A code of conduct must set out the practices and conduct expected of the staff members of the residence with regard to the residents. It shall also set out the responsibilities of the residents. It may be printed in pamphlet form, as a letter, etc.

The code of conduct must be written down and be familiar to all staff members and residents. It may be posted at the entrance of the residence. Each resident may also have a personal copy.

Respect

• Staff members providing services to residents must show respect to residents, close relatives of residents, and their colleagues.
• With francophone residents, staff members shall use the formal address "vous", unless the resident asks to be addressed by the familiar form "tu". Staff members shall always address residents as Mr, Mrs, Miss or Ms (last name), unless a resident expressly asks to be called by their first name.
• Staff members shall provide care and services to residents in a warm manner, i.e. with gentleness, kindness, politeness and courtesy, but fairly and without exaggeration.
• Staff members' attire must be appropriate and decent.

Right to information and freedom of expression

• Staff members shall assist residents who wish to be represented or to exercise s recourse.
• Staff members shall facilitate access to information, and to the support or assistance of a resident’s close relatives or any person of the resident’s choice.
• Staff members shall allow residents access to their record and provide all the explanations needed for the resident (resident or legal representative) to understand its contents.
• Staff members shall help residents to maintain their contacts outside of the residence.

Discretion

• Staff members shall exercise great discretion with regard to residents and refrain at all times from expressing their grievances aloud or in the presence of residents.
• Staff members shall avoid personal conversations, as well as confidential information about family or financial problems or problems related to their work or the internal operation of the residence.
• Staff members shall be very discreet about any information confided by a resident and shall not, under any circumstances, divulge such information to anybody.

Gifts, legacies and solicitation

• No operator or employee who is neither the spouse nor a close relative of the donor or testator may accept a gift or legacy if the gift or legacy was made while the donor or testator was receiving care or services from the residence.
• Staff members may not solicit gifts of any nature from residents.

Responsibilities of residents

• Residents shall at all time respect the rights and belongings of others and behave according to the normal rules of civility and politeness.
• Residents shall participate in the care and services provided, by collaborating with staff members.
• Residents shall respect the operating rules of the residence.