PMC Code of Ethics - General Managers

CONTENT 04

Introduction

06

I. Responsibility to Protect Customers

10 14 18

II. Fair Treatment

III. Responsibility to Customers and Avoidance of Personal Gain

IV. Main Responsibilities of the General Managers

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V. Managed Building Maintenance

26

VI. Avoiding Personal Gain

30

VII. Job Authority

34

VIII. Commitment to the Company

38

IX. Relationship with Other General Managers

40

X. Truthful Advertising

44 48 52 54 56

XI. Responsibilities to the Company and Profession

XII. Compliance and Enforcement

XIII. Environmental Protection

XIV. Continuous Innovation and Improvement

XV. Creating a Positive Working Environment

INTRODUCTION

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Code of professional ethics - General Managers

In the continuously evolving landscape of real estate management, the role of a General Manager (GM) has become more crucial than ever. The GM is responsible not only for the effective management and operation of properties but also for ensuring all activities comply with legal regulations, maintaining a professional working environment, and fostering positive relationships with residents and clients. To meet these demands, it is critical to follow professional ethical standards.

The “Code of Professional Ethics for General Managers” has been compiled to establish and promote the highest standards of professional competence and ethical conduct among GMs. This code serves as a guideline for GMs’ daily actions and decisions and as a basis for evaluating and improving job performance, ensuring transparency, fairness, and credibility in the real estate management industry.

This document consists of 15 detailed articles, each of which is constructed based on practical research and both domestic and international regulations, ensuring high applicability and relevance to Vietnam’s legal and social context. These articles cover fundamental principles such as customer protection responsibilities, fair treatment, avoiding personal gain, service quality management, technical system maintenance, and other responsibilities of the GM towards the company and the profession.

The code also addresses important factors such as environmental protection, continuous improvement promotion, and creating a positive working environment. These principles not only help GMs perform their duties professionally, but also contribute to enhancing the credibility and quality of real estate management services, creating an ideal living and working environment for residents and clients.

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I. RESPONSIBILITY TO PROTECT CUSTOMERS

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Code of professional ethics - General Managers

1. Protecting Customer Interests ¾ Compliance with Laws and Internal Regulations: GMs must ensure that all management and operational activities comply with Vietnamese laws and the company’s internal regulations. GMs are prohibited from engaging in any unethical behavior that may harm customers. ¾ Safety and Security: GMs are responsible for ensuring the safety and security of customers throughout their stay and work at the property. Security measures must be strictly implemented, including security systems, access control, and fire prevention.

2. Confidentiality of Information

3. Fraud Prevention

¾ Protecting Customer Information: GMs must not disclose confidential customer information to third parties unless required by law enforcement. This data may include personal, financial, and other sensitive data.

¾ Detecting and Reporting Fraud: GMs are responsible for detecting and reporting fraudulent activities to the company in a timely manner.

GMs must also give customers with recommendations on how to avoid fraudulent activities.

¾ Managing Information on Online Platforms: GMs must ensure that any content released on community information sharing platforms (e.g., Facebook Page, Zalo, and Viber) is accurate, nonmisleading, and confidential.

¾ Guidance on Information Disclosure: GMs must advise customers on how to disclose information to competent state agencies when necessary.

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4. Fair Treatment and Non-Discrimination ¾ Non-Discrimination: GMs must treat all customers fairly, without discrimination based on gender, race, religion, nationality, or disability.

This includes providing equitable services and amenities to all customers. ¾ Supporting Special Needs Customers: GMs must ensure that services are tailored to meet the needs of customers with special needs, such as support for persons with disabilities and other cases requiring assistance.

5. Transparency and Honesty ¾ Providing Transparent Information: GMs must provide customers with accurate and transparent information regarding financial status and management activities. In the event of a dispute, GMs must present written financial reports within a reasonable timeframe. ¾ Avoiding Conflicts of Interest: GMs are prohibited from having undisclosed conflicts of interest with customers or third parties. If any arise, they must be immediately disclosed and acted upon to resolve the conflict.

