Customer behaviour

The Crofting Commission has a zero-tolerance policy for abusive and threatening behaviour towards its staff. Our team is here to help, and we expect all employees to be treated with respect at all times.

What we consider abusive behaviour

Abusive behaviour includes, but is not limited to:

• Verbal abuse or threats, including swearing and personal insults.
• Threatening any third party.
• Making comments about a person's sexual orientation, race, ethnicity, age, gender, or any other protected characteristic.
• Any threat of violence or a violent act.
• Any behaviour meant to make staff feel uncomfortable or unsafe.
• Using language that is racist, sexist, or discriminatory.

Our expectations

When you interact with our staff, we expect you to be:

• Polite and respectful.
• Mindful that the person you are speaking with is there to help, not to be abused.

What happens if this policy is breached

• Any instance of abusive or threatening behaviour will result in your conversation being ended immediately. This applies to all forms of communication, including in-person meetings, phone calls, and digital messages.
• Severe or repeated incidents may be reported to the authorities. They may also lead to restrictions on how you can communicate with commission staff in the future.
• Our full policy is available to view here.