Unacceptable Behaviour and Demands Policy

We understand that people may act out of character when distressed or frustrated. However, we do not accept frustration that becomes aggression or abuse toward our staff.

Aggressive or Abusive Behaviour

This may include:

• threats of physical harm, or actual physical harm;
• behaviour or language, spoken or written, that may cause staff to feel offended, afraid, threatened, or abused;
• insulting or degrading language;
• personal grudges against particular staff; and
• serious allegations against staff without any evidence.

Comments aimed at third parties may also be unacceptable because of their effect on staff who hear or read them.

Unreasonable Demands

A demand may be unreasonable if handling it would take an excessive amount of staff time and delay help for others. For example, if you:

• demand responses within an unreasonable time;
• insist on speaking to a more senior or particular staff member when that is not possible;
• keep changing what your complaint is about; or
• keep raising new or unrelated concerns.

What We Do

• Our staff treat everyone with courtesy, respect, and fairness, and we expect the same in return. We have a duty to protect the welfare and safety of our staff.
• Where behaviour is unacceptable or unreasonable, we may refer the matter to our legal team for appropriate action.
• You may be asked not to contact staff by phone or in person.
• For how and when we respond, see the Support Policy. Our standard email response time is 24 to 48 business hours.