1. Purpose To ensure all merchants (caregivers, nurses, support givers) under the Careturn platform deliver services that uphold safety, professionalism, dignity, and the independence of every user.

 

This Code sets the minimum standards of behaviour, competence, and ethics expected of every merchant, which include nurses, caregivers and support givers.

 

This Code of Conduct will be updated as and when necessary to ensure the services offered under the Careturn platform are delivered professionally and safely.

 

A. Professional Conduct and Duty of Care

 

1. Perform all caregiving tasks diligently, safely, and competently within the scope of your training and authorisation.

 

2. Always place the user’s health, safety, and welfare above personal convenience.

 

3. Follow the care plan agreed upon with the user and platform. If you are unsure or unqualified for a task, escalate immediately to your Mentor or management.

 

4. Avoid actions that may cause physical, emotional, or financial harm to the user.

 

B. Respect, Dignity & Independence

 

1. Treat every user with respect regardless of age, gender, race, religion, disability, or background.

 

2. Preserve the user’s dignity and privacy at all times (e.g. during bathing, dressing, or toileting).

 

3. Encourage independence in daily activities — do not unnecessarily take over tasks the user can safely perform.

 

4. Use courteous, respectful, and professional language at all times.

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C. Confidentiality & Data Protection

 

1. All personal information and health data must be kept strictly confidential and handled in compliance with Malaysia’s PDPA 2010 and Careturn’s privacy policy.

 

2. Do not record, photograph, or share user’s details, images, or situations on social media or messaging apps unless expressly authorised.

 

3. Only use data-logging or reporting tools through the Careturn app/system.

 

D. Safety & Hygiene

 

1. Observe infection control, hygiene, and safety standards (hand washing, PPE, proper waste disposal).

 

2. Maintain a clean and safe environment during service.

 

3. Report any hazards, accidents, or incidents immediately to the Mentor and Careturn management.

 

4. For user with medical needs, follow all safety protocols related to wound dressing, mobility aids, or feeding (only if you are certified to perform such duty).

 

E. Communication & Reporting

 

1. Communicate clearly, calmly, and respectfully with user, his/her family members, and other caregivers.

 

2. Provide accurate updates on service progress, incidents, or changes in user’s condition.

 

3. Complete all reports and logs truthfully and promptly in the Careturn system.

 

F. Professional Boundaries & Integrity

 

1. Maintain professional boundaries at all times. Do not engage in personal, romantic, or f inancial relationships with user.

 

2. Do not accept money, gifts, tips, or favours from user without prior platform approval.

 

3. Avoid conflicts of interest — disclose any personal relationship or connection to the user.

 

4. Respect user’s property; do not remove or use any belongings without permission.

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G. Competency & Training

 

1. Attend all mandatory trainings and refresher sessions conducted by Careturn or approved trainers.

 

2. Keep professional certifications up to date and share proof when required.

 

3. Be open to feedback, mentoring, and performance review to improve service quality.

 

H. Use of Technology & Platform Integrity

 

1. Use only Careturn’s approved platform, app, or communication channels for job acceptance, reporting, and payment.

 

2. Do not bypass or negotiate private arrangements outside the platform.

 

3. Protect login credentials and data access; never share your merchant’s account with others.

 

I. Compliance with Law & Platform Policy

 

1. Adhere to all applicable Malaysian laws, regulations, and platform policies.

 

2. Cooperate fully with any investigation, audit, or disciplinary inquiry by Careturn or authorities.

 

2. Prohibited Acts (Things NOT to Do During Service) The following actions are strictly prohibited and may result in disciplinary action, suspension, or termination from the platform.

 

A. Professional Misconduct

 

1. Performing any medical or nursing procedures (e.g. injections, catheterisation, NGT feeding, wound suctioning, stoma care) without proper training, certification, or written authorisation.

 

2. Administering medication unless expressly authorised and documented by the platform.

 

3. Giving medical, psychological, or financial advice beyond your qualifications.

 

4. Ignoring a user’s emergency or failing to report incidents promptly.

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5. Sleeping or being inattentive while on active duty.

 

B. Abuse, Neglect & Harassment

 

1. Any form of physical, verbal, emotional, or sexual abuse or harassment is strictly prohibited.

 

2. Discriminatory language or behaviour on the basis of race, religion, gender, or disability is not tolerated.

 

3. Neglecting a user(s) or leaving them unattended in situations of foreseeable risk (e.g. during transfers, showers, or meals).

 

4. Engaging in romantic or sexual relationships with user(s) or their family members.

 

C. Financial & Property Misconduct

 

1. Soliciting or accepting cash, tips, gifts, or loans from user(s) or their family members without written approval.

 

2. Borrowing or lending money to user.

 

3. Stealing, misusing, or removing any property, food, or belongings from a user’s premises.

 

4. Entering into private side agreements or off-platform deals for nursing / caregiving / support giving services.

 

D. Data & Privacy Violations

 

1. Taking photos, videos, or recordings of user without explicit consent.

 

2. Sharing user’s data or personal information through WhatsApp, Facebook, or other unapproved channels.

 

3. Using user’s data for marketing or personal gain.

 

4. Falsifying digital records, attendance logs, or reports.

 

E. Health, Safety & Substance Abuse

 

1. Attending work under the influence of alcohol, drugs, or any medication that impairs performance.

 

2. Using or possessing illegal substances during assignments.

 

3. Bringing weapons or dangerous objects to user’s premises.

 

4. Failing to maintain proper hygiene or infection-control practices.

 

F. Scope & Representation

 

1. Offering unauthorised services specifically prohibited by the Careturn platform.

 

2. Misrepresenting your qualifications, experience, or certification to users.

 

3. Providing medical opinions or altering prescribed care plans without approval.

 

4. Using another merchants’s profile or letting another person use your account.

 

G. Technology Misuse & Platform Integrity

 

1. Engaging in off-platform transactions, communications, or recruitment of users away from Careturn system.

 

2. Manipulating job logs, time sheets, or performance data.

 

3. Sharing your Careturn login credentials or device with others.

 

4. Posting or publishing negative, confidential, or defamatory content about users or the platform.

 

H. Disciplinary Consequences

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• Minor breaches → Verbal/written warning and mandatory retraining.

 

• Serious or repeated breaches → Immediate suspension, termination, or report to authorities.

 

• Material misconduct (include but not limited to, e.g. theft, abuse, fraud, sexual harassment, major PDPA breach) → Immediate termination and potential legal action.