Service User Expectations
There are certain expectations that we have of customers in their interactions with us. We understand that the issues you face can be emotionally charging or draining. They can make you sad, angry, impatient… however, the following core behaviours are the minimum we expect from service users:
Be honest – we can’t help you if you hide anything about your situation
Lastly, treat our staff and volunteers with the respect that they are showing you. We are under no obligation to accept abuse or threatening behaviour. In most cases we operate a three-strike policy:
In some cases of extreme abuse or threatening behaviour, our staff and volunteers reserve the right to immediately terminate the call. Additionally, we will contact the Police if we believe a threat to be of a substantial nature.