A new ‘unacceptable behaviour’ policy has been approved by Gedling Borough Council after some staff were abused or assaulted by complaining customers. The Labour-run authority says key workers were facing “difficult behaviour” while doing their jobs.
The authority says it involves a rise in the number of people becoming frustrated and sometimes angry with staff when making complaints. The council did not provide a figure for the increase, but says it was enough to create a policy aimed specifically at clamping down on abuse.
The policy sets out the actions the council will take if a customer is abusive or violent, and when they’re acting in an “unacceptable” way. This may include committing actions which are “damaging or have hurtful effects” either physically or emotionally, or lead to “staff being afraid for their personal safety”.
