The practice of professional marketing is a must in the QNET business.
Find out how we ensure that our Independent Representatives comply with local laws and regulations.
How do you control the activities of your sales representatives? Are they all independent?
Once again, it’s important to remember that IRs are not employees of the company and cannot be called “sales representatives”. They are independent representatives, running their own business. As a company, QNET always ensures compliance with local laws and regulations.
When a customer decides to become an IR, he must sign and agree to a comprehensive Policies & Procedures document that provides the guidelines for conducting the business in an ethical manner. The company provides a wide variety of marketing collaterals such as magazines, newsletters, brochures, product profiles and videos to help the IR promote QNET’s products.
WE conduct regular training programmes in different countries to educate IRs on QNet’s compensation plan, business model, products and, most importantly, the importance of ethical and professional marketing.
There are also ethical and professional guidelines, which all IRs have to adhere to without exception. If disciplinary or other issues arise, they are dealt with strictly. Disciplinary action can range from having to show cause to the complaints or charges levelled, leading to suspension and/or termination.
We also have a well-established Network Compliance Department (“NCD”) that is assigned to monitor network behaviour and ensure that IRs are conducting their business professionally and ethically. The NCD thoroughly investigates all complaints or claims against our IRs, and appropriate action is taken based on the findings of such investigations.
What does QNet do to prevent mis-selling and misrepresentation?
QNET has a strong code of ethics for IRs to model their behaviour on. We also have a dedicated training program titled QNETPRO that focuses on teaching IRs the basics of the QNET business, the Do’s and Don’ts, building a sustainable business through ethical practices and being a professional business leader.
At QNET, we pursue a zero-tolerance policy for any misrepresentation or unethical practices of Independent Representatives (IRs) promoting the business. Genuine complaints are dealt with firmly. In fact, over a period of the last 5 years, the company has terminated over 750 IRs who have been found to be in violation of our policies and procedures. We have a well-established redressal system for addressing any IR/customer complaints including misrepresentations by the IRs. There is a dedicated network compliance department that monitors the network of Independent Representatives.
However, we can only take action if the complaint or grievance is brought to the company’s attention. We have a very clear 30-day refund policy. If a person has been fraudulently made to purchase a product and registered as a distributor, without realising what they were getting into, they can cancel their order and terminate their contract with us within the 30-day period, and give us the details of the person who misled them. We will refund the person and take necessary action against the person who misrepresented.
Are your sales representatives obliged to pay tax?
All our IRs are bound by the laws, rules and regulations of the countries in which they live and work. It is their obligation to pay any taxes or levies, as required by local laws. This is conveyed in our Policies and Procedures.
Who is responsible for resolving customer issues when there are problems, QNET or your IRs?
If any customer has a product or service-related grievance, QNET will take full responsibility for it. We have a multilingual customer contact centre that deals with customer grievances through phone and e-mail. Details of our customer support, known as the Global Support Group (GSG), are available on our website. Currently we serve our customers in 15 languages.
Are independent representatives free to determine the price of the products?
Our IRs do not ‘sell’ the products and services in the traditional manner. They just have to refer our products and services to prospective customers and are compensated in commissions when such customers make a purchase and in accordance with our compensation plan. Product prices are fixed. An IR cannot control or influence pricing in any way. A new customer makes the purchase directly from the company.