Unacceptable or inappropriate behaviour policy

1 Overview

1.1     As members of the Island Networks group of companies, we believe that the people whom we serve have a right to be heard, understood and respected. We expect similar courtesy in return.

1.2      We also believe that our employees and contractors have the right to work in a safe environment, free from abuse or harm caused by others. This includes freedom from harms to their physical or mental health. Please join with our other customers in ensuring this aim.

1.3     To this end, we expect everyone to treat our staff and contractors with respect and courtesy at all times.

1.4     Unfortunately, we find that (in an extremely small number) of cases the actions or behaviour of some people become unacceptable because they amount to abuse of our staff and contractors and/or our processes.

1.5     It is important to note that we would not view an action as unacceptable, just because a person is assertive or determined, provided this remains courteous and does not descend into abuse . Notwithstanding this, we do consider actions that result in unreasonable demands and/or amount to abusive behaviour to be unacceptable.

1.6     There are a range of actions we consider to be unacceptable, which can be characterised as follows:
- Aggressive or abusive behaviour; and
- Unreasonable demands and/or unreasonable levels of contact.

2     Aggressive or abusive behaviour

2.1     We do understand that people can sometimes become angry or upset when they feel that matters about which they feel strongly are not being dealt with as they wish. Should this escalate into aggression or abuse towards our staff or contractors, we consider that unacceptable.

2.2     Aggressive or abusive behaviour includes language that may cause staff or contractors to feel afraid, threatened or abused and may include threats, personal verbal abuse, derogatory remarks and rudeness.

We also consider inflammatory statements, remarks of a discriminatory nature and unsubstantiated allegations, to be abusive behaviour.
If we think someone is being aggressive or abusive, we may decide to:

- Advise the person that we consider their actions to be inapprproate and ask them to stop;
- End telephone calls / appointments / meetings;
- Terminate all direct contact;
- Notify the police. (NB:  always inform the police if physical violence is used or threatened); and/or
- Take any other action that we consider appropriate to the circumstances.

3     Unreasonable demands and / or unreasonable levels of contact

3.1     A demand becomes unacceptable when it starts to impact excessively on the work of our staff and contractors, or when dealing with the matter takes up an excessive amount of time and in so doing, disadvantages other customers.

3.2 Where someone is discourteous or demanding, or repeatedly contacts us about the same issue, we may decide to:
- limit contact;
- restrict contact to a nominated member of staff who will deal with future calls or correspondence;
- restrict contact to written (or emailed) correspondence only;
- refuse to deal with further correspondence and
- take any other action that we consider appropriate to the circumstances.

4. Taking action

4.1 Before we take any action, we will give the person the opportunity to amend their behaviour. If the behaviour continues, we may take action as set out in herein.

4.2 People will be told in writing why any action has been (or is proposed) to be taken, what future arrangements will be and the length of time that any restrictions are to be in place.