6. Support and Complaint Handling ¾ Timely Complaint Resolution: GMs must address all customer complaints promptly and effectively. These complaints must be recorded, monitored, and reported to the Management Board for appropriate measures. ¾ Regular Communication with Customers: GMs must maintain regular communication with customers, including providing information and written reports when necessary. GMs should also schedule meetings and discussions with customers to resolve any issues that arise.

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Code of professional ethics - General Managers

7. Training and Awareness Enhancement ¾ Employee Training: GMs must ensure that all management staff are adequately trained on legal regulations, professional standards, and ethical conduct. This includes organizing regular training sessions and assessing employee competencies. ¾ Raising Customer Awareness: GMs must arrange workshops and provide materials and information to help customer understand legal regulations, their rights, and responsibilities while staying and working at the property.

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II. FAIR TREATMENT

1. Non-Discrimination

2. Providing Equal Access to Services

¾ Ensuring Fairness: GMs must treat all stakeholders fairly, including customers, employees, and partners. Discriminatory behavior based on gender, race, religion, nationality, disability, age, or any other personal factor is unacceptable.

¾ Fair Access to Services: GMs must ensure that all customers have equal access to the building’s services and amenities. This involves providing assistance to customers with special needs, such as persons with disabilities.

¾ Compliance with Legal Regulations: GMs must comply with all legal regulations related to fair treatment and non-discrimination, including those set forth by Vietnamese law and international standards.

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¾ Reasonable Resource Allocation: GMs must allocate the building’s resources and amenities reasonably and impartially. This allocation must be based on actual needs and equitable for all customers.

Code of professional ethics - General Managers

3. Handling Discrimination Complaints ¾ Transparent Complaint Procedure: GMs must design and maintain a transparent and effective mechanism for handling discrimination complaints. This mechanism must ensure that all complaints are taken seriously and addressed promptly. ¾ Complainant Protection: GMs must ensure that individuals who file complaints about discriminatory behavior are not retaliated against or treated unfairly. Any retaliatory actions must be dealt with strictly, and complainants must be fully protected.

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4. Creating Equal Opportunities

Development

¾ Fair Working Environment: GMs must create a nondiscriminatory work environment that encourages diversity and inclusion. All employees should feel respected and treated fairly in their work.

¾ Promotion Opportunities: GMs must ensure that all employees have fair opportunities for development and promotion in their jobs.

Promotion decisions should be based on competence, job performance, and individual contributions, without being influenced by other personal factors. ¾ Fair Evaluation: GMs must establish transparent and fair criteria for evaluating job performance, ensuring that all employees are assessed based on clear and equitable standards.

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Code of professional ethics - General Managers

5. Social Responsibility ¾ Community Support: GMs must engage in community support activities and promote social equity, including participating in charitable programs, assisting those in need, and encouraging employees to participate in community activities. ¾ Reporting and Transparency: GMs must provide transparent information about fair treatment activities and measures taken to ensure fairness in building management and operation. These reports must be published regularly and made easily accessible to all stakeholders.

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III. RESPONSIBILITY TO CUSTOMERS AND AVOIDANCE OF PERSONAL GAIN

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Code of professional ethics - General Managers

1. Customer Interests as the Top Priority ¾ Customer Service: GMs must prioritize the interests of customers over all other management and operational activities within the building.

GMs’s decisions and actions should all be aimed at enhancing the customer experience and satisfaction. ¾ Listening and Responding to Needs: GMs should actively listen to customers’ opinions and needs, responde promptly. Customers should receive the best support and services.

2. Ensuring Customer Rights ¾ Protecting Customer Rights: GMs must take all necessary steps to ensure that customers are treated fairly and given high-quality services. ¾ Resolving Complaints and Disputes: GMs must handle all customer complaints and disputes in a fair and transparent manner, ensuring that all issues are resolved promptly and satisfactorily.

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3. Transparent Reporting ¾ Providing Accurate Information: GMs must provide accurate and transparent information about the building’s financial status, management activities, and decisions. Customers should receive information in a timely and comprehensive manner. ¾ Transparency in Financial Management: GMs must ensure that all financial transactions are conducted transparently, adhering to legal regulations and company policies. GMs must correctly and completely disclose all revenues and expenditures associated with the building’s operations.

