Step-by-Step App Guide:

      1.Login:

• Use the User ID and Password provided by the Proprietorship / Agency / Company to log in to the app.

• Check Task List:

• The Dashboard will have different sections such as “New Tasks”, “Assigned Tasks”, “Pending Tasks”.
  • Click on a task → Read the task details
  • The details to be verified will include the customer’s name, address, contact number, work date/time, and nature of the task.

2. Work Start Process:

• Accepting the Task and Arriving on Time:

• Task details will be provided by the Proprietorship / Agency / Company through the Mobile App, CRM Portal, What’s App, or Phone Call.
• After receiving the task, you must “Accept” or “Confirm” it. (Click on “Accept Task” or “Confirm” button in the App, reply “Yes” on What’s App, or give verbal consent over the phone call.)

• Time Management:

• After accepting the task, you are expected to arrive at the customer’s location within 30 minutes.
• If there is a delay, it is mandatory to provide the “Delay Reason” in the App, What’s App, or CRM. (e.g., “Heavy Traffic”, “Vehicle Breakdown”)

• Check-in Process:

• Once you arrive at the customer’s location, you must “Check-in” via the App, CRM, or What’s App.
• This ensures that both the Proprietorship / Agency / Company and the customer are aware of your presence.

3. Customer Consent Importance:
   • Always get the customer’s consent before starting any work.
   • If the Customer Requests Additional Work After the Task Has Begun (e.g., switch plate, light fitting):

• Get separate consent from the customer for the additional work.
• If necessary, ask for a photo or voice message related to the new task.
• Provide the details of this new task to the Proprietorship / Agency / Company and follow their further instructions.
  • You must obtain the customer’s approval before starting any old, new, or extra work (via App or What’s App photo). This approval can be used as evidence in case of a dispute.
  • Inform the agency beforehand before proceeding with the additional work.

4. Task Handling and Documentation:

• Enter Task Information in the App:

• Record the tools used, brand, and warranty details in the App. (e.g., “Installed 16A Anchor Switch – White – 1 Yr Warranty”).
• Clearly mention which parts were replaced/added.
  • Upload Photos and Videos:
• Upload photos of the work before and after it’s completed. (At least 2 photos – Before & After).
• Upload photos in the “Upload Photo” or “Add Media” section in the App.
• For larger or client-sensitive tasks, take a short video as well.

5. Post-Completion Process (Check-Out):
   • When Completing the Task:

• Wait for feedback or a “Done” confirmation from the customer.
• After the task is completed, press the “Task Completed” or “Done” button.
• If the customer has made a payment, record it in the App (e.g., “Cash Collected ₹500”).
• The task will not be considered complete unless feedback from the customer and the final photo or payment details are received.
  • Check-Out:
• After completing the task and leaving the customer’s location, make sure to “Check-out” using the Mobile App, CRM portal, or What’s App.
• This will create a log indicating that the task is complete.

6. Task-Related Rules and Policies:
   • Anything recorded in the App/CRM serves as evidence for any future complaints or disputes.
   • The task will remain in “Open” or “Pending” status in the App until it is completed.
   • Your work must be securely documented – this protects both you and the Proprietorship / Agency / Company.

7. Payment and Transactions:

• All payments will first be deposited into the Proprietorship / Agency / Company’s account. The agreed amount will then be deposited into the employee’s bank account within 1/2/7/15/30 days (as per the Proprietorship / Agency / Company’s policy).
• If the customer makes a cash payment, immediately register it in the CRM / App. If it is not recorded, the Proprietorship / Agency / Company will not consider that amount as valid.

8. Materials and Equipment during the Task:

• It is mandatory to carry essential basic tools (tester, pliers, screwdriver, etc.) with you.
• If additional or larger materials are required, inform the agency beforehand.
• After every task, check all your equipment. If anything is lost, the responsibility will lie with the employee.

9. Safety and Legal Matters:

• Sharing or leaking customer information is a crime. If rules are violated, immediate termination and legal action will be taken.
• If any damage or accident occurs, immediately inform the agency. Do not make decisions on your own.
• Consumption of alcohol, drugs, or involvement in disputes is strictly prohibited. Misbehavior may result in police complaints.

10. Customer Feedback and Complaints:

• If there is any complaint from the customer, it is mandatory to forward it to the Proprietorship / Agency / Company instead of responding yourself.
• After each task, the Proprietorship / Agency / Company will send a short Feedback Form via What’s App. Filling and sending it back is mandatory.
• After5 successful tasks are completed in a particular area, and the customer gives a rating of 4+ stars, a “Local Expert” badge may be awarded.

