized commission, offer,
promise in consideration of any act, contract, or anything of value in exchange for a job, work
assignment, work location or favorable conditions of employment.

Class D

17

Having illicit affairs with a married co-worker which affects or disrupts the work environment.

Class C

18

Scandalous acts of immorality committed within Company premises and/or during Company-sponsored
activities.

Class D

Rule G.

INSUBORDINATION

Degree
(Reference:
Integrity Policy)

Unjustified refusal to accept work responsibility, work shift/schedule and work location.

Class C

Unjustified refusal to perform overtime work or render agreed upon work on rest day or holiday,
particularly when the employee has signed up or have volunteered prior the schedule, thus causing
disruption in operations.

Class B

Substituting another employee to take over ones shift without the knowledge or approval of supervisor.

Class B

Unjustified failure to report back for work after the expiration of a disciplinary suspension despite a
return-to-work order.

Class D

Insubordination or willful disobedience resulting to Company losses or putting into risk the business
relationship of the Company with it Client/s.

Class D

Insubordination or willful disobedience resulting to unnecessary Company expenses or one that hampers
departmental operations.

Class C

Challenging in an arrogant manner a reasonable order.

Class C

Rule H.

MISCONDUCT

Degree
(Reference:
Integrity Policy)

Participating in a brawl inside the Company premises.

Class D

Instigating fights or any other form of brawl inside the Company premises that have caused damage to
life and property.

Class D

Libel or making false or malicious statements against the Company.

Class D

Engaging or being involved in a criminal act as proven in court.

Class D

Committing sexual harassment. (refer to Sexual Harassment Policy)

Class D

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NEGLIGENCE

Degree

Failure to exercise adequate asset control measures within ones area of responsibility.

Class B

Failure to submit employment documents and/or provide updated personal information on time as a
required by the Human Resources Department (i.e. residence address, home telephone number, civil
status, etc.)

Class B

Failure to complete requirements pertaining to conditions of employment as stipulated in the


employment contract within specified time, such as submission of clearances from previous employer,
undergoing employment medical and drug tests, and other related requirements.

Class B

Failure to monitor requirements vital to Company operations.

Class C

Failure to meet agreed upon production quota and/or quality standards.

Class C

Unjustified failure to record or update customers information on pertinent database.

Class C

Failure to execute just and lawful instructions due to carelessness, negligence or failure to get necessary
instructions.

Class B

Failure to report defective equipment, furniture, and fixtures that may cause accident or damage to life
and property.

Class B

Repeated failure to submit agreed upon reports on the prescribed deadline.

Class D

10

Recurring tardiness and absences that may be qualified as habitual in nature and unacceptably excessive.

Class D

11

Gross negligence in the care and maintenance of Company records and property resulting to or causing
grave damages/losses to the Company.

Class D

12

Gross negligence resulting to grave damages/losses to the Company.

Class D

13

Negligence. Failure to observe due diligence that is ordinarily exercised in undertaking a particular task
related to or the performance of his/her duty. Thus, there is a clear disregard of consequences without
any effort of avoiding them.

Class D

14

Gross and habitual neglect by the employee of his duties. Gross inefficiency or negligence in the
performance of assigned tasks and duties.

Class D

15

Failure of an immediate supervisor to disseminate or implement Company policies, work rules, work
procedures, and the like to employees he or she supervises.

Class B

16

Failure of an immediate supervisor to provide necessary training/coaching to their direct reports without
justifiable reason.

Class B

17

Commission of negligent or careless acts during work time or on Company property, which result in
personal injury to a co-worker or destruction of Company or employees property, material or equipment.

Class D

18

Negligence of duties and responsibilities resulting to loss of trust and confidence.

Class D

Rule I.

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Rule J.

OFFENSES AGAINST PERSON

Degree
(Reference:
Integrity Policy)

Use or possession of another employees equipment, tools or instruments without the employees
consent.

Class C

Making signs that are obscene or sexually suggestive.

Class C

Malicious gossip and/or spreading rumors; instigating and/or agitating intrigue among employees;
engaging in behaviors designed to create discord and lack of harmony; interfering with another employee
on the job.

Class C

Using vile, provocative, abusive, profane or obscene language in addressing another person in any manner
(verbal or any other mode of communication) while on the job, within the Company premises or during
official Company functions.

Class C

Improper conduct or acts of discourtesy or disrespect to fellow employees, Company Officers,


representatives, agents, suppliers, visitors, guests and clients.

Class C

Any act that constitute threats, intimidation or coercion against any employee, suppliers/vendors, visitors,
guests and clients.

Class D

Commission of a crime or offense by the employee whether as a principal or accessory against the person
of his employer or any immediate member of his family or his duly authorized representative.

Class D

Any attempt to inflict or cause bodily harm upon another or have in fact inflicted or cause bodily harm
within the Company premises.

Class D

Bringing into the Company premises other persons not connected with the Company to inflict or cause
bodily harm to another person or employee.

