In times of trouble or distress, we understand that some people may act out of character.
We do not see forceful or determined behaviour as unacceptable. We believe that all complainants have the right to be heard, understood, and respected. However, we also believe that our staff have those same rights.
We expect you to be polite in your dealings with us. We will not tolerate aggressive or abusive behaviour, unreasonable demands, or unreasonable persistence.
We have a separate policy to manage situations when we find that someone’s actions are unacceptable.