We understand that from time to time you may need to contact us to discuss your account or services, and that sometimes these issues may become frustrating for you. To help us understand and resolve your issue as efficiently and quickly as possible, please be polite to our team and treat them how you would expect to be treated yourselves. If for any reason your behaviour starts to have a negative impact on our team, we will act in accordance with this policy.
Our policy outlines what we consider to be unacceptable behaviour and the actions we may take if we consider your actions or behaviour have negatively affected our colleagues or work.
We have a zero-tolerance policy for any form of unacceptable and/or abusive behaviour towards our employees in any form. This includes interactions over the phone, face-to-face, social media, email, or any other form of communication. We have a duty to always protect the wellbeing and safety of our staff when at work, therefore will not accept any behaviour, communication, or language towards our people or business we consider to be inappropriate.
Any interaction in which a member of our team is abused, threatened, or physically assaulted is unacceptable and we will not tolerate it. This includes verbal abuse. Below are some examples of the type of behaviours we consider unacceptable.
Where any of the following behaviour or abuse is directed towards any member of our team within our business. This includes:
- Making direct comments about our Guides’ race, country, or origin of birth
- Making direct comments about our Guides’ religion
- Making comments to our Guides which in turn become threatening, aggressive and/or are used to intimidate
- Making direct comments or inappropriate sexual suggestions towards our Guides, including sexual references
- Persistent inappropriate language that is directed towards our Guides. This could contain sexual references, racism, gender, slurs or violence
- Jokes made with intent to cause humiliation
- Making direct comments about our Guides’ disability or any other protected characteristic
- Making direct comments about our Guides' sexual orientation e.g. homophobia, transphobia.
Non-personal abuse or behaviour that is disruptive and offensive towards our company. Some examples include:
- A comment or statement about someone’s race, ethnicity or beliefs that is inappropriate.
- Persistent inappropriate behaviour and or l/language, that is not directed towards our team as individuals but is offensive. This could include shouting excessively, swearing, comments about religion, gender, disability, or comments about others in our business group.
This list is not exhaustive, and there may be other occasions where we have cause to issue a warning or remove you from our network. If you are unhappy with the service you have received, we have a complaints procedure to assist you, but we will not tolerate any unacceptable behaviour.
Depending on the type of unacceptable behaviour, we will let you know that we feel your behaviour is not appropriate and give you an opportunity to change your behaviour so we can continue to support you. Failing that, or if your behaviour is directed to a member of our team, we will:
- stop communicating with you and terminate the call
- escalate your call to a Team Leader
All unacceptable behaviour is reviewed by a Specialist Team, who will review your interactions, and the outcome of this investigation could lead to one of the following:
- A warning letter to you to remind you of our Terms and Conditions and to confirm that any further reports of unacceptable behaviour may result in us disconnecting you from our network.
- Disconnecting you immediately from our network.
- Providing you with 30 days' notice prior to us disconnecting you from our network.
We acknowledge that some of our customers may have additional needs, and we will take this into consideration when reviewing these interactions. If you have any additional needs, please make sure you have made us aware of this so we can record this on your account.
To make a complaint: https://www.plus.net/help/legal/complaints-code-of-practice
Login to register your additional needs: https://www.plus.net/apps/vulnerability/disclosure/edit/03306741
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