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4. Maintaining High Ethical Standards ¾ Adherence to Ethical Standards: GMs must comply with the highest professional ethical standards in their actions and decisions. This includes being honest, fair, and transparent in all situations. ¾ Setting an Example for Employees: GMs must set an example for all employees in adhering to ethical standards and professional responsibilities, while also encouraging and training employees to follow these standards.

Code of professional ethics - General Managers

5. Enhancing Communication with Customers ¾ Clear and Effective Communication: GMs must maintain clear and effective communication with customers, providing timely and accurate information on building activities and decisions. ¾ Organizing Meetings and Discussions: GMs must schedule regular meetings with customers to discuss and resolve any issues that arise, ensuring that all customer opinions and feedback are heard and considered.

6. Encouraging Customer Participation ¾ Encouraging Participation: GMs must encourage customers to engage in building management and operations activities and decisions, allowing customer to contribute to decision making and community connection. ¾ Creating a Cooperative Environment: GMs must foster a cooperative and trustworthy environment where customers feel free to share their opinions and contribute to the building’s management process.

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IV. MAIN RESPONSIBILITIES OF THE GENERAL MANAGERS

1. Service Quality Management ¾ Ensuring Service Standards: GMs must ensure that all services offered meet the highest standards. GMs must constantly monitor, evaluate, and improve service quality while ensuring that contractors and employees follow established regulations and standards.

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¾ Supervising Contractors: GMs must actively supervise service providers, such as security, cleaning, technical maintenance, pest control, and waste management. GMs must ensure these contractors operate efficiently and adhere to their contractual obligations.

Code of professional ethics - General Managers

2. Employee Management ¾ Organizing and Delegating Work: GMs re responsible for organizing and overseeing the operations of all management board staff.

GMs must clearly and effectively delegate tasks to each department and individual, ensuring all duties are completed on time and to the required standard. ¾ Training and Developing Employees: GMs must ensure that all members of the management board receive adequate training in skills, knowledge, and professional standards. GMs must organize regular training sessions and encourage employees’s professional growth.

3. Financial Management ¾ Budget Planning: GMs must prepare an annual budget for the building’s management and operation and present it to the company and the Investor/Management Board for approval.

This plan should contain cost and revenue estimates, ensuring effective and transparent use of financial resources. ¾ Financial Reporting: GMs must provide accurate and timely financial reports on the building’s financial status and operations to the company and the Investor/Management Board. These reports should be prepared on a regular basis and in response to special requests.

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4. Resident and Customer Management ¾ Building Relationships: GMs must establish and maintain good relationships with residents and customers. GMs must ensure that all feedback and complaints from residents and tenants are promptly and satisfactorily addressed. ¾ Managing Resident Information: GMs must manage and update information on residents and tenants in an accurate and secure manner, ensuring that all information is handled in accordance with regulations.

5. Maintenance and Repair Management ¾ Maintenance Planning: GMs must develop periodic maintenance plans for all systems and equipment in the building to ensure that they are always in optimal operating condition and meet safety standards. ¾ Supervising Repairs: GMs must oversee repair and maintenance work, ensuring all tasks are completed on time, to a high quality, and in a safe manner.

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Code of professional ethics - General Managers

6.

Administrative Management

and

Legal

¾ Compliance with Legal Regulations: GMs must follow all relevant rules and internal company policies related to the building management and operation. GMs must ensure that all activities are lawful and transparent. ¾ Document and Record Management: GMs must manage and store all documents and records pertaining to the building’s operations in a scientific and safe manner. This includes contracts, reports, and other legal documents.

7.

8.

Ensuring Environmental Standards ¾ Environmental Management: GMs must ensure that the building is maintained according to health and environmental safety standards. GMs are responsible for overseeing waste collection and disposal, pest control, and public area maintenance. ¾ Energy Saving and Environmental Protection: GMs must support energy-saving and environmental protection measures to ensure that the building operates efficiently and sustainably.

