Provider Code of Conduct

1. Professionalism & Ethical Conduct

Providers must:

• Maintain a high standard of professional behaviour
• Be respectful in all communication (with clients, staff, and platform users)
• Avoid harassment, discrimination, or threatening language
• Provide honest and accurate representation of skills, credentials, and experience
• Avoid conflicts of interest

2. Legal & Regulatory Compliance

Providers must:

• Hold all required licences and qualifications in their jurisdiction
• Provide services only within their professional scope
• Comply with dental/medical device regulations applicable to their region
• Follow local rules for case design, digital health, and manufacturing
• Ensure their work meets safety and regulatory standards

CaseBench does not validate provider licensing; the Provider holds full responsibility.

3. Data Protection & Confidentiality

Providers must:

• Treat patient information as confidential and protected
• Only use patient data for the specific case assigned
• Access files only through CaseBench tools
• Not download or store unnecessary patient data
• Not transfer data outside CaseBench without authorisation
• Follow CaseBench's Privacy Policy & DPA

Any data breach must be reported to CaseBench immediately.

4. Quality & Safety Standards

Providers must:

• Deliver work that meets industry-quality expectations
• Follow client prescriptions and instructions
• Highlight any clinical or biomechanical risks
• Avoid designs or plans that may endanger patient outcomes
• Respond promptly to revision requests
• Maintain a performance level that meets CaseBench metrics (SLA, revision % etc.)

5. Communication Standards

Providers must:

• Reply to case-related messages within reasonable timelines
• Communicate clearly and professionally
• Seek clarification when instructions are unclear
• Not ghost, ignore, or abandon cases
• Notify clients if deadlines cannot be met

Poor communication directly impacts certification level and case allocation.

6. Non-Circumvention

Providers must not:

• Attempt to bypass CaseBench in order to work directly with clients
• Encourage off-platform communication or payments
• Solicit CaseBench users outside the platform
• Offer incentives to move cases off the platform

Circumvention may result in immediate removal from the platform.

7. Transparency & Honesty

Providers must:

• Accurately represent their abilities and tools they can work with
• Not mislead clients regarding experience or outcomes
• Disclose limitations or areas where they lack expertise
• Maintain correct availability and case volume capacity

8. Prohibited Behaviour

Providers must not:

• Share offensive, discriminatory, or inappropriate content
• Attempt to modify, reverse engineer, or interfere with CaseBench systems
• Share CaseBench's proprietary processes or workflows
• Upload malicious or harmful files
• Provide clinical advice if they are not legally authorised to do so

9. Handling Clinical Risk

Providers must:

• Immediately escalate cases that seem unsafe or unclear
• Flag unreasonable clinician requests
• Never deliver knowingly unsafe or unsuitable digital designs
• Document concerns professionally within the platform

CaseBench may audit Provider work for quality and safety.

10. Certification, Visibility & Case Allocation

Provider visibility on CaseBench depends on:

• Quality scores
• SLA response time
• Revision rates
• Client ratings
• Communication
• Compliance with this Code

CaseBench may adjust ranking, limit visibility, or remove Providers who do not meet standards.

11. Enforcement

Violation of this Code may result in:

• Formal warnings
• Reduced case allocations
• Removal of certification level
• Temporary suspension
• Permanent account termination

CaseBench may take immediate action in cases of safety, fraud, or misconduct.