Read the scope, outcomes and full checklist guidance
The outcome:The business maintains proportionate, truthful and secure records that allow services, decisions, incidents and responsibility to be understood and verified.
EW11.1: Walk and custody records
The business must keep a reliable record of which dogs were in its custody, the responsible walker, collection and return, service type, group, route or location, material changes and notable welfare or behaviour observations. Records must reconstruct responsibility and key events without requiring a particular software system or continuous GPS tracking.
Assessor checklist
Requirement
The business must keep a reliable record of which dogs were in its custody, the responsible walker, collection and return, service type, group, route or location, material changes and notable welfare or behaviour observations. Records must reconstruct responsibility and key events without requiring a particular software system or continuous GPS tracking.
What the Assessor Checks
Trace a sample dog through booking, collection, transport, walk and return.
Compare records with rosters, updates and incidents.
Evidence
Booking, custody, walk, group, route and handover records.
Meets Standard
There is reasonable evidence that the requirement is met consistently in practice and achieves the required welfare, control and integrity outcome.
Action Required
The requirement is not yet demonstrated consistently in practice, or the available evidence is incomplete and requires a proportionate corrective action.
Critical Non-Compliance
Systematic falsification or destruction of material records may be Critical Non-Compliance.
Result:☐ Meets Standard ☐ Action Required ☐ Critical Non-Compliance
Notes: ____________________________________________________________
EW11.2: Client updates, photographs and public claims
Material welfare, behaviour, service and incident information must be communicated accurately and without misleading omission. Routine updates must not imply continuous individual attention where a pack service was provided. Photographs, video, testimonials and location information require appropriate authority and must not compromise supervision, privacy, property security or dog safety.
Assessor checklist
Requirement
Material welfare, behaviour, service and incident information must be communicated accurately and without misleading omission. Routine updates must not imply continuous individual attention where a pack service was provided. Photographs, video, testimonials and location information require appropriate authority and must not compromise supervision, privacy, property security or dog safety.
What the Assessor Checks
Compare client updates with service records.
Review consent, photography practice and safeguards around home or route identification.
Evidence
Communication samples, media consent, privacy settings, complaints and observation.
Meets Standard
There is reasonable evidence that the requirement is met consistently in practice and achieves the required welfare, control and integrity outcome.
Action Required
The requirement is not yet demonstrated consistently in practice, or the available evidence is incomplete and requires a proportionate corrective action.
Critical Non-Compliance
Knowingly publishing sensitive information or fabricated service evidence may be Critical Non-Compliance.
Result:☐ Meets Standard ☐ Action Required ☐ Critical Non-Compliance
Notes: ____________________________________________________________
EW11.3: Privacy, keys, codes and information security
Personal information, dog information, keys, alarm codes, access details and location data must be collected only as reasonably needed, kept secure, accessed by authorised people and disposed of appropriately. Loss, unauthorised access or a privacy breach must be contained, documented and notified as required.
Assessor checklist
Requirement
Personal information, dog information, keys, alarm codes, access details and location data must be collected only as reasonably needed, kept secure, accessed by authorised people and disposed of appropriately. Loss, unauthorised access or a privacy breach must be contained, documented and notified as required.
What the Assessor Checks
Inspect physical and digital controls without requesting unnecessary sensitive data.
Use a lost phone, key or exposed-address scenario.
Evidence
Privacy statement, access controls, key register, retention process and breach records.
Meets Standard
There is reasonable evidence that the requirement is met consistently in practice and achieves the required welfare, control and integrity outcome.
Action Required
The requirement is not yet demonstrated consistently in practice, or the available evidence is incomplete and requires a proportionate corrective action.
Critical Non-Compliance
Deliberate misuse of client access or sensitive information may be Critical Non-Compliance.
Result:☐ Meets Standard ☐ Action Required ☐ Critical Non-Compliance
Notes: ____________________________________________________________
EW11.4: Complaints and fair resolution
The business must provide an accessible complaint process, respond respectfully and within a reasonable timeframe, preserve relevant evidence and protect people from retaliation for raising a genuine welfare or safety concern. Complaint outcomes must identify patterns and improve services. Association membership does not replace the business's own responsibility.
Assessor checklist
Requirement
The business must provide an accessible complaint process, respond respectfully and within a reasonable timeframe, preserve relevant evidence and protect people from retaliation for raising a genuine welfare or safety concern. Complaint outcomes must identify patterns and improve services. Association membership does not replace the business's own responsibility.
What the Assessor Checks
Sample formal and informal complaints, responses and corrective actions.
Check escalation where a complaint involves the owner or manager.
Evidence
Published process, complaint register, correspondence, outcomes, review and escalation route.
Meets Standard
There is reasonable evidence that the requirement is met consistently in practice and achieves the required welfare, control and integrity outcome.
Action Required
The requirement is not yet demonstrated consistently in practice, or the available evidence is incomplete and requires a proportionate corrective action.
Critical Non-Compliance
Threatening, harassing or deliberately retaliating against a genuine complainant may be Critical Non-Compliance.
Result:☐ Meets Standard ☐ Action Required ☐ Critical Non-Compliance
Notes: ____________________________________________________________