Abusive behaviour policy

Our interaction with callers to our switchboard and correspondents is important to us.  We recognise that issues raised can sometimes be upsetting and frustrating. Our staff strive to be helpful, either providing individuals with the information that they need, redirecting them or transferring them to the relevant person.

However, ensuring our staff are treated with respect and courtesy is also important to us. We cannot accept or tolerate any behaviour directed towards any person that contains:

• unreasonable demands
• offensive language
• aggressive, threatening or violent gestures
• racist, sexist, homophobic abuse or any form of discrimination

We will give individuals the opportunity to address unacceptable behaviour but if it continues we may decide to take appropriate action including by terminating the phone call.  Also, if such behaviour persists, we may decide we are no longer prepared to communicate directly with someone over the phone and require all future communication to be in writing or to cease any communication with them altogether. In exceptional circumstances, we may notify the relevant public authorities.