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Management of Unacceptable Contact Policy 

We believe that our customers and service users have a right to be heard, understood and respected.

Occasionally, certain actions by people using our services can make it difficult for us to deal with their enquiry or concern.

In some cases, the actions of individuals become unacceptable because they involve abuse of our staff or our processes. When this happens, we have to take steps and consider whether the action impacts on our ability to do our work and to provide a service to others.

We understand that people may act out of character in times of trouble or distress. We do not view contact as unacceptable just because a person is forceful or determined. However, we do consider contact that results in unreasonable demands on our staff to be unacceptable. It is these actions that we aim to manage under this policy.

Read our Management of Unacceptable Contact Policy (PDF, 151kb).