Our Commitment to Respect
At Conviction, we are committed to treating everyone with courtesy, respect, and fairness. We expect the same treatment for our staff, as their welfare and safety are paramount.
Defining Unacceptable Behaviour
While we understand that stress or frustration can lead to uncharacteristic behaviour, we do not accept aggression or abuse directed at our staff. Unacceptable behaviour includes, but is not limited to:
- Threatening or causing physical harm.
- Using language or behaviour that makes staff feel offended, afraid, or abused.
- Employing insulting or degrading language.
- Holding personal grudges against specific staff members.
- Making serious allegations without evidence.
- Directing inappropriate comments at third parties that negatively affect our staff.
Examples of Unacceptable Behaviour:
- Verbal threats, shouting, or using derogatory remarks.
- Making racist, sexist, homophobic, transphobic, or disablist comments.
- Demanding unwarranted disciplinary actions against staff.
- Recording meetings or calls without consent.
Unreasonable Demands
A demand becomes unreasonable if it excessively diverts our staff's attention, hindering our ability to respond to other queries. Such demands may include:
- Expecting responses within an unreasonably short timeframe.
- Insisting on speaking only with senior staff or specific individuals when such arrangements are not possible.
- Frequently altering the focus of your complaint or introducing unrelated issues.
Examples of Unreasonable Demands:
- Insisting on a response directly from senior management.
- Requiring that your complaint be handled by or excluding specific genders.
- Expecting immediate contact with unavailable staff.
- Demanding immediate callbacks from management.
Unreasonable Frequency or Duration of Contact
Excessive contact can disrupt our ability to efficiently handle enquiries. This includes:
- Making numerous calls in a single day.
- Sending frequent emails on the same topic.
- Repeatedly submitting new complaints before previous ones are resolved.
- Constantly requesting reviews of decisions already made.
Managing Unacceptable and Unreasonable Behaviour
When faced with unacceptable or unreasonable behaviour, we may:
- Limit or cease communication on the topic.
- Restrict overall contact or channel future communications through a third-party advocate.
- In severe cases, temporarily end all contact or involve law enforcement.
Decisions are made collaboratively, considering the impact on our staff and the individual's circumstances.
Re-evaluating Behaviour Restrictions
Behavioural restrictions may be reassessed if the individual demonstrates a commitment to respectful interaction. Factors for reconsideration include:
- The passage of time.
- Availability of alternative resolutions.
- Proof of exceptional circumstances justifying previous behaviour.
Feedback
Your feedback is important to us. If you have suggestions on how we can improve this policy, please contact us.
