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Treating our Employees with Respect Policy

Policy Overview

We prioritise creating a respectful, inclusive, and supportive work environment for all employees. We are committed to ensuring our team members are treated with dignity and fairness in all interactions, including those with customers. This policy outlines the standards we expect our customers to follow when engaging with our employees.

 

Purpose

The purpose of this policy is to define our commitment to maintaining a respectful, professional environment for our employees and contractors. We believe that treating our team members with courtesy and dignity fosters positive, productive interactions and supports a high standard of service.

 

Scope

This policy applies to all clients, customers, suppliers, and anyone who interacts with our employees, contractors, or representatives. It covers all forms of communication, including in-person interactions, phone calls, emails, online messages, and any other means of engagement.

 

Definitions

  1. Respectful Treatment: Interactions that are courteous, professional, and considerate of others’ time, expertise, and contributions.
  2. Verbal Abuse: Any communication that is offensive, belittling, or aggressive. Examples include yelling, using offensive language, or making disparaging comments.
  3. Physical Abuse: Any form of physical aggression or threat intended to intimidate, harm, or otherwise discomfort an employee.
  4. Right to Refuse Service: we reserve the right, as stated in our Terms of Business, to deny service to individuals who fail to uphold respectful treatment standards toward our team.

 

Procedure, Rules and Expectations

 

  1. Expectation of Respectful Conduct

We expect all individuals interacting with our employees to maintain a level of professionalism and respect. Our employees are here to provide excellent service, and we ask that clients, customers, and suppliers honour their efforts by:

  • Communicating courteously and refraining from using disrespectful or aggressive language.
  • Recognising that our team members are professionals deserving of courtesy and appreciation.
 
  1. Zero Tolerance for Verbal or Physical Abuse

We do not tolerate verbal or physical abuse of any kind toward our employees. This includes:

  • Raising one’s voice, using offensive or derogatory language, or making threats.
  • Any form of physical intimidation or aggression.
  • Attempts to coerce or manipulate employees in a way that compromises their sense of safety or well-being.
 
  1. Forms of Unreasonable Behaviour

We deem the following behaviour to be unacceptable when liaising with our staff:

  • Being unreasonably persistent – for example, ringing frequently to raise points already addressed, sending voluminous repetitive or irrelevant emails or letters.
  • Rudeness – including swearing (whether general or directed at a member of staff), persistent interruption, name-calling, or general discourtesy.
  • Anger – demonstrated through volume or tone of voice, such as shouting.
  • Aggressive behaviour – including threats of physical harm to persons or property; behaviour indicating that physical harm to persons or property is imminent or actual physical aggression.
  • Insulting or disparaging remarks or comments – especially those related to an individual’s sex, marital status, sexual orientation, disability, race, colour, national or ethnic origin, religion, belief, or age.
  • Inflammatory or personal remarks directed at staff.
 
  1. Consequences
  • Call Termination-Where a person behaves unreasonably during a telephone call to a member of staff, we will ask them to change their behaviour. If they persist in behaving unreasonably, we will warn them that we will terminate the call. If they persist further, we will follow that through.
  • Limiting Contact – Where a person is unreasonably persistent, for example by telephoning us several times a day for a number of days in succession, or by sending us voluminous or repetitive emails or letters, we will ask them to reduce their contact with the office to that which is absolutely essential.
  • Terminating Contact -In exceptional circumstances, we may refuse to have further contact with individuals who are unreasonably persistent or abusive. Where we put limitations on contact with the office, this will be sanctioned by a senior figure within the company.
  • Informing the Authorities – Where we receive threats against individual staff members or office property, immediate action may be taken including informing the police or other emergency services.
 
  1. Right to Refuse Service

The company reserves the right to refuse service to individuals who violate this policy by treating our employees in a disrespectful or abusive manner. In such cases, our team members are authorised to terminate the interaction and escalate the situation to management if necessary.

Acknowledgment

By engaging with this company or using our services, you agree to adhere to this policy and treat our team with respect. Thank you for contributing to a supportive and professional environment for everyone involved.