Security and Management

Safety

¾ Ensuring Security: GMs must ensure the overall security of the building by maintaining and monitoring security systems, access control, and other protective measures. GMs must coordinate with security units to handle emergency situations promptly. ¾ Fire Safety Management: GMs must ensure that all fire prevention systems are operational and in compliance with safety regulations. GMs must conduct regular fire drills and ensure that employees and residents are familiar with firefighting procedures.

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V. MANAGED BUILDING MAINTENANCE

1. Ensuring Safety and Health ¾ Compliance with Safety Standards: GMs must ensure all building maintenance activities comply with current safety standards and legal regulations. This includes regular maintenance and inspection of electrical systems, elevators, fire prevention systems, and other equipment. ¾ Ensuring Resident Health: GMs must ensure that maintenance activities do not endanger the health of residents and tenants.

This includes timely inspection and handling of sanitation, environment, and pollution concerns.

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Code of professional ethics - General Managers

2. Developing Periodic Maintenance Plans ¾ Annual/Quarterly/Monthly Maintenance Plans: GMs must develop periodic maintenance plans for all building systems and equipment.

These plans should include the necessary inspections, maintenance, and repairs to ensure the systems operate efficiently and safely. ¾ Supervising Maintenance Execution: GMs must regularly monitor the execution of maintenance work according to the established plans.

All maintenance activities must be completed on time, to a high standard, and in compliance with safety regulations.

3. Repair Management ¾ Timely Incident Handling: GMs must ensure that all technical issues in the building are addressed promptly and effectively. GMs must have a clear incident response procedure and ensure that technical staff are constantly prepared to respond to emergencies. ¾ Tracking and Recording Incidents: GMs must track and record all technical incidents, ensuring that all relevant information is stored and reported accurately. This helps improve management efficiency and prevent future incidents.

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4. System Maintenance and Upgrades ¾ Upgrading Technical Systems: GMs must plan and execute system upgrades as necessary.

These upgrades should ensure that systems fulfill operational and safety requirements. ¾ Maintenance Record Management: GMs are repsonsible for managing and storing maintenance records for all systems and equipment in the building. These records must be fully and accurately updated to track the systems’ operational status and maintenance history.

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5. Contractor Management ¾ Supervising Contractors: GMs must closely supervise building maintenance contractors, ensuring they follow safety standards and regulations, and complete their job on time and to the agreed-upon quality.

Contractor ¾ Evaluating Performance: GMs must periodically evaluate contractor performance to ensure all maintenance work satisfies high quality standards and building requirements. If detecting any violations, GMs must take prompt corrective actions.

Code of professional ethics - General Managers

6. Feedback and Complaint Resolution ¾ Receiving and Resolving Complaints: GMs must establish a mechanism to receive and resolve complaints about building maintenance. All complaints must be handled promptly and satisfactorily, ensuring resident and tenant satisfaction. ¾ Recording Feedback: GMs must record and consider any feedback from residents and tenants on maintenance work.

This feedback should be used to improve maintenance processes and enhance service quality.

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VI. AVOIDING PERSONAL GAIN 1. Avoiding Conflicts of Interest ¾ No Acceptance of Gifts and Personal Benefits: GMs are not permitted to accept any money, gifts, or personal benefits from anyone involved in the building’s management, including but not limited to investors, contractors, and residents. Any benefits received must be fully reported to the management company. ¾ Reporting Conflicts of Interest: If any conflicts of interest arise, GMs must inform the company promptly and take necessary measures to resolve the conflict in a transparent and fair manner.

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Code of professional ethics - General Managers

2. No Exploitation of Position for Personal Gain ¾ Legitimate Use of Authority: GMs must not exploit their position to gain personal benefits or advantages for themselves or any other individual or organization. Any actions that abuse power for personal gain are strictly prohibited. ¾ Providing Transparent Information: GMs must provide transparent and accurate information about the building’s financial situation and management activities to the Investor/Management Board, residents, and customers.

