Zero tolerance of Unacceptable Customer Behaviour

Friday, 16 November, 2018

East Dunbartonshire Council (Thursday 15 November) agreed a revised Unacceptable Customer Behaviour Policy which sets out the approach that will be taken if a customer exhibits behaviour that is either abusive towards employees or which compromises their ability to carry out their jobs.

Joint Council Leader Andrew Polson believes it is important to confirm that unacceptable behaviour will not be tolerated.  He said, “Our employees are our greatest asset.  They are entitled to work in a safe environment and deserve respect as they deliver our vital Council services to the community.  This Policy sets out the kinds of behaviour that are not acceptable and what we will do if we feel our employees are not being respected.”

Joint Council Leader Vaughan Moody added, “We will have no hesitation in imposing restrictions on how a customer who has been abusive or disruptive can interact with the Council.  Whilst we must deliver statutory services to those in the area, we can ensure that they are only able to access those services in specified ways if their behaviour towards our employees gives us cause for concern.”

The Unacceptable Behaviour Policy outlines the kinds of behaviour that will not be tolerated and sets out the process the Council will follow when imposing restrictions.  These include not allowing access to Council facilities and identifying a single named contact for correspondence or for arranging access to services.


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