Unacceptable behaviour towards Commission staff 

Read our Workplace health and safety commitment statement.

When you interact with Commission staff, we will behave as described in our Service Charter. We are committed to being courteous, respectful and helpful. 

In return, we expect you to treat us as you would like to be treated, and that you will avoid unacceptable behaviour. 

Unacceptable behaviour is: 

• language directed at Commission staff that is offensive, abusive, intimidating or threatening 
• violent or aggressive behaviour 
• any conduct that could be interpreted as sexual harassment 
• any other behaviour that may make Commission staff feel unsafe or at risk of harm. 

We will take appropriate steps in response to unacceptable behaviour whether it is over the phone, at our counters, or on Commission premises. This may include reporting threats of violence to the police.

If we observe unacceptable behaviour, we will advise that:

• the behaviour is not okay 
• we will not be able to help you if it continues. 
• If the behaviour continues, we will warn you that we will end the interaction. 

If the behaviour still continues, we will end the interaction. We may do this by: 

• leaving the front counter 
• ending a phone call 
• not replying to emails and instead escalating the situation to our senior staff. 

In certain circumstances, we may bring the behaviour to the attention of the Commission’s General Manager, who will consider if a referral to State or Commonwealth law enforcement agencies is necessary. 

Repeated unacceptable behaviour may lead to the introduction of a Communication Management Plan. 

A Communication Management Plan sets out how we will communicate with you. Plans are only put into place when there have been repeated instances of unacceptable behaviour, and only after the circumstances have been reviewed by our senior staff. 

If you are placed on a Communication Management Plan, we will give you written instructions about how you can communicate with us from now on. 

We know that coming to the Commission can be difficult. If you need help with your case, you can find out  Where to find legal help. 

If you are not happy with your experience with us, find out how to send us feedback and complaints.