3. Compliance with Legal and Company Policies ¾ Adherence to Procurement and Tender Regulations: GMs must follow the procurement, tendering, and payment regulations and procedures issued by the company and Investor/Management Board.

All transactions must be conducted in line with legal regulations without personal gain. ¾ No Involvement in Illegal Activities: GMs must not engage in any illegal or unethical activities relating to building management.

Any violations of the law must be reported and strictly enforced.

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4. Ensuring Financial Transparency ¾ Managing Operational and Maintenance Funds: GMs must ensure that the building’s operational and maintenance funds are used in a transparent and effective manner. All expenditures must be thoroughly recorded and reported to the company, Investor/Management Board, and residents on a regular basis. ¾ No Use of Illicit Funds: GMs must not use any illicit funds or funds that have not been legally disbursed by the company.

All financial transactions must comply with legal regulations and the company’s financial policy.

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Code of professional ethics - General Managers

5. Transparency in Management ¾ Public Financial Information: GMs must offer transparent and accurate financial reports on the building’s financial status and operations. All information must be made publicly accessible to stakeholders. ¾ Collaboration with Authorities: GMs must cooperate with authorities to investigate and handle bribery and corruption in building management. All violations must be promptly reported to the company and handled according to legal regulations.

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VII. JOB AUTHORITY

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Code of professional ethics - General Managers

1. Providing Appropriate Services ¾ Within Professional Scope: GMs must ensure that services provided to residents and customers are within their professional scope. GMs must not perform or advise on services beyond their trained capabilities and professional scope. ¾ Refusal to Engage in Unauthorized Practice: GMs must refuse to undertake work outside their expertise or without adequate qualifications. Unauthorized practice or exceeding professional capabilities is unacceptable.

2. Management and Operation ¾ Personnel Management: GMs have the authority to manage and operate all staff on the Management Board. This includes task delegation, supervision, and performance evaluations for each employee. ¾ Service Operation: GMs have the authority to manage and supervise the services provided by the Management Board, ensuring that these services satisfy standards and fulfill the needs of residents and customers.

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3. Financial Decision-Making ¾ Budget Planning: GMs have the authority to develop annual budgets for the building’s management and operation, and submit them to the company and Investor/Management Board for approval. This plan should contain cost and revenue estimates, ensuring effective and transparent use of financial resources according to company regulations. ¾ Expense Approval: GMs have the authority to approve expenditures within the approved budget, ensuring these expenses contribute to the building’s effective management and operation.

4. Contractor and Partner Management ¾ Selecting Contractors: GMs have the authority to select and contract with building service providers, ensuring that these contractors satisfy the building’s standards and requirements. ¾ Supervising Contractors: GMs have the authority to supervise and evaluate contractor performance, ensuring that they complete work on time, to quality standards, and in compliance with safety regulations.

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Code of professional ethics - General Managers

5. Reporting and Feedback ¾ Periodic Reporting: GMs must report to the company and Investor/ Management Board on building management and operations, including financials and other aspects, on a regular basis. ¾ Handling Feedback: GMs must maintain strong communication channels with residents and customers, ensuring all feedback and complaints are addressed promptly and satisfactorily.

6. Ensuring Legal Compliance ¾ Adherence to Legal Regulations: GMs must follow all applicable legal regulations and company policies regarding building management and operations. GMs must ensure all activities are lawful and transparent. ¾ Document and Record Management: GMs must manage and store all building operations-related documents and records in an organized and safe manner. This includes contracts, reports, and other legal documents.

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V

MITMEN M O C TT III.

O

TH E

M O C

N PA Y

1. Acting in the Company’s Best Interest ¾ Prioritizing Company Interests: GMs must act in the best interests of the company for which they work. All decisions and actions by the GMs should be aimed at developing and protecting the company’s interests. ¾ Loyalty and Dedication: GMs must demonstrate loyalty and dedication to the company by performing their duties with high responsibility and ensuring that all operations contribute to the company’s sustainable development and prosperity.

