Unreasonable Behaviour Policy

1. INTRODUCTION

We are committed to fostering a respectful and professional environment for all clients, staff, and stakeholders. This policy outlines the standards of behaviour expected in all interactions with our business and how we will respond when behaviour falls short of those standards.
This policy applies to all interactions—whether written, verbal, or electronic—including email, telephone, video conferencing, social media, and in-person communication.
Unreasonable behaviour not only impacts the wellbeing and morale of our staff but can hinder effective service delivery and compromise the rights of others to receive fair and timely assistance.
This policy does not restrict individuals from raising legitimate concerns, complaints, or requests for information. We recognise that frustration or dissatisfaction can arise, and we are committed to responding fairly. However, this policy sets out clear limits on the type of behaviour that we consider unacceptable.

2. OUR COMMITMENT TO FAIRNESS AND RESPECT

– We believe that everyone has the right to be heard and treated fairly and courteously.
– We aim to provide clear, accessible communication and respond to feedback or concerns within reasonable timeframes.
– We also expect individuals to treat our staff and business with respect, irrespective of any disagreement or dissatisfaction they may have.
We recognize that some individuals may communicate in a challenging way due to distress, vulnerability, or disability. We will take this into account when assessing behaviour and consider reasonable adjustments where appropriate.

3. WHAT WE CONSIDER UNREASONABLE BEHAVIOUR

3.1. AGGRESSIVE, THREATENING, OR VIOLENT CONDUCT
Includes:
– Physical violence or threats of violence (actual or implied)
– Intimidation, stalking, or harassment
– Shouting, raised voices, or hostile tone
– Destruction of property
– Threats to harm oneself or others, including staff

All threats or acts of violence will result in immediate action and may be reported to the police or legal authorities.

3.2. ABUSIVE, INSULTING, OR BELITTLING LANGUAGE AND CONDUCT
Includes:
– Personal insults or slurs (whether explicit or subtle)
– Derogatory or discriminatory language
– Ridiculing staff, their role, knowledge, appearance, accent, or title
– Belittling or humiliating staff in front of others, whether in person or via email, group chats, or social media
– Passive-aggressive or sarcastic language intended to demean
This behaviour is treated as distinct from aggression. It often involves calculated or indirect harm and is equally unacceptable.

3.3. UNREASONABLE PERSISTENCE
Includes:
– Repeatedly pursuing a complaint or request after a final decision has been communicated
– Contacting us persistently without adding any new or relevant information
– Refusing to accept explanations or decisions after clear resolution

3.4. EXCESSIVE OR DISRUPTIVE CONTACT
Includes:
– Making frequent, repetitive, or excessive contact across channels
– Using multiple points of contact or staff to escalate the same issue
– Sending unreasonably long, redundant, or disruptive communications
– Demanding responses outside of normal working hours

3.5. UNREASONABLE DEMANDS
Includes:
– Demanding outcomes that are not feasible, appropriate, or within our control
– Insisting on personalised service beyond what is reasonably offered to others
– Refusing to engage unless specific (non-essential) staff are involved

3.6. MISUSE OF PROCESS OR SYSTEMS
Includes:
– Manipulating procedures to harass or delay
– Submitting excessive or irrelevant information
– Intentionally misrepresenting facts or omitting key details

3.7. OFFENSIVE OR DISCRIMINATORY CONDUCT
Includes:
– Racist, sexist, homophobic, or otherwise discriminatory remarks
– Hate speech or derogatory comments based on protected characteristics
– Using personal or political beliefs to justify abusive conduct

3.8. OBSESSIVE FOCUS ON TRIVIAL OR PROCEDURAL MATTERS
Includes:
– Repeatedly raising minor or inconsequential issues that have been addressed
– Fixating on how documents are formatted, signed, or worded when it doesn’t materially affect outcomes
– Micromanaging staff processes, including dictating email wording or insisting certain individuals be CC’d, and making disproportionate complaints when they are not
– Using procedural details as a distraction or delay tactic
– Requiring apologies for inconsequential administrative or clerical actions

3.9. HARASSMENT (TARGETED, PERSISTENT, OR PATTERNED BEHAVIOUR)
Includes:
– Persistent, unwanted communication after being asked to stop
– Targeting specific staff repeatedly without cause
– Using belittling or suggestive language over time
– Attempting to damage a staff member’s credibility or standing
– Using public forums, social media, or third parties to threaten or intimidate
– Implied threats or veiled intimidation

Where harassment is identified, we may escalate restrictions immediately, including reporting to authorities.

4. MANAGING UNREASONABLE BEHAVIOUR

We will always consider the nature, frequency, and impact of any behaviour before taking action. Our aim is not to silence disagreement, but to protect staff and services from conduct that is harmful, excessive, or inappropriate.
Initial intervention may include a verbal or written request to modify behaviour. Continued or serious breaches may result in:
– Communication restrictions (e.g. written-only)
– Limiting contact to a single staff member
– Ceasing engagement entirely
– Reporting threats or harassment to authorities
– Reporting regulated professionals to their oversight bodies

We reserve the right to apply the above measures proportionally and case-by-case.