Unacceptable/Inappropriate Behaviour Policy
Policy Statement
United Utilities prides itself on delivering excellent customer service to our 7 million customers and our customer centric approach is the core of everything we do.
We know that we don’t always get it right and that it can be frustrating and upsetting to customers when things go wrong or when those high standards are not met. We respect our customers’ right to voice any concerns they have, and their right to file a complaint through our complaints process so we can learn and improve on the services we offer.
We hold our employees to a high standard and expect them to act with respect, courtesy and treat customers fairly when interacting with customers. In return, we want our customers and members of the public to do the same. Occasionally individual actions from customers or members of the public make it difficult for our employees to help them and our people can face inappropriate, abusive, threatening and even violent behaviour which isn’t acceptable.
This policy will outline what we consider unacceptable behaviour directed at our employees, the standard we hold customers and our employees to and the consequences for anyone found to demonstrate these unacceptable behaviours.
This policy is required to ensure:
- Our customers and members of the public are treated fairly and with respect.
- Customers and members of the public are aware that we have a zero-tolerance policy for inappropriate behaviour toward our colleagues and there are consequences for anyone choosing to behave in that manner.
- Our employees feel safe and protected when they come to work.