Overview

Purpose

To demonstrate to all employees that the Fullers Group is committed to creating a safe working environment which includes protecting them from abusive customer behaviour.

To provide a framework of resources including training, processes, technology and systems that provide support for employees and to provide sanctions employees may take against abusive customers if required.

Scope

This policy applies to all employees of the company.

Abuse is targeted and unwanted offensive behaviour, either verbal or physical, that an employee finds intimidating, humiliating or harmful and which has a detrimental effect on their wellbeing. This may be in person, on the telephone, on social media or in writing.

Definitions

Background

If a customer is unhappy about the quality of services that they have received from Fullers Group, they are perfectly entitled to express their dissatisfaction. And if they remain calm and civil, despite their frustration or anger, our employees will be willing to help them with their issue. Our employees will try hard to put things right and find a solution for the customer.

Occasionally though, despite a welcoming manner, expert knowledge and willingness to help, there are people who can't control their anger and resort to verbal abuse, offensive language, and even threatening words or behaviour toward our employees.

Fullers Group have zero tolerance for any customer abuse of our employees.

Following are the principles Fullers Group are committed to prevent, manage and respond to abusive customers, to keep our employees safe always.

  • Employees should remove themselves from any situation in which they feel unsafe.
  • Incidents of verbal customer abuse should immediately be escalated to the employees 2IC, Team Leader or Manager.
  • Incidents of physical abuse should immediately be escalated to the employees Team Leader or Manager and will be referred to the police.
  • Incidents involving physical harm should be immediately notified to the employees Manager as well as the relevant emergency services.
  • Fullers360 will have the Abuse policy and Procedures clearly accessible for employees on internal communication channels such as Radar, BeeKeeper and BambooHR.
  • Customers will be able to view our Terms of Carriage, which are reflective of this policy, under the Code of Conduct on our website.
  • CCTV is installed on some vessels and buses
  • Security services are deployed on the wharf and on some of our vessels on late night services.
  • All incidents of abusive customers should be immediately recorded in Echo Portal so they can be investigated

Relevant Legislation and Documents 

  • Health and Safety at Work Act 2015
  • Dealing with Abusive Customers Procedures:
  1. On the wharf, ticket offices, kiosks
  2. On our vessels and buses,
  3. On the telephone 
  • CCTV policy
  • Relevant departmental SOP Section
  • Code of Conduct - Conditions of Travel
  • Standing Orders
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