Zero tolerance policy

Effective Feb 2020 

Last update Oct 2023

OUR STAFF ARE HERE TO HELP AND WILL ALWAYS TREAT OUR CUSTOMERS AND WEBSITE / STORE VISITORS WITH COURTESY AND RESPECT. WE ASK ALL THOSE WORKING WITH OUR STAFF MEMBERS TO TREAT THEM  WITH COURTESY AND RESPECT.

While we strive to deliver the best possible products and services, we acknowledge that there may be instances where you or others may not be entirely satisfied. Your feedback is important to us, and you have the right to voice concerns or complaints. We encourage you to utilize our complaint resolution process outlined in our Terms and Conditions for a prompt and stress-free experience.

Zero Tolerance applies to all forms of communication regardless of where it takes place. It is strictly prohibited to engage in any form of harm, abuse, violence, aggression, harassment, or threats towards our staff or visitors. This includes our owners, managers, employees, contractors, volunteers, trainees, and anyone else at our workplace who is not staff, such as other customers.

Adhering to the law is paramount. Any form of harm or abuse directed at our staff or visitors is not only against our policy but is also a violation of the law. As a company, we are dedicated to ensuring the safety of our staff by taking necessary measures to prevent harm or abuse at the workplace.

This policy applies universally. Although crafted with our customers in mind, it is applicable to all individuals receiving products or services from us. Furthermore, it encompasses anyone who visits our workplace for any reason. This policy serves as an integral component of our comprehensive system for managing workplace safety risks.

We maintain a zero-tolerance approach towards behaviours that compromise the safety, well-being, and dignity of our staff and visitors. The following behaviours are strictly prohibited:

• Violence: Any conduct that inflicts harm, causes injury, or endangers the lives of individuals. Violence is unequivocally unacceptable.
• Aggression: Acts of violent or hostile behaviour often accompanied by anger. Any form of aggression directed at our staff or visitors is deemed unacceptable.
• Abuse: Verbal or written expressions that are rude, insulting, or demeaning towards others, or discrimination of any kind. Abuse of our staff or visitors is strictly prohibited.
• Threatening: Any behaviour that may reasonably be perceived as a threat, capable of causing harm or endangering the safety of others. This includes verbal threats, actions, or gestures. Threatening our staff or visitors is never acceptable.
• Inappropriate Communication: Communication that lacks respect, is inappropriate, or includes unwelcome comments, questions, or jokes of a sexual or intrusive nature, making the recipient feel uncomfortable. This encompasses visual, verbal, or gestural communication.

We have a zero tolerance policy towards violent, aggressive, abusive, harassing and/or threatening behaviours. That means we will not put up with them at all. Breaching this policy will result in immediate and decisive action. Consequences for such behaviours may include:

• Verbal Intervention: You may be verbally instructed to cease the unacceptable behaviour immediately.
• Written Warning: A formal written warning may be issued to clearly communicate the seriousness of the breach.
• Immediate Action: Steps may be taken to halt any violent, aggressive, abusive, harassing, or threatening behaviour, especially in emergency situations or when there are reasonable grounds to believe that the behaviour poses a safety risk to staff, visitors, or others.
• Eviction: You may be asked to leave the premises. It is imperative to comply with this request promptly. Failure to leave may result in additional measures.
• Security or Police Intervention: If necessary, we may call for backup, security personnel, or law enforcement to ensure the safety of everyone involved.

If your behaviour or communication is determined to be violent, aggressive, abusive, harassing, or threatening, we may also take the following actions:

• Immediate Suspension or Termination of Supports and Services: We reserve the right to suspend or terminate our supports and services immediately to ensure the ongoing safety of our staff.
• All abusive correspondence received by our office will be retained for reference. Their senders would be blocked immediately and also reported to the relevant authorities if needed.
• Offenders will be immediately banned from contacting us by any means including email, texting, messaging, and setting foot into our premises.

Thanks for your patience and understanding.