We are committed to providing high quality customer services. From time to time and for a variety of reasons, customers can become upset, angry, or frustrated.
Our staff are usually able to manage these situations and resolve issues for our customers.
However, there are occasions where staff are not able to resolve issues to the customer’s satisfaction, and the customer’s behaviour can become unreasonable to the extent that it:
- takes up a disproportionate amount of time for our staff,
- takes them away from their normal duties,
- and impedes their ability to provide a service to other customers
The Unreasonable Customer Behaviour Policy is there so it is clear what we consider to be unreasonable customer behaviour, and to set out the process we will follow in managing such behaviour from our customers.