The marketing guidelines for CIVIQUO network agents require them to provide accurate and fair information in their marketing materials, and to use genuine, verifiable reviews and endorsements.
The guidelines prohibit discrimination in marketing and require agents to protect personal data and comply with data protection laws.
The overall spirit of the guidelines is to ensure consistency, professionalism and ethical conduct within the CIVIQUO network, in addition to requiring agents to comply with relevant laws and regulations on marketing and advertising.
CIVIQUO conducts an annual audit to evaluate the marketing standards of its agents.
CIVIQUO requires its network agents to provide accurate, fair, and legal information in all marketing and promotional materials. To ensure the information provided is reliable, network agents must be able to verify all claims and provide evidence. Disclaimers and small print must be prominently displayed and the information provided must be clear and easy to understand.
Network agents must only use genuine, verifiable, and relevant reviews and endorsements in marketing and promotional materials. These must be authorised by the person concerned and presented as opinions rather than facts. Network agents must be able to prove the reviews and endorsements are real and have documentary evidence. Clients must be informed that the presentation of reviews and endorsements is a marketing communication.
Marketing and promotional materials must not include any discriminatory content or behaviour. Network agents must not participate in campaigns that exploit or offend people on the basis of race, ethnicity, religion, sexual orientation, marital status, age, or any other characteristic.
Marketing and promotional materials must be respectful of all countries and cultures. They must not contain degrading or stereotyped representations or encourage unlawful or unethical actions. Materials must not exploit personal unfortunate circumstances.
Network agents must protect the personal data of individuals and comply with relevant laws and regulations on data protection. Network agents must inform individuals of the purpose of data collection, the types of personal data collected, the recipients or categories of recipients, and the individuals’ rights to access and rectify their personal data.
Network agents must collect and process personal data fairly and lawfully, and only for the purpose for which it was collected. Personal data must be kept accurate, up-to-date, and relevant to the purpose. It must also be kept in a form that allows the identification of individuals for no longer than necessary.
Network agents must implement appropriate technical and organizational measures to protect personal data from accidental or unlawful destruction, loss, alteration, unauthorized disclosure, or access. Network agents must inform individuals of their rights in relation to data protection and respect their requests to access or rectify their personal data.
Network agents must report any breach of personal data protection to the relevant authorities and to the individuals concerned, if required by law. Network agents must cooperate with the relevant authorities and provide necessary information for the investigation of a personal data protection breach.
Network agents must engage in ethical marketing practices and avoid behaviour that could harm the reputation of CIVIQUO or the investment migration industry. Network agents must not use deceptive or manipulative marketing techniques, including making false claims.
Network agents must not engage in marketing activities that could be perceived as unethical or unprofessional, such as targeting vulnerable individuals, using offensive language or images, or presenting investment migration services as a guarantee of success or a solution to all problems.
Network agents must disclose any conflicts of interest and avoid activities that could compromise their impartiality or objectivity. Network agents must disclose any commissions, fees, or other benefits they receive for marketing CIVIQUO’s services.
Network agents must comply with all relevant laws and regulations on marketing and advertising, including those related to advertising standards, consumer protection, and privacy. Network agents must not engage in activities that could violate these laws or put CIVIQUO’s license or registration at risk.
Network agents must cooperate with CIVIQUO and follow its marketing guidelines and policies. Network agents must inform CIVIQUO of any changes to their marketing materials and seek approval before using new materials or techniques.
Network agents must provide high-quality services to clients and conduct themselves in a professional manner. Network agents must be knowledgeable about CIVIQUO’s services and the requirements and processes for acquiring residence or citizenship by investment. They must provide accurate, up-to-date information to clients and answer their questions in a timely and satisfactory manner.
Network agents must respect client confidentiality and protect their personal and financial information. They must not disclose confidential information to third parties without the client’s consent, unless required by law or to prevent harm.
Network agents must maintain a high level of professionalism in their communication and interactions with clients. They must be polite, respectful, and courteous, and avoid rude, aggressive, or unprofessional behaviour.
Network agents must respect client decisions and not pressure or coerce them into making a decision or accepting a specific service. They must inform clients of all available options and let them make an informed decision based on their needs and preferences.
Network agents must maintain the highest standards of integrity and avoid actions that could bring disrepute to CIVIQUO or the investment migration industry. They must not engage in illegal or unethical activities, such as fraud, bribery, money laundering, or tax evasion.
Network agents must cooperate with CIVIQUO and follow its code of ethics and professional conduct. They must inform CIVIQUO of any client complaints or concerns and resolve any issues in a timely and satisfactory manner. They must also report any misconduct or violations of these marketing standards to CIVIQUO.
Network agents must provide a system for handling client complaints and disputes. They must inform clients of the procedures for lodging complaints and the available channels for resolving disputes. Network agents must handle complaints and disputes in a timely and professional manner, keeping clients informed of progress and the outcome of their case.
They must investigate complaints and disputes thoroughly and provide a fair and unbiased resolution in line with applicable codes of ethics and professional conduct. Network agents must cooperate with CIVIQUO and provide information and documents for the investigation of complaints and disputes. They must inform CIVIQUO of any complaints or disputes received from clients and follow its procedures for handling and resolving these cases. Network agents must comply with decisions or orders issued by CIVIQUO or relevant authorities in relation to complaints and disputes. They must inform clients of their rights to seek external dispute resolution, such as mediation, arbitration, or legal action.
CIVIQUO monitors and enforces compliance with these marketing standards by network agents. This includes establishing procedures and mechanisms for regularly reviewing and assessing the marketing activities and materials of network agents. CIVIQUO investigates any complaints or concerns raised by clients or third parties regarding the marketing practices of network agents. Appropriate action will be taken, such as warning, reprimanding, suspending, or terminating the membership of network agents who violate these marketing standards or applicable codes of ethics and professional conduct. CIVIQUO will also cooperate with relevant authorities and review and update these marketing standards periodically.
CIVIQUO may change these marketing standards from time to time. Any changes will be shared with network agents and will become effective when they are published on CIVIQUO’s website or other designated channels. Network agents must regularly check for updates and follow any new or revised guidelines. They must let CIVIQUO know about any changes to their marketing practices and get approval before using new materials or techniques.
Network agents must cooperate with CIVIQUO and follow its guidelines and policies for implementing and enforcing these marketing standards. If they have trouble complying, they should let CIVIQUO know and seek support.
CIVIQUO reserves the right to end the membership of network agents who do not follow these marketing standards or applicable codes of ethics and professional conduct. Network agents who are terminated by CIVIQUO may not be able to join the network again in the future.
Download the Marketing Standards Questionnaire
and submit the completed questionnaire at [email protected]
CIVIQUO is committed to upholding the highest standards of professionalism and ethical conduct in marketing practices within the residence and citizenship by investment industry.
We believe that maintaining these standards is essential for the betterment of the industry and for building trust and credibility with clients, and amongst the agents forming part of our network.