Class D

10

Defamation (libel or slander) or public imputation of a crime, vice, defect or any act tending to cause
dishonor or discredit an employee of the Company.

Class D

11

Willful or negligent acts resulting to loss of life of another employee or person.

Class D

12

Unreasonably limiting, vexing, discriminating, humiliating or classifying a co-worker by reason of his age,
rank, status, religious beliefs, status in life, place of birth, physical defect or other personal condition.

Class C

13

Habitual borrowing or lending of money from co-workers and failing to pay these loans resulting to
personal conflicts, verbal alterations, formal complaints and disruption of harmony in the workplace.

Class C

14

Malicious imputation of an offense against innocent person or incriminating an innocent person.

Class D

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Rule K.

OFFENSES AGAINST PROPERTY

Degree

Excessive use of Company phone for personal calls or interest.

Class B

Failure to return Company-issued or assigned property when requested by authorized representatives.

Class D

Unauthorized use of Company property for personal or third partys interest.

Class D

Improper use or handling of Company property such as facilities, equipment, tools or materials resulting
to damages and/or losses.

Class C

Stealing Company property and documents.

Class D

Willful or deliberate or malicious destruction, defacement or tampering of Company or employee


property; or any acts of vandalism within Company premises either individually or collectively.

Class D

Sabotage resulting to destruction or damage of the property of the Company, employees, customers,
suppliers or visitors in any manner.

Class D

Rule L.

OFFENSES AGAINST THE CUSTOMER

Degree
(Reference:
Integrity Policy)

Disrespect to the client and/or its customers as evident in the employees gestures or manner of
speaking (i.e. tone of voice, sarcasm, or choice of words, etc.).

Class D

Use of abusive language, written or oral, when talking or communicating to Client/s or its customers.

Class D

Unauthorized use of Clients resources, product or services.

Class D

Work avoidance; Failure to respond to customer requirements in a timely, courteous and/or professional
manner.

Class D

Rule M.

OFFENSES ON OFFICE DECORUM

Degree
(Reference:
Integrity Policy)

Non-compliance with office ethics and decorum (which includes proper office behavior, grooming, dress
code, clean-as-you-go, etc.)

Class B

Uttering cursive or abusive language even if not directed to anyone, thus affecting the work atmosphere.

Class D

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Physical and/or Verbal fighting during official Company time or on Company premises where
physical includes but is not limited to hair pulling, punching, grabbing, piercing, stabbing, kicking,
slapping, abusive gestures, use of weaponry, etc. and verbal include but not limited to grievous words,
cursing, threats, etc.

Class D

Bringing in or showing pornographic material within Company premises.

Class D

Lewd and lascivious acts in Company premises. Examples are, but not limited to, voyeurism, making
sexual advances, kissing, and embracing, excessive display of affection, touching and holding private
parts of the body with the design to derive pleasure.

Class D

Harassment, including discourteous actions, derogatory to racial, ethnic, religious, age, sexual
orientation.

Class D

Sexual or other inappropriate remarks, slurs or jokes, asking sexual favors, sending threatening,
slanderous, racially and/or sexually harassing messages.

Class D

Unlawful, undisclosed or unauthorized possession or carrying of firearms, explosive, or any deadly


weapon

Class D

Unauthorized selling/retailing to a fellow employee during official Company time or on Company


premises, unless given prior authorization by the Company (e.g. Christmas Bazaar, Tiangge)

Class C

Rule N.

OFFENSES ON SECURITY, SAFETY, and HEALTH REGULATIONS

Degree
(Reference:
Integrity Policy)

Failure to wear or the improper use of Company ID card or access cards within Company premises.

Class A

Refusal to wear Company ID and/or proximity cards inside the Company premises.

Class B

Willful disregard of Company directives relating to safety, cleanliness, orderliness, sanitation and security
of office supplies, equipment and other Company property.

Class C

Bringing in of food and beverages not in spill-preventive containers in high-security areas

Class B

Bringing in unnecessary personal belongings (e.g. handbags, cell phones, Personal Digital Assistants) into
High Security Areas

Class B

Failure to report immediately an injury or any accident within Company premises or official Company
activities.

Class A

Failure and/or refusal to provide a doctors certificate when requested to do so.

Class B

Refusal to undergo a physical examination and/or drug test by the Company-designated physician or
accredited physician when required to do so

Class C

Unauthorized tampering of another employees locker/pedestal.

Class D

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10

Refusal to submit ones self and/or belongings for inspection when necessary and interfering with
security personnel that may hamper security operations.

Class C

11

Smoking in non-smoking areas.

Class C

12

Failure to report or non-disclosure of any communicable disease afflicting oneself or any employee.

Class D

13

Tampering or unauthorized removal from its designated location of the Company and/or buildings
equipment and devices, such as fire alarms, smoke detectors or any security or safety equipment or
safety notices, warnings or directions.

Class D

14

Acts of subversion including the distribution of subversive materials within Company premises; engaging
in espionage, and other acts inimical to the security and interest of the Company.

Class D

15

Carrying of weapons, inflammable or harmful materials that may pose a threat to the safety and well
being of the Company and its employees.

