Acceptable Behaviour Policy
I understand that people may act out of character in times of trouble or distress. There may have been upsetting or distressing circumstances leading up to a constituent approaching our office.
However, I will not tolerate behaviour or actions that result in unacceptable or excessive demands on my staff. This may include actions or comments directed at a third party. We’ll give you a chance to change your behaviour before we stop helping you – unless your behaviour threatens the safety of my staff or other people.
Definition of Unacceptable Behaviour
Aggressive or abusive behaviour
This is behaviour or language (written or spoken) that could cause my staff to feel afraid, threatened or abused. This includes threatening emails, telephone calls, meetings, and comments on social media or elsewhere.
For example:
- insulting or degrading or patronising language, including inappropriate banter or innuendo;
- making serious malicious allegations that individuals have committed criminal, corrupt or perverse conduct without evidence;
- any form of physical violence or threats of physical violence
- derogatory racist, sexist, ageist, homophobic or transphobic remarks;
- discriminatory comments relating to disability, perceived gender, religion, belief, or any other personal characteristic.
Violence is not restricted to acts of aggression that may result in physical harm. It also includes behaviour or language (whether verbal or written) that may cause staff to feel offended, afraid, threatened or abused.
Unreasonable demands and vexatious complaints
Unacceptable demands may include:
- Repeatedly demanding a response within an unreasonable timescale;
- Insisting on speaking to, or refusing to speak to, a particular member of staff, when that is not possible;
- Demanding repeated surgery appointments;
- Making repeated and unnecessary contact during the course of us handling a case, waiting for a reply from a third party or carrying out an investigation;
- Raising the same issue repeatedly when we’ve already helped you or we have told you we can’t help further;
- Refusing to accept a decision when it related to issues where I have no direct authority or would be inappropriate for me to be involved (e.g. court decisions).
Unacceptable or persistent levels of contact may include:
- Repeated telephone calls over a short period, for example, a high number calls in one day or week;
- Lengthy telephone calls repeating the same points;
- High volumes of repetitive correspondence by email or post;
- Unnecessarily or excessively copying me into emails to third parties.
It is not acceptable to knowingly provide us with incorrect or false information and doing so prevents my office from successfully dealing with your case.
Harassment
Examples include:
- recording telephone discussions and publishing the information online or via social media
- contacting staff using their personal details or social media presence including Facebook, X.com/Twitter or LinkedIn
- publishing personal, sensitive or private information about staff online or on noticeboards or newsletters.