Of the large number of contacts and communications we have each day, a small number of people interact with the organisation in an unreasonable manner. We appreciate that there may be circumstances that cause a customer to be angry or upset and this will be taken into account when considering whether or not behaviour is unacceptable. On occasions the behaviour of customers makes it difficult for us to deliver a service to others and to do our work.
Unacceptable behaviour sometimes includes abuse of staff, our service or processes and we will take action to protect our staff. We have a Health and Safety legislative duty to do so and abuse of staff will not be tolerated. Staff and our contractors must always be protected against any behaviour which has had a harmful or detrimental effect on them.
We have a Zero Tolerance approach to violent or abusive behaviour to protect the welfare and safety of all our staff and contractors. Actions we will take range from early preventative intervention, contacting the Police, through to injunction or legal action, depending on the severity of the behaviours displayed.
On occasions, those contacting us may also behave in a manner that could affect the service we provide to other customers, have a detrimental effect on individual members of staff and / or damage our reputation. When this occurs, we reserve the right to manage contact with that individual in an appropriate manner, to protect our staff and to maintain the effectiveness of our service to other customers.
