Customer conduct statement
We're committed to providing a quality service to all our customers. In return, we expect everyone who comes into contact with our colleagues to treat them with respect.
That's why we support the service with respect campaign by The Institute of Customer Service. This statement outlines how we recognise when a customer’s behaviour becomes unacceptable. It also gives us guidance on how we should act in these circumstances.
Our aim
The aim of this statement is to protect all Thames Water colleagues from harm in the workplace. This applies to any partners that undertake work activity on our behalf, too. It also makes sure we’re consistent and fair to all customers.
Unacceptable behaviour
We know how frustrating it can be when our customers feel let down or that they’re not being listened to. We respect and support their need to express this.
However, there may be situations where a customer’s behaviour is deemed unacceptable. We have a zero tolerance policy on violence, abuse and discriminatory behaviour towards our Thames Water colleagues. This includes people working on our behalf.
A customer’s behaviour may be regarded as being unacceptable during any communication. For example, face to face, online, over the phone, or in any other form of communication.
Unacceptable customer behaviour includes any of the following being displayed:
- Use of inappropriate language that causes colleagues to feel scared, abused, intimidated, threatened or offended. This could be verbal or written, including:
- Creating a hostile, degrading or offensive interaction
- Using a bullying tone or language
- Inappropriate religious, cultural or racial comments or insults. This includes racial stereotypes and judgements based on accent. For example, asking to speak to someone who is 'from this country'
- Bi-phobic, homophobic or transphobic comments
- Sexist or other derogatory remarks
- Discrimination against any other protected characteristics as defined by the Equality Act 2010
- Any form of physical, hostile or abusive behaviour
How we will respond to unacceptable behaviour
We want customers to contact us if they have an issue so we can help them. Our colleagues will listen to any frustrations and meet anger with understanding and patience. The situation becomes unacceptable if the anger is directed at our colleagues.
Try to stop the situation
If the interaction becomes abusive and/or personal then our colleagues will:
- Politely and respectfully ask customers to stop
- Stop the conversation or remove themselves from the situation
Report incidents
We'll report incidents and share information with the police and partner agencies if:
- Physical violence, threats or harassment take place
- We believe a criminal offence has been committed
Warn our colleagues
A warning flag may be applied to a customer account, if a risk is identified to our colleagues and/or partners.
Remove online comments
We may remove online comments if they contain abusive, offensive or defamatory language.
