Behaviour towards Licensing staff

Policy on unacceptable behaviour towards Licensing staff

The Council is committed to ensuring the safety and security of staff members during the performance of their duties.  It also recognises the importance of striking a balance between providing feedback for individuals who behave in an unacceptable manner towards staff members, and when to apply formal processes to address areas of concern.

No member of staff should be required or feel obliged to deal with any customer either face to face, over the phone or in correspondence, who is exhibiting threatening, abusive or violent behaviour. In any of these circumstances a member of staff has the right to refuse to serve that customer and should refer the customer to his or her immediate line manager.

Threatening behaviour is defined as, but not limited to, threats of violence to members of staff or any other person, or behaviour which is, for example: sexist, racist or homophobic; including intimidating language, swearing and/or aggressive body language.

Relevant Committee papers

Regulatory Committee - 17 November 2015 - item 6.3 

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