Ethics & Diversity – Code of Conduct – Customers
Focus on Integrity for our Customers
Our customers are the center of our business. Meeting their needs and expectations is critical for our success.
Advertising
We present clear and accurate information about our pricing, services, and products. We don’t exaggerate, mislead, omit or lie. We never resort to deceptive advertising to gain an advantage over our competitors. While it is fair to make accurate comparisons between ourselves and our competitors when discussing our services and products, we do not criticize or misrepresent the services or qualifications of our competitors.
Bribes and Kickbacks
We never offer, give, ask for, or take any form of bribe or kickback. We want our customers to use our services and products because of their value, not because they have received “something extra” on the side. A bribe or kickback is the giving or accepting of money, fees, commissions, credits, gifts, favors, or anything of value, which is either directly or indirectly provided in return for favorable treatment. Bribes or kickbacks in any form will not be tolerated.
Commercial Customers: Contracting
We develop and provide services and products that meet or exceed the requirements of our customers and do so at a fair price. We negotiate in good faith, adhere to our contracts, and resolve disputes promptly. Waste Management employees, agents, consultants and subcontractors compete for, negotiate and perform all contracts in a fair and ethical manner, without discrimination or deception, and in strict compliance with applicable laws, regulations and the terms of the contract.
Commercial Customers: Gifts
We compete solely on the merits of our products and services. We do not persuade commercial customers to purchase from us by offering gifts, meals or entertainment.
We may provide advertising novelties, promotional items of a nominal value, or modest gifts if:
- The gift does not conflict with the standards of the recipient
- This happens only occasionally
- The gift was not solicited
- Open disclosure of the gift would not embarrass our company, the recipient, or any of the individuals involved
- Gifts in excess of $100.00 (U.S.) must be approved in advance by a Waste Management vice president
- Cash gifts are never acceptable.
Commercial Customers: Entertainment
We may offer business meals or entertainment to a commercial customer when entertaining. Remember, when entertaining:
- A Waste Management employee should be present and act as host. This is the best way to promote a lasting business relationship.
- The activity should be of reasonable value and occur infrequently.
- Moderation and appearance is the key. As a rule of thumb, employees should never spend more on entertaining a customer than they would reasonably spend on themselves. (Note: The $100.00 (U.S.) gift rule does not apply to entertainment.)
Government Customers: Contracting
Detailed laws and regulations control how we do business with the government. When we bid on or perform government contracts, we strictly comply with their requirements, including their rules on gifts, gratuities, meals, accuracy in reports and claims, and conflicts of interest.
Government Customers: Gifts and Entertainment
Most government officials are prohibited from accepting any gifts, gratuities or entertainment, regardless of value. Waste Management employees who interact with government officials and employees should never give anything of value to a government employee unless they have received advanced permission to do so from the Legal Department, the Government Affairs Department, or the Business Ethics and Compliance Department.
When we focus on integrity for our customers, we:
- Provide quality and reliable products and services
- Meet or exceed their expectations
- Communicate honestly and fairly
