Cleaner Guidelines

All cleaners registered with PaperTown must maintain the highest professional standards at all times. This includes punctuality, courtesy, thoroughness, and respect for the client's home and belongings.

Cleaners must arrive on time for every scheduled appointment and in appropriate, clean attire. If a cleaner is unable to attend a booking, they must notify both the client and our office as early as possible so that a replacement can be arranged.

Every cleaner undergoes a rigorous screening process before being registered with PaperTown. This includes a national police check, verification of at least two professional references, identity verification with original documentation, and a practical cleaning skills assessment.

Our screening process is one of the most thorough in the industry and is designed to ensure that only trustworthy, skilled, and reliable cleaners are matched with our clients.

For regular scheduled cleans, clients provide the cleaning products and equipment. This ensures that products suited to your specific surfaces and preferences are used in your home.

For once-off cleans, including deep cleans and end-of-lease cleans, cleaners bring professional-grade, eco-friendly products that are safe for children and pets. If you have specific product preferences or allergies, please let us know when booking.

Keys provided by clients are kept in a secure, locked key safe at our office. All keys are number-coded only, with no name, address, or other identifying reference attached to them.

Strict lost key procedures are enforced. In the unlikely event that a key is misplaced, the client is notified immediately and all costs associated with replacing locks are covered under our insurance policy.

Cleaners must maintain complete confidentiality regarding all client information, including property details, personal belongings, security arrangements, and any personal information encountered during the course of their service.

Any breach of confidentiality is treated as a serious matter and may result in immediate deregistration from our service.

Regular quality checks are conducted through follow-up calls, client surveys, and periodic inspections. Client feedback is monitored closely and any concerns are addressed promptly.

Cleaners who consistently receive positive feedback are recognised and rewarded through our recognition program. Cleaners who receive repeated complaints are counselled, retrained, or, if necessary, removed from our register.

Cleaners must not bring any unauthorised persons, including children or friends, to a client's property. They must not use the client's personal items such as phones, computers, or food without explicit permission.

Cleaners are required to report any pre-existing damage observed before they begin cleaning. They must follow all Occupational Health and Safety (OH&S) guidelines, including the safe use of chemicals and equipment, and must not work at heights or perform tasks outside the agreed scope of service.

Smoking, consumption of alcohol, or use of illicit substances on a client's property is strictly prohibited.

We welcome all feedback, both positive and constructive. If you are not completely satisfied with a clean, please contact us within 24 hours and we will arrange for a complimentary re-clean or an alternative resolution.

You can reach us by email at papertown189@gmail.com. Our customer care team is available Monday to Friday, 8:30 am to 5:00 pm AEST.