Zero Tolerance Policy

• -  Physical aggression or threats.
• - Abusive, aggressive, or intimidating language (e.g. shouting, swearing).
• - Excessive or repetitive contact without allowing time for response.
• - Refusal to engage with alternative staff when appropriate.
• - Disproportionate focus on minor issues despite adequate responses.
• - Simultaneous complaints to multiple staff about the same issue.
• - Recording conversations without consent.
• - Refusal to follow our complaints process.

Upon contact with a threatening/abusive customer over the phone or email, we adopt a three-strike warning system. However, before taking such action, we will always warn customers that they are behaving in an unacceptable way to give them the chance to change their behaviour.

• - First Warning: A simple request that they refrain from their behaviour so you can work together to find a solution.
• - Second Warning: A more concise request explaining that if the behaviour does not stop, the call will have to be terminated.
• - Third Warning: A stop to communication. The employee will take the customer's details, name and number and advise them you are going to terminate the call and then end the conversation.

In extreme cases, such as physical threats, communication may be terminated immediately without warning.

ASL will make clear its stance on zero tolerance through prominent information in office spaces and via online resources accessed by customers.

At ASL, our employees are committed to:

• - Delivering a fair, transparent, proportionate, and accessible service.
• - Listening actively and responding with understanding.
• - Treating everyone with respect, empathy, and dignity.
• - Acting in accordance with the Civil Service Code.

What We Expect:

We ask that individuals engaging with our services:

• Remain courteous and respectful at all times.
• Communicate in a way that allows us to carry out our work effectively and efficiently for the benefit of all.

To help us improve our services, ASL collects and analyses anonymised data from communications such as letters, phone calls, and emails. We may also collect personal information including your name, address, telephone number and email address so we can direct your enquiry to the most appropriate team or resource.

Depending on the nature of your enquiry, we may request additional information to provide a more accurate response. We process this data under our legitimate interest to monitor, evaluate, and enhance the quality and effectiveness of our services.