Mutual respect policy
We aim for the highest standard of service, however, we recognise that there may be occasions when we fall short of your expectations. We understand that it can be frustrating if something has gone wrong, there has been a delay, or if we’re simply not able to offer the solution you were hoping for. We’ll always work to resolve these situations as quickly as possible.
We expect and actively monitor that our employees are courteous, understanding and respectful in their communication with you and in turn, we expect and kindly request you are respectful of our employees.
Our employees are not expected to tolerate:
- Aggression, threats or abuse
- Remarks of a racial or discriminatory nature or any derogatory remarks about them or others
- Offensive language
- Attempts to form a personal relationship, including attempts to identify employees in their personal life (e.g. through social media)
- Stalking or harassment
Our process for supporting our colleagues
On rare occasions that our employees are treated this way, where possible, we’ll follow an ‘ask, warn, prevent’ process to address the issue. However, in some cases it may be necessary to act more quickly to ensure their protection.
- Ask - We’ll let you know that we find a behaviour unacceptable, explain why, and ask for it to stop.
- Warn - If the behaviour continues, we’ll warn you of the consequences of continuing the behaviour. We’ll add a note to your account to confirm that we’ve given this warning.
- Prevent - If the unacceptable behaviour continues after a warning, we’ll apply the explained consequences. This will be a restriction in the service we offer, proportionate to the impact the behaviour has on our employees.
Restrictions can range from ending the call, limiting who you’re able to speak to or how you contact us (for example removal of the phone service), limiting the issues we will communicate with you on, or in extreme cases insisting you take your business elsewhere and closing your account. Where restrictions will be in place for an extended time, we’ll write to you to explain the limitations and the reasons for these.