[pt] O Código de Ética Corporativa, seu modelo e orientação ética, forma de implementação e instrumentos utilizados para suportá-lo, inseridos no programa de gestão ética, influenciam no comportamento ético dos stakeholders internos e, conseqüentemente, na Tomada de Decisão Ética nas atividades diárias da organização. Este estudo avalia se os valores expressos no documento de ética de fato orientam a ação prática, gerando decisões éticas na relação com o consumidor final. A análise dá-se pelo cruzamento de três perspectivas: do gestor de ética sobre o expresso no código e os instrumentos de suporte; a percepção do Código de Ética pela área jurídica, responsável por intermediar o conflito com o consumidor; e a realidade prática extraída dos processos públicos abertos pelos consumidores nos órgãos de defensoria. A análise foi realizada em quatro grandes organizações, de origens e características distintas, todas pertencentes ao Setor de Planos Privados de Assistência à Saúde, o qual historicamente concentra grande número de reclamações dos consumidores, uma vez que está concebido sobre uma base de conflitos de interesses. O estudo revela que as organizações que adotam instrumentos de gestão ética, inseridos em um programa consistente, obtêm suporte ao código de ética e legitimam a incorporação dos valores entre os membros da organização, resultando positivamente na tomada de decisão ética. Aquelas organizações que não adotam instrumentos de gestão ética para suportar o código de ética de modo consistente, não conseguem legitimar a conduta ética e incorporá-la no comportamento dos funcionários, resultando na tomada de decisão não ética. / [en] The Corporate Code of Ethics, its format and ethical orientation, implementation framework and supporting tools included in the ethics management program, have a strong influence in the internal stakeholder ethical behavior, and, consequently, it reflects on the Ethical Decision Making Process in organizational daily activities. This study evaluates whether the values expressed in the ethics document, in fact, conduct the real practice in generating ethical decisions in the relationship organization- consumers. The analysis is done crossing three perspectives: from the ethics manager, the code content, values and supporting tools; from the lawyer advisory, the perception about the code of ethics, as it is the area in charge of mediating the conflicts with consumers; and the practiced reality extracted from the public prosecuting processes opened by consumers. This analysis was carried out in four large companies, with different histories and characteristics, but all pertaining to the same sector. The Sector of Private Health Care System concentrates a large number of consumers complaints, once the sector is built on a conflict of interest basis. This study reveals that the organizations, which adopt ethics supporting tools included in a consistent program, obtain support to the code of ethics and are able to legitimate the values among the organizational members. It results positively on the ethical decision making process. Those organizations that do not adopt supporting tools in a consistent way are not able to legitimate the ethical conduct and do not incorporate it to the employees behavior, generating non-ethical decision- making.

The South African property sector is characterised by property practitioner firms that fail to comply with the Estate Agency Affairs Board (EAAB) code of conduct and firms having inefficient systems which are unable to combat hacking and cybercrime in the sector. Although property practitioner firms have systems and processes in place, there are still instances of unethical behaviour. Failure to prevent client personal information from being leaked is still a major problem in the sector, this issue can be addressed by demonstrating due diligence with respect to safeguarding sensitive information. The accuracy of information is also a problem in the sector and requires firms to resort to analysing collected data before capturing it, in order to maintain accuracy. The sector encounter illegal access to systems including breaking the password protected websites and password protection on a computer system. The objectives for this study were to investigate the extent to which firms enforce Information Ethics (IE), explore the systems and processes put in place by firms to enforce IE and to explore the challenges experienced by the firms in the Gauteng province when enforcing IE. The study was qualitative in nature and indepth interviews were conducted to gather information from five managers and five employees within the firm situated in Gauteng province. The study found that these property practitioner firms enforce IE to a certain extent. These firms use (22) systems and processes to enforce IE and experienced (5) challenges during the enforcement of IE. The study concludes that these property practitioner firms enforce IE using different systems and processes and experience challenges during enforcement. The list of IE enforcement systems and processes and challenges identified in this study will assist policy makers in compiling IE policies. The findings will also assist firms in IE enforcement and reduction of IE enforcement challenges. / Business Management / M. Com. (Business Management)