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Code of professional ethics - General Managers

2. Compliance with Company Regulations and Policies ¾ Adhering to Company Policies: GMs must follow all company regulations and policies governing building management and operations. This involves adherence to procurement, tendering, payment processes, and professional ethical standards. ¾ No Unauthorized Use of Proprietary Materials: GMs must not take or use proprietary company materials, including but not limited to client lists or tenant information, without explicit company approval.

3. Protecting Company Information and Assets ¾ Confidentiality of Company Information: GMs must preserve sensitive and confidential company information and only disclose it to third parties if legally required. ¾ Managing Company Assets: GMs must ensure that all company assets are managed and used in an effective and safe manner. The misuse or misappropriation of company assets is strictly prohibited.

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4. Employee Training and Development ¾ Organizing Regular Training: GMs must ensure that all staff within the Management Board receive thorough training on legal regulations, professional standards, and company policies. This includes organizing regular training sessions and assessing employee competence. ¾ Professional Development: GMs must encourage and support employees in enhancing their professional skills and knowledge, including facilitating their participation in advanced courses and training programs.

5. Reporting and Supervision ¾ Periodic Reporting: GMs must provide periodic reports on operational status, financial condition, and other management concerns to the company and the Investor/Management Board.

All reports must be accurate, clear, and comprehensive. ¾ Supervision and Inspection: GMs must regularly supervise and inspect building management operations to ensure all tasks are completed on time and to the required standard. Any issues identified must be reported and addressed as soon

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Code of professional ethics - General Managers

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IX. RELATIONSHIP WITH OTHER GENERAL MANAGERS

1. Healthy Competition ¾ No Misleading Information: GMs must not provide misleading or inaccurate information about the capabilities or professionalism of other GMs, whether intentionally or unintentionally. All provided information must be accurate and not intended to harm others’ reputations. ¾ No Job Poaching: GMs must not attempt to steal work from other GMs through deceitful or dishonest means. All competitive actions must adhere to fairness and transparency principles.

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Code of professional ethics - General Managers

2. Cooperation and Knowledge Sharing ¾ Sharing Experiences and Knowledge: GMs must be willing to share their professional experiences and knowledge with other GMs to enhance service quality, the company’s reputation, and the real estate management profession. Cooperation and information sharing help contribute to increased efficiency and a more professional workplace. ¾ Mutual Support: GMs must support each other with issues that arise during management. This supports facilitate issue resolution and fosters positive relationships among GMs.

3. Protecting the Company’s Reputation and Image ¾ No Defamatory Remarks: GMs must not make or incite defamatory, derogatory, or unfounded comments about the activities of other GMs, customers, or any company personnel. All comments must be truthful and respectful of others’ dignity. ¾ Enhancing Company Reputation: GMs must strive to enhance the company’s reputation and image by performing their work honestly, professionally, and respectfully towards partners and customers.

4. Professional Conflict Resolution ¾ Handling Conflicts: Conflicts emerging among GMs must be resolved professionally and honestly, without jeopardizing each other’s reputation and dignity. GMs must find ways to resolve conflicts via cooperation and mutual respect.

Unnecessary ¾ Avoiding Interference: GMs must not intentionally interfere with other GMs’ contractual execution with customers, including encouraging other GMs’ customers to cancel contracts.

All competitive actions must be based on honesty and respect for the interests of all parties involved.

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X. TRUTHFUL ADVERTISING

1. Honesty in Advertising ¾ Accuracy and Transparency: GMs must assure that all truthful and transparent advertising material. Advertisements must accurately depect the building’s conditions and the services being provided, without exaggeration or misleading information. ¾ Avoiding Misleading Information: GMs must not use misleading or deceptive information in advertisements. All advertising material must be clear, understandable, and not confuse customers.

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Code of professional ethics - General Managers

2. Compliance with Legal Regulations ¾ Adhering to Advertising Regulations: GMs must follow all legal regulations on advertising, including those concerning content, form, and advertising medium. All advertisements must be reviewed and approved according to legal regulations before publication. ¾ Ensuring Accessibility: GMs must ensure that all building-related advertising materials, whether printed and electronic, are publicly available to all potential customers. Information about ownership, usage rights, and accompanying services must be properly presented.

