Vexatious and persistent behaviour policy

Over the telephone

In situations where the language and content of telephone calls becomes abusive or threatening to officers, it is acceptable for a council employee to terminate a telephone conversation.

In all cases the officer should remain polite and, wherever possible:

Provide the complainant with the opportunity to modify their behaviour by informing the complainant that unless they do so, the call will be terminated.
If a call needs to be terminated as a result of the complainant’s conduct a file record must be kept and the service manager advised.