Managing Customer Engagement Policy
We are committed to fostering positive engagement with our customers and providing excellent customer service through a range of channels – whether you contact us online, call us, or come into an office. We aim to make it as easy as possible for you to access the services and support you need.
We understand that some people may contact us during difficult times or while facing personal challenges. In these situations, emotions can run high, and behaviour may not always reflect a person’s usual self. Our staff are trained to respond with patience, empathy, and understanding, and we will always do our best to support you.
However, there are rare occasions when behaviour towards our staff becomes unreasonable or unacceptable. This might include aggressive language, repeated demands, or actions that make it difficult for us to provide services effectively.
To ensure a safe and respectful environment for everyone, we have a Managing Customer Engagement Policy. This policy outlines how we will respond when behaviour goes beyond what is considered reasonable, and the steps we may take to manage such situations.
View the full Managing Customer Engagement Policy on our website.