We at Aberdeen City Council, believe that our customers and service users have a right to be heard, understood and respected.
Occasionally, certain actions by people using our services can make it very difficult for us to deal with their enquiry or concern.
In a small number of cases the actions of some individuals become unacceptable because they involve abuse of our staff or our processes. When this happens we have to take appropriate steps. We have to consider whether the action impacts on our ability to do our work and to provide a service to others.
People may act out of character in times of trouble or distress. We do not view an action as unacceptable, just because a person is forceful or determined. However, we do consider actions that result in unreasonable demands on our staff to be unacceptable. It is these actions that we aim to manage under this policy.
There is a range of actions we consider to be unacceptable. These are:
- Aggressive or abusive behaviour
- Unreasonable demands
- Unreasonable levels of contact