Agent Service Standards

Introduction

At MyApati, we are committed to maintaining the highest standards of professionalism, integrity, and service excellence. Our Agent Service Standards outline the expectations and responsibilities for all verified agents on our platform. These standards ensure that property seekers receive exceptional service and can trust in the quality of our agent network.

By registering as an agent on MyApati, you agree to abide by these standards and understand that failure to meet these requirements may result in account suspension or removal from our platform.

1. Professional Conduct

1.1 Ethical Behavior

All agents must conduct themselves with the highest level of professionalism and ethical behavior. This includes:

• Honest and transparent communication with clients and property seekers
• Fair and accurate representation of properties
• Respectful treatment of all parties in transactions
• Compliance with all applicable laws and regulations
• Maintenance of confidentiality when handling sensitive client information

1.2 Conflict of Interest

Agents must disclose any potential conflicts of interest and avoid situations that could compromise their objectivity or professional judgment.

2. Property Listings

2.1 Accuracy and Completeness

All property listings must be accurate, complete, and up-to-date. Agents are required to:

• Provide accurate property descriptions, pricing, and availability
• Include high-quality, current photographs that accurately represent the property
• Update listings promptly when property status changes (sold, rented, unavailable)
• Disclose any known defects, restrictions, or issues with the property
• Ensure all property information complies with local regulations and laws

2.2 Property Verification

Agents must verify the accuracy of all property information before publishing listings. This includes confirming ownership, availability, pricing, and property details.

3. Communication Standards

3.1 Responsiveness

Timely communication is essential for excellent service. Agents must:

• Respond to inquiries within 24 hours during business days
• Acknowledge receipt of messages promptly
• Provide clear and helpful responses to property seekers' questions
• Maintain professional communication through all channels (messages, phone, email)
• Keep property seekers informed about property status and availability

3.2 Professional Communication

All communications must be professional, courteous, and respectful. Agents should use proper grammar, clear language, and maintain a helpful and approachable tone.

4. Inspection Management

4.1 Scheduling and Punctuality

Agents are responsible for managing property inspections professionally:

• Confirm inspection appointments promptly
• Arrive on time or notify property seekers in advance of any delays
• Prepare properties for inspection (clean, accessible, presentable)
• Accommodate reasonable rescheduling requests when possible
• Provide clear directions and access instructions

4.2 Inspection Conduct

During inspections, agents should:

• Be present and available to answer questions
• Provide accurate information about the property and neighborhood
• Respect property seekers' time and privacy
• Follow up after inspections to address any questions or concerns

5. Pricing and Fees

5.1 Transparent Pricing

All pricing information must be clear and transparent:

• List accurate rental or sale prices
• Disclose all fees, charges, and additional costs upfront
• Avoid hidden fees or misleading pricing information
• Provide clear information about payment terms and methods
• Comply with fair pricing practices and local regulations

5.2 Commission and Fees

Agents must clearly communicate any commission structures or service fees to property owners and ensure all financial arrangements are documented appropriately.

6. Verification and Documentation

6.1 KYC Requirements

All agents must complete Know Your Customer (KYC) verification:

• Submit valid identification documents
• Provide proof of license or registration (where applicable)
• Complete verification processes promptly and accurately
• Maintain current and updated verification status

6.2 Documentation

Agents must maintain proper documentation for all transactions and listings, including contracts, agreements, and property records.

7. Customer Service Excellence

7.1 Customer Satisfaction

Agents should prioritize customer satisfaction and work to exceed expectations:

• Actively listen to property seekers' needs and preferences
• Provide personalized service and recommendations
• Address concerns and complaints promptly and professionally
• Seek feedback to continuously improve service quality

7.2 Dispute Resolution

Agents must work collaboratively with MyApati support to resolve any disputes or issues that arise with property seekers or property owners.

8. Platform Compliance

8.1 Terms of Service

Agents must comply with all MyApati Terms of Service and platform policies. This includes proper use of the platform, respect for other users, and adherence to community guidelines.

8.2 Account Security

Agents are responsible for maintaining the security of their accounts and must:

• Use strong, unique passwords
• Keep account information confidential
• Report any suspicious activity immediately
• Not share account credentials with unauthorized persons

9. Prohibited Practices

The following practices are strictly prohibited and may result in immediate account suspension:

• Posting fake, fraudulent, or misleading property listings
• Harassing, threatening, or discriminating against property seekers or other users
• Engaging in fraudulent or illegal activities
• Manipulating reviews or ratings
• Circumventing platform fees or policies
• Spamming or sending unsolicited communications
• Violating privacy rights or data protection regulations
• Using the platform for purposes other than legitimate real estate services

10. Continuous Improvement

MyApati is committed to supporting our agents in delivering excellent service. We encourage agents to:

• Participate in training and professional development opportunities
• Provide feedback on platform features and improvements
• Stay updated with industry best practices and regulations
• Contribute to building a trusted and professional agent community

11. Enforcement and Consequences

11.1 Monitoring

MyApati monitors agent activity and compliance with these standards through various means, including user feedback, review systems, and automated monitoring.

11.2 Violations

Violations of these standards may result in:

• Warning notices and requests for corrective action
• Temporary suspension of listing or messaging privileges
• Account suspension pending investigation
• Permanent removal from the platform for serious violations

11.3 Appeals

Agents may appeal enforcement actions by contacting MyApati support with relevant information and documentation. All appeals will be reviewed fairly and promptly.

12. Contact and Support

For questions, concerns, or support regarding these standards, please contact us:

• Email: support@myapati.com
• Help Center: Visit Help Center

We are committed to maintaining these standards and supporting our agents in providing exceptional service to property seekers across Nigeria.