Customer Zero Abuse Tolerance Policy

1) Purpose

We are committed to providing a safe, respectful, and healthy environment for our employees and customers. This policy outlines our zero-tolerance approach to abusive behaviour from customers or visitors.

2) Zero Tolerance Statement

We do not tolerate any form of abuse toward our staff or others. Unacceptable behaviour includes:.

• Verbal abuse (e.g., shouting, swearing, insults, threats)
• Physical intimidation or violence 
• Harassment or bullying
• Discriminatory or offensive language
• Sexual harassment or inappropriate behaviour  

3. Expected Customer Behaviour

We expect all customers to:

• Treat staff and others with respect and courtesy 
• Communicate calmly and appropriately 
• Follow reasonable requests from staff

 4) Response to Unacceptable Behaviour

  If a customer behaves inappropriately:

• Staff may refuse service
• The customer may be asked to leave the premises
• Access to services may be restricted or permanently withdrawn
• Security or law enforcement may be contacted if necessary

 5) Support for Staff

 We fully support our employees in enforcing this policy and in removing themselves from unsafe situations.

 6) Reporting and Action

All incidents will be recorded and reviewed. Appropriate action will be taken to ensure the safety and wellbeing of staff and other customers.

Last updated: 28/03/2026