OJM Businesses – Zero Tolerance Policy
(Applies to all contact made via letter, email, telephone, video call, text, or any other communication method)
1. Purpose of This Policy
OJM Businesses is committed to providing a safe, respectful, and professional environment for both clients and staff. We will not tolerate behaviour that is abusive, aggressive, threatening, or unreasonable in any form.
This policy applies to all members of the public who contact or interact with any OJM Businesses service or division.
2. Aggressive or Abusive Behaviour
We understand that people may feel frustrated or upset when dealing with issues that matter to them. However, aggression or abuse towards our staff is never acceptable.
2.1. Unacceptable behaviour includes:
- Verbal or written language that causes staff to feel threatened, intimidated, or abused
- Swearing, shouting, or using insulting or derogatory remarks
- Threats, harassment, or personal attacks
- Racial, discriminatory, or inflammatory statements
- Unsubstantiated accusations or hostile comments
Any communication containing abusive or aggressive language will not be responded to. Staff have the right to end calls or conversations immediately if such behaviour occurs.
3. Unreasonable Demands
A demand becomes unreasonable when it:
- Requires excessive time or resources
- Prevents staff from assisting other clients
- Continues despite clear responses or boundaries
Examples of unreasonable demands:
- Repeatedly requesting responses within unrealistic timeframes
- Insisting on speaking to a specific staff member when this is not possible
- Repeatedly changing the nature of an enquiry or raising unrelated issues
- Asking the same question repeatedly after a clear answer has been provided
4. Unreasonable Levels of Contact
Excessive or persistent contact can disrupt our ability to provide fair and efficient service.
Examples include:
- Making a large number of calls or sending multiple emails in a short period
- Repeatedly sending long or unnecessary messages
- Sending duplicate or irrelevant documents
- Contacting multiple staff members about the same issue
Contact becomes unreasonable when it impacts our ability to manage the enquiry or affects our capacity to support other clients.
5. How We Manage Abusive or Aggressive Behaviour
5.1. Any staff member who experiences abusive or aggressive behaviour has the authority to take immediate action in line with this policy.
5.2. Staff may end telephone calls or online conversations if behaviour becomes unacceptable.
5.3. If abusive behaviour continues in future communications, we may issue a written notice stating that no further contact will be accepted.
6. How We Manage Other Forms of Unreasonable Behaviour
Where behaviour is persistent, excessive, or disruptive, we may take one or more of the following actions:
- Limit contact to specific days or times
- Restrict communication to a single nominated staff member
- Require that all contact be made in writing only
- Offer appointments only when necessary and appropriate
- Refuse to respond to further correspondence on issues already addressed
- Return irrelevant documents or, in extreme cases, destroy them
- Limit the number of issues we will consider within a given period
If someone repeatedly demands responses to questions that have already been clearly answered, we may decline to respond further.
We will always inform the individual in writing of any restrictions placed on their contact and the reasons for doing so.