11. Dress Code and Identification:

• If the Proprietorship / Agency / Company has provided an identity card and uniform, it is mandatory to wear them. This increases customer trust.
• When going to work, it is essential to wear clean and appropriate clothes (preferably the Proprietorship / Agency / Company T-shirt/jacket). Avoid wearing torn, disorganized, or inappropriate clothing.
• Upon reaching the customer’s location, it is necessary to show your ID card. If your ID is lost, report it immediately.
• Ensure clean clothes, proper grooming (maintain your hair and beard neatly), and maintain body odor-free hygiene during work.
• If you have been given an “All Secure” badge, T-shirt, or ID card, wearing them while working is mandatory. This helps build customer trust.

12. Emergency Situations / Immediate Actions for Safety:

• Immediately stop work and advise the customer to maintain a safe distance. Call the Proprietorship / Agency / Company’s helpline immediately. This will allow the company to take quick action.
• If necessary, turn off electrical panels and advise the customer to stay away. Avoid any negligence yourself.
• If you need technical help while working in a particular area, contact the Proprietorship / Agency / Company’s helpline immediately.
• If any issue, accident, health problem, or other obstacle arises while on the job, immediately notify the agency.
• In case of any accident, damage to items, or mistakes, report it to the agency without making it public. The agency will take appropriate action.

13. Special Rules for Night Calls:

• For such tasks, it is necessary to have a clear request from the customer and confirm the location.
• If the customer is a woman, ensure the presence of another person for safety.
• Whenever possible, take an assistant along with you for night tasks.

14. Upgrade and Training Policy (Training and Performance Review):

• A small technical training session will be held every month, and an online training video will be shared via What’s App. Watching the video and completing the quiz is mandatory to earn a bonus.
• To achieve Senior Electrician Level, 100 tasks and a 90% rating are required.
• After each task, an internal review will be conducted based on completion, time, photos, and feedback. The top 3 electricians will be eligible for recognition and a bonus each month.
• The Proprietorship / Agency / Company organizes short training sessions on topics like What’s App, CRM App, Google Maps, and UPI usage. Participation in these sessions earns the “Smart Worker” badge.

15. Absence / Avoiding Work:

• If there is no response within 15 minutes after a task is assigned, the task will be reassigned to another person, and the employee will receive one warning. Continuous unavailability may result in removal from the employee list.
• After accepting a task, try not to cancel it. Frequent cancellations will lead to the account being blocked for one day. A valid reason must be provided through the “Cancel Reason” button.
• If you do not wish to accept tasks, inform the “Off Duty” bot. Avoiding work or not answering calls is considered irresponsible.

16. Task Escalation Process:

• If you cannot reach the task location within 15 minutes, you are required to use the “Delay” button to notify the reason.
• If the task is abandoned without completing, it will be reassigned to another employee, and this will be noted as negative performance.

17. Contacting the Proprietorship / Agency / Company Representative:

• In case of technical issues, customer disputes, or emergency tasks, immediately contact the Proprietorship / Agency / Company representative. Responses will be given within 15 minutes for messages received between 9 AM and 9 PM.

18. Professional Communication:

• When calling customers, politely introduce yourself by saying, “This is [your name] from All Secure Solutions.” If necessary, provide the code or Task ID that the agency has sent. Always end the conversation with, “Thank you, I am here to serve you.”
• If the customer doesn’t pick up, leave a message on What’s App saying, “I called for your task, please get in touch.”
• Do not use offensive, humorous, or informal language on What’s App/SMS.
• Communicate with customers in local languages (Marathi, Hindi, or English). Your communication should be polite, respectful, and clear. Use a professional tone in your messages.

19. Improving Customer Experience (Customer Delight):

• If a small task can be completed quickly without much time, consider making a small adjustment with the customer’s permission (e.g., fixing a loose wire). This could be beneficial for you.
• After completing the task, say, “Thank you, your satisfaction is important to us.” This can help you secure future work from the same customer.

20. Safety Kit and Uniform:

• Every employee must carry gloves, insulation tape, an LED torch, and basic first aid supplies.
• If the Proprietorship / Agency / Company has provided these items at your expense, they must be properly maintained.
• After completing the work, it is important to clean the work area a little. This creates a positive impression in the customer’s mind.

21. Separate Process for Seasonal Tasks:

• Extra tasks may be assigned during Diwali, Ganpati, Christmas, etc. – A Special Bonus Scheme will be implemented on these days.
• If these tasks are accepted, a special allowance will be provided for that day.

