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Mutual respect policy

We aim for perfection in everything we do, however, we recognise that there may be occasions when we fall short of your expectations. We understand that it can be frustrating if something has gone wrong, there has been delay, or when we are simply not able to offer the solution you require. We will always work to resolve these situations as quickly as possible.

We expect and actively monitor that our employees are courteous, understanding and respectful at all times in their communication with our customers and we expect our customers to be respectful of our employees.

We would not expect our employees to have to tolerate:

  • Aggressive or threatening behaviour
  • Personal verbal abuse
  • Derogatory remarks
  • Inflammatory statements or offensive language
  • Remarks of a racial or discriminatory nature

In rare occasions that our employees are treated this way we may restrict the service we give to that customer. These restrictions can range from ceasing the call, permanent removal of the phone service or insisting the customer takes their business elsewhere/closes their account, and will be dependant on the severity of the issue.