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3. Protecting Customer Rights ¾ Transparent Information: GMs must ensure that all advertising information is clear and does not conceal any crucial information that might influence customer decisions. Customers must be given complete information about the building and its services. ¾ Protecting Customer Information: GMs must not use customers’ personal information for advertising purposes without their consent. All personal information must be kept confidential and used only for the purposes approved by the customer.

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Code of professional ethics - General Managers

4. Handling Complaints and Feedback ¾ Timely Complaint Resolution: GMs must have procedures in place to handle advertising-related complaints in a prompt and effective manner. All complaints must be treated seriously and satisfactorily resolved to protect customer rights. ¾ Recording Feedback: GMs must record and respond to customer feedback on advertising material. This feedback should help to improve the quality of the building’s information and advertising services.

5. Ensuring Service Quality ¾ Delivering on Advertising Commitments: GMs must ensure that advertised services and amenities are consistent with reality and meet the promised standards. Any discrepancies between advertisements and reality must be addressed promptly and satisfactorily to maintain customer trust.

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XI. RESPONSIBILITIES TO THE COMPANY AND PROFESSION

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Code of professional ethics - General Managers

1. Compliance with Legal and Company Regulations ¾ Adhering to the Law: GMs must comply with all current legal regulations, including those governing building management, fire safety, occupational safety, and environmental protection.

GMs must stay updated on legal developments and ensure all building activities comply with these regulations. ¾ Following Company Policies: GMs must follow all company rules, regulations, and policies, ensuring that all real estate management operations are conducted according to established standards and procedures.

2. Training and Professional Development ¾ Enhancing Professional Knowledge: GMs must constantly improve their knowledge and skills by attending building management courses, seminars, and training programs. GMs should also encourage and support their employees’s participation in training programs to improve their capabilities. ¾ Sharing Experience: GMs must share their expertise and knowledge with colleagues and employees to improve the overall professional level of the management and operation team.

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3. Integrity and Professional Ethics ¾ Working with Integrity: GMs must work honestly and fairly, without exploiting their position for personal gain or engaging in unethical activities. GMs must ensure that all of their decisions and actions are benefit both the company and its customers. ¾ Protecting Professional Reputation: GMs must protect and strengthen their professional reputation and the company’s.

Dishonest behaviors or breach of professional ethics are strictly prohibited and will be dealt with according to company and legal regulations.

4. Reporting and Feedback ¾ Honest Reporting: GMs must provide the Developer/BOC and the company with complete and honest updates on operational status, financial conditions, and building management issues.

These reports must be accurate, clear, and timely. ¾ Timely Feedback: GMs must respond to customer and employee requests, complaints, and feedback in a timely and satisfactory manner. All emerging concerns must be addressed timely and effectively to ensure customer satisfaction and trust.

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Code of professional ethics - General Managers

5. Protecting Company Information and Assets ¾ Confidentiality: GMs must preserve sensitive and confidential company information and only disclose it to third parties if legally required. GMs must take all necessary measures to safeguard information from unauthorized access. ¾ Effective Asset Management: GMs must manage and use company assets in an effective and safe manner. Any misuse or misappropriation of company assets is strictly prohibited and will be dealt with according to company regulations.

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XII. COMPLIANCE AND ENFORCEMENT 1. Adherence to Legal and Company Regulations ¾ Understanding and Compliance: GMs must make reasonable efforts to understand and comply with current legal regulations and company rules governing real estate management. GMs must stay updated on legal developments and ensure that all building operations comply with these regulations. ¾ Following Company Rules: GMs must follow all company rules, regulations, and policies, ensuring that all Management Board activities are conducted according to established standards and procedures.

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Code of professional ethics - General Managers

2. Implementing Preventive and Supervisory Measures ¾ Preventing Violations: GMs must take reasonable precautions to ensure that no breaches of professional ethical standards occur. This includes regular inspections and evaluations of management activities to promptly detect and address any issues that arise. ¾ Supervision and Inspection: GMs must regularly supervise and inspect the activities of employees and contractors to ensure all tasks are completed on time, to a high standard, and in compliance with legal and company regulations.

