Code of Ethics of The Petrova Experience
  • Code of Ethics

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    This Code of Ethics (“Code”) of ThePetrovaExperience is a statement of the organization’s common values and of our common commitment to promote the highest possible standards of professional business conduct for the mutual benefit of the Customer Experience industry and for the ultimate benefit of the consumer.


    The business purpose of ThePetrovaExperience is to empower brands and individuals to deliver exceptional customer experience that drives loyalty, advocacy, and brand love through attention to andmanagement of all customer touchpoints



    ThePetrovaExperience , by adopting and enforcing this Code, seeks to maintain and enhance the reputation of our organization and of our Members within the customer experience industry and to enhance the ability of our Members to deal with one another and their customers fairly and equitably and with mutual confidence and trust. In enforcing this Code, ThePetrovaExperience will consider only valid, substantive complaints from an active Member, and will submit those complaints for resolution per the Complaints Procedure detailed below.


    As ThePetrovaExperience Members, we have responsibility to the customer experience industry and, in particular, to our customers, personnel and the company. We hereby agree to:

    • Maintain the highest standards of business conduct by using only legal and ethical means in all business activity.
    • Actively promote and encourage the highest level of integrity within the customer experience industry.
    • Cooperate in every reasonable and proper way with other Members and work with them toward the advancement of the customer experience field.
    • Be fair, equitable and respectful to employer(s), employees, associates, competitors, customers, the public, and all business or professional relationships.
    • Treat all customers and business partners honestly, fairly and objectively.
    • Commit to the development and use of the highest standards and practices for the marketing and sale of customer experience services and products.
    • Observe all applicable state, federal, foreign or international laws and regulations pertaining to the design, implementation, promoting and selling of customer experience technology.
    • Provide a safe working environment.
    • Avoid knowingly dealing with those who use any forced labor, whether in the form of prison labor,
      indentured labor, bonded labor or otherwise exploitative working conditions.
    • Avoid any unfair or deceptive practice and always present our products and services in an honest and forthright manner.
    • Be responsive to and available for customers before, during and after the sale.
    • Provide proper, fair and reasonable service to customers including, but not limited to, after-sales service in accordance with best industry practices.
    • Refrain from discriminatory practices in dealing with our employees, providers and customers.
    • Respect the rights of others concerning their intellectual property such as patents, copyrights, trademarks and trade secrets and, if any innocent breach occurs, promptly address and rectify any such breach.
    • Comply with all laws concerning antitrust and competition and all laws that prohibit restraints of trade, predatory economic activities and unfair or unethical business practices.
    • Recognize that other Members will compete for business within lawful, reasonable and customary practice.
    • Never engage in any legally improper communication or agreements with competitors.
    • Never comment on a competitor’s product without a good faith basis or need for such statements.
    • Never make false statements about competitors.
    • Make a full and frank disclosure to customers of all material terms of any agreement with them.
    • Comply in good faith with contractual obligations.
    • Represent ThePetrovaExperience, its positions, policies and fellow Members in a positive, constructive and professional manner.
    • Never pay any bribe, kickback or other corrupt payment in any form directly or indirectly to or for anyone for the purpose of obtaining or retaining business or obtaining any other favorable action, nor offer or extend any gift or entertainment that is illegal, known to be in violation of the rules of the recipient’s organization, or likely to result in a feeling or expectation of personal obligation on the part of the recipient.
    • Act in a manner consistent with, and make every effort to uphold this code of ethics.
    • This Code of Ethics does not set forth all aspects of good conduct and ethical behavior.
    • Acceptance of, and adherence to this Code is a condition of membership.


    Any Petrova Experience member in good standing may file a complaint against any other Petrova Experience member for failure to comply with this Code, in order to obtain suspension or termination of membership. Complaints will not be considered from non-Members or former Members.

    All complaints are to be made in writing, addressed to Liliana Petrova.

    Upon receipt of a written complaint and, when applicable, any related final award or judgment, Liliana Petrova will acknowledge receipt of the complaint, within a reasonable time, and will detail the procedure to be followed. The complaint will be examined, and if it is non-trivial any additional information required will be requested from the member making the complaint. If it is determined, in the sole discretion of Liliana Petrova, to be trivial, or not in compliance with this Code, then Liliana Petrova will so advise the complainant in writing.

    Once the substance of the complaint is clear the Ethics Committee will write to the member against whom the complaint has been made requesting a written response and any information required to evaluate the complaint.

    The Ethics Committee will designate reasonable time limits within which questions are to be answered or steps are to be taken. Ten (10) calendar days for each step in the procedure shall be presumed to be reasonable except in extraordinary circumstances. Failure to answer such questions or take such steps within such time limits will entitle the Ethics Committee to draw adverse inferences against the party that fails to comply and to make a decision on all or part(s) of the complaint on the basis of such inferences.

    The complaints procedure is not intended to resolve commercial disputes between parties or adjudicate on disputes of fact. Such disputes are governed by the broad AAA Commercial Rules arbitration clause set forth elsewhere in this Code.

    The Ethics Committee will review the facts and decide if there is a breach of this Code or any rules and regulations, and, if so, then what action is to be taken. The Ethics Committee, in its sole discretion, may call the parties to a meeting to present their cases. Any such meeting will be conducted in accordance with the procedures applicable to a meeting of the Specialty Food Association Board of Directors; no other formalities shall be required.

    The Ethics Committee shall consist of three current directors nominated by the Chairman and ratified by a majority of the Board to serve one-year, renewable terms not to exceed three (3) consecutive years. In the event an Ethics Committee member is unable or unwilling to serve or continue to serve in connection with a particular matter due to conflicts or otherwise, the Chairman may appoint a substitute Member for that limited purpose.

    If the Ethics Committee determines that a member has violated this Code, it may (a) suspend or terminate membership, without refund or reimbursement of any kind, for a period not to exceed two (2) calendar years, and/or (b) exclude such member from any or all Specialty Food Association shows, programs, and other events for a period not to exceed two (2) calendar years, or (c) take any other action the Ethics Committee deems appropriate.

    If the member against whom the complaint has been made does not comply with this procedure or with any reasonable procedural requirement set by the President or the Ethics Committee, then the Ethics Committee shall be entitled to proceed without the member and draw whatever conclusions are reasonable from the available facts.

    Any decision of the Ethics Committee shall remain confidential until the later of (a) ten (10) calendar days after a written decision is received by the member who is the subject of the decision, or, if, during that ten (10) day period such member files a letter with the Chairman of the Specialty Food Association Board requesting an appeal to the full Board of Directors, then (b) three (3) business days after the member’s receipt of a final decision on appeal by the Board of Directors.

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