Abusive Calls or Contacts

Our policy on abusive calls or contacts

This procedure applies to any abusive calls or contacts arising from the use of the Headway Information and Support Service. This can include telephone calls, emails, live chat, or messaging.

All operators have the right to be free from any behaviour by a caller that includes:

• Threats of physical harm or violence
• Aggressive language directed towards the operator or any Headway staff member
• Inappropriate religious, cultural or racial insults
• Homophobic, sexist or other derogatory remarks

Procedure

If a user of the service makes a contact which includes abuse, as defined , then the following procedure will apply:

a)    First Abusive Contact

The operator will inform the user:

1. That they are being abusive and that this is not acceptable. Furthermore that it is the policy of the service not to tolerate abuse directed at its staff.
2. Inform the user that it is our policy that if they contact us a second time and is abusive, we will terminate the contact and withdraw the service.
3. The staff member will terminate the contact.

b)   Second Abusive Contact – Where the user is previously known to the service: 

If a user contacts us a second time and is abusive, the operator will inform the user:

1. That they are being abusive and that this is not acceptable. Furthermore that it is the policy of the service not to tolerate abuse directed at its staff.
2. We will inform the user that we are aware that they have been previously warned according to our policy and that we are now withdrawing the service.
3. The staff member will terminate the contact.

c)    Third or subsequent abusive calls or contacts

If there is any subsequent contact from the same user within 12-month period, the staff member taking the contact will:

1. Refuse to engage with the user
2. Terminate the contact