How we make decisions about unacceptable behaviour
Any colleague who directly experiences aggressive or abusive behaviour from a customer has the authority to deal immediately with that behaviour in a manner they consider appropriate and in line with this policy.
With the exception of such immediate decisions taken at the time of the incident, decisions to restrict contact with the Council are only taken after careful consideration of the situation by a senior member of staff.
Wherever possible, we will give the customer the opportunity to change their behaviour or action before a decision is taken.