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3. Cooperation with the Company Investigations and Enforcement

in

¾ Cooperation in Investigations: GMs must work closely with the company in all investigations involving breaches of professional ethical standards. GMs must provide all requested information and documents properly and thoroughly. ¾ No Obstruction of Investigations: GMs must not interfere with any company actions that are intended to investigate violations or enforce professional ethical standards. Any obstructive or uncooperative behavior during investigations will be dealt with strictly.

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Code of professional ethics - General Managers

4. Participating in Periodic Training ¾ Professional Ethics Training: GMs must participate in and pass periodic company- organized professional ethics courses, which include professional ethical standards. Participation in this training is a condition for continuing employment with the company. ¾ Enhancing Professional Knowledge: GMs must constantly improve their knowledge and skills by participating in real estate management courses, seminars, and training programs.

GMs should also encourage and support their employees’s participation in training programs to enhance their capabilities.

5. Reporting and Supervision ¾ Honest Reporting: GMs must provide comprehensive and honest updates on operational status, financial conditions, and real estate management issues to the Investor/ Management Board and the company. These reports must be accurate, clear, and timely. ¾ Supervision and Inspection: GMs must regularly supervise and inspect real estate management activities to ensure all tasks are completed on time and to a high standard. Any issues identified must be reported and addressed as soon as possible.

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XIII. ENVIRONMENTAL PROTECTION

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Code of professional ethics - General Managers

1. Promoting Sustainability and Environmental Protection ¾ Energy Conservation: GMs must implement energysaving measures in building management and operations. This involves using energy-efficient equipment and properly controlling lighting and air conditioning systems. ¾ Waste Reduction: GMs must promote waste reduction and efficient waste management. This involves sorting and recycling waste, adopting environmentally friendly products, and minimizing the use of pollutants. ¾ Water Conservation: GMs must put in place measures to protect and conserve water resources, such as timely inspection and repair of water supply and wastewater systems, using water-saving equipment, and encouraging residents to save water.

2. Implementing Environmental Protection Programs ¾ Organizing Green Activities: GMs should encourage residents and customers to participate in environmental protection activities such as tree planting, public area cleaning, and environmental protection campaigns. ¾ Education and Awareness: GMs must provide information and organize educational programs on environmental protection for residents and employees to increase awareness and responsibility for the living environment.

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XIV. CONTINUOUS INNOVATION AND IMPROVEMENT

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Code of professional ethics - General Managers

1. Encouraging Initiatives and Improvements ¾ Proposing Improvements: GMs should encourage employees and residents to suggest initiatives and improvements that can enhance the quality and efficiency of real estate management services. All suggestions must be carefully considered and evaluated. ¾ Adopting New Technologies: GMs must continuously seek out and adopt new technologies to improve service efficiency and quality.

2. Evaluating and Improving Processes ¾ Periodic Evaluation: GMs must undertake periodic evaluations of real estate management processes and operations to identify issues and make timely improvements. ¾ Updating Processes: Based on evaluations and feedback, GMs must update and improve management and operational processes to ensure effectiveness and better satisfy the needs of residents and customers.

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XV. CREATING A POSITIVE WORKING ENVIRONMENT

1. Building a Positive Working Environment ¾ Encouraging Creativity and Cooperation: GMs should foster a working environment that encourages creativity and cooperation among employees. All contributions and initiatives should be valued and encouraged. ¾ Ensuring Health and Safety: GMs must ensure a safe and healthy working environment for all employees, while following labor safety regulations and accident prevention measures.

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Code of professional ethics - General Managers

2. Training and Developing Employees ¾ Professional Training: GMs must ensure all employees receive comprehensive training in job-specific skills and knowledge. Regular and advanced training sessions must be scheduled to update knowledge and increase employee capabilities.

Encouraging Personal Development: GMs must provide opportunities for employees to grow personally and professionally, such as supporting participation in external courses, seminars, and training programs.

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