Class D

16

Giving Company ID/Proximity Card ID or identification materials or passwords to any person not entitled
to it, or assisting the non-employee to gain access to the Company premises, and restricted areas
without proper authorization.

Class D

17

Unauthorized or forcible entry into the office or Company premises and restricted areas.

Class D

Rule O.

OFFENSES AGAINST I.T. ACCEPTABLE USE POLICY

Degree
(Reference: IT
Acceptable Use
Policy)

COMPUTER HARDWARES, PERIPHERALS, & DEVICES

Unauthorized use of Company IT resources i.e., printing, plotting, photocopying for personal use.

Class C

Tampering, reconfiguring, removing, replacing or interchanging information such as serial number,


inventory tags, logos, or any physical part of Company -owned IT equipment, peripherals and/or devices.

Class C

Intentionally damaging Company-owned IT equipment or damages resulting from negligence.

Class D

Unauthorized transfer of Company-owned IT equipment.

Class C

Unauthorized formatting or blasting (imaging) of Company-owned IT equipment.

Class D

Unauthorized installation of any software on any Company-owned IT equipment.

Class C

Unauthorized installation or bringing in of non-authorized computer devices and/or hardware or such as


Laptops, USB Hard Drives, USB Thumb Drives, Cell Phone, iPod, MP3 Players, PSP, WIFI devices and the
like.

Class C

Playing computer games on Company-owned IT equipment (installed or web-Based), including games


that come with the Operating System Package.

Class C

Printing of non-business related documents while on Company time and/or premises.

Class C

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DATA CENTER

Attempt to gain entry access inside the Data Center.

Class C

Unauthorized entry inside the Data Center

Class D

Providing entry access to any non-authorized personnel without prior approval from IT Security
Management.

Class C

Unauthorized installation of any non-business related IT equipment.

Class C

Unauthorized installation of any non-business related computer application.

Class C

Unauthorized reconfiguration of the current systems within the Data Center to gain server/network
administrator access.

Class D

Intentionally damaging any hardware equipment or system application located within the Data Center.

Class D

NETWORK & SYSTEM SECURITY

Unauthorized copying, renaming, modification, deletion, or access of any system, data, directory, file,
application program.

Class D

Accessing or attempting to access another users email account without permission from the useremployee.

Class D

Unauthorized use of another employees phone ID access or Log-in credentials.

Class D

Unauthorized importing, downloading, copying or forwarding non-text file, including e-mail attachments,
applications, utilities, images, music and pages, from the internet and/or through unauthorized digital
storage devices or other electronic media, onto ones system.

Class C

Sending trivial/personal messages (i.e. SPAM, e-mail group), unsolicited junk mail, for profit messages
or chain letters; subscribing to non business related e-mail groups and internet newsletters.

Class C

Soliciting of electronic contact details for purposes other than official Company business.

Class C

Unauthorized use of the Internet while on Company time and premises.

Class C

Deliberate use of internet for purposes other than authorized business transactions; Unauthorized
blogging.

Class B

Unauthorized streaming of Music and Video files over the Internet.

Class C

10

Accessing illegal or non-work related websites or transferring sexually explicit files (gif, jpg, bmp, etc.) or
illegal file types (non-work related).

Class C

11

Sharing network information or account log in names and passwords with unauthorized persons.

Class D

12

Logging-in for other employees that have a lower access level.

Class C

13

Deliberate uploading or transferring of any type of computer virus to Company-owned IT systems.

Class D

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14

Network and system security violation resulting to downtime and business losses.

Class D

15

Creation of fraudulent user account or information.

Class D

16

Unauthorized access to computers, workstations, shared drives, files, database or confidential Company
information and/or circumventing systems security to allow others access to such hardware and/or
information to override systems security programs.

Class D

17

Illegal access to all Company-owned network and systems servers.

Class D

18

Placing non work related documents in shared folders.

Class C

19

Wrong use of standard email signature.

Class B

OFFENSES AGAINST STANDARD OPERATING PROCEDURE (S.O.P)

Degree

Neglect of duty or failure to observe standard operating procedure resulting to damage to or loss of
Company property.

Class C

Neglect of duty or failure to observe standard operating procedure putting into risk the Companys
business relationship with its Client/s or resulting to loss of business opportunity.

Class D

Deliberately delaying or failing to respond to customer issues, concerns, transactions or business in a


timely manner or in accordance with set Company standards.

Class D

Deliberate clearing of lines or cutting calls.

Class D

Call Riding (Listening to Transferred calls)

Class D

Going back to the bottom of the queue without authorization.

Class D

Releasing or Dropping the call without following operational procedure.

Class D

Failure of an employee to consistently meet the monthly productivity and quality metrics/standards set
by the Company after having been given full orientation, instructions and training for the job at the start
of employment (e.g. continuous poor/failed rating on monthly scorecards or yearly Performance
Appraisal which usually requires a Performance Improvement Plan).

Class D

Rule P.

<End of Document>

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