22. Mobile and Data Usage Policy:

• It is important to keep your mobile phone charged. If the mobile is off or unreachable during the task, it may hinder the receipt of future tasks.
• Your mobile data must be on. An internet connection is necessary for CRM App/Bot updates. If updates are missed due to a lack of internet, it will be the employee’s responsibility.

23. App/CRM Notifications:

• When you receive a ‘Task Reminder’ notification, read it immediately. Sometimes tasks may come up unexpectedly, and in such cases, it’s essential to pay attention to notifications quickly.

24. Pay Cut Conditions (When Will Payment Be Cut):

• Incorrect photos, time mismatches, failure to update the task, failure to report on time, or if there is a customer complaint, the payment for the related task may be cut.
• If the previously stated rules are violated twice (non-compliance), bonuses or rewards may be withheld.

25. Practical Rules:

• Be polite with customers, keep the house clean, and always maintain calm communication without using offensive language or arguments.
• Avoid talking loudly on the phone while at the work site. Maintain professionalism in front of the customer. Do not eat, drink, or engage in idle conversation in the customer’s space. Respect the customer’s privacy.
• If a customer behaves poorly, do not argue with them. Leave calmly and report the issue to the agency. Responding or negotiating with the customer is prohibited.
• It is strictly prohibited to offer personal services, phone numbers, or business cards while working on tasks for the Proprietorship / Agency / Company.

26. Repeat Task and Service Warranty:

• If a complaint is made within 3 days after task completion, the Proprietorship / Agency / Company may assign the task again, and no additional compensation will be given for this.
• If the customer reports a new issue within 24 hours after task completion, the agency will make a decision. If necessary, you may have to perform the task again for free.

27. Work History & Profile Visibility:

• The Proprietorship / Agency / Company will maintain a history of every task — hence, always submit task reports and photos on time.
• If customers mark your profile as “Frequent Tech,” you will be given priority for future tasks.

28. Client Response Protocol:

• If you receive a star rating of 3 or below, the agency will contact you to understand the reason. If it happens again, tasks in that area may be temporarily stopped for you.
• If you already have a task assigned and wish to take another task on the same day, you must first get approval from the agency.
• Cancelling a pre-assigned task may affect your future task assignments.
• If you delay or fail to show up for a task twice in a week, your account will be put on hold for 3 days.
• Urgent or Express tasks must be accepted within 15 minutes. Ignoring them twice will result in you not receiving Urgent tasks for some time.
• If a customer pays extra by mistake or gives any device by error, inform the agency immediately. This builds trust and increases chances of future assignments.
• If another technician is present at the same site, you are expected to work politely and cooperatively. Lack of team spirit may require you to undergo further training from the Field Supervisor.
• If you get injured or feel unwell during work, stop immediately and contact the agency. Registration for the Proprietorship / Agency / Company’s ‘First Response Kit’ program is free.
• Successfully completing more than 20 tasks in a month may earn you a small bonus. All tasks must be verified for eligibility.
• The agency will provide professional What’s App status posts every week. It is optional to put them on your status, but doing so may help you get more tasks in your location.
• If a customer refers you to another person due to good service, you may get a small referral bonus. The referral must be mentioned in the Customer Feedback under “Referred By.”
• Once you agree to a task, it is expected that you will complete it. Not reaching on time or leaving the task incomplete may reduce your future task opportunities.
• It is the technician’s responsibility to ensure the safety of the customer’s belongings while working. The agency will not be held responsible for any damage.

29. Monthly Performance Summary:
    • At the end of each month, your work summary (number of tasks completed, ratings received, feedback, etc.) will be sent to you via What’s App in PDF format.
    • This report will be used to decide your promotion and eligibility for the “Local Expert” position.

30. Company Loyalty / Bonus / Rating & Reward:

• Employees who remain consistently active every month will be awarded a Loyalty Badge. This will qualify them for future “Senior Tech”
• Employees who complete fewer tasks but consistently give Regular Feedbackand Proper Photo Updates will be promoted as “Star Worker.”
• If you receive 5-star ratings from 5 different customers, you may get a bonus!
• Every month, the Top Performerwill receive a Recognition Certificate, Amazon Voucher, or Bonus.
• Your work quality and disciplinerepresent the Proprietorship / Agency / Company. Always complete your tasks honestly, neatly, and on time — this will help you get more work, better recognition, and bonuses!

31. Task Suggestion Bonus: Referral Bonus:

• If you identify another necessary task at a customer’s home and inform them, and the customer books that task, you will receive a “Suggestive Bonus.”
• However, this bonus will be given only if the customer explicitly confirms your suggestion.