Supporting staff against unacceptable customer behaviour
We have refreshed our Unacceptable Customer Actions Policy, making it clear that poor behaviour from customers will not be tolerated. This update strengthens our commitment to protecting staff and ensuring a respectful working environment.
The policy outlines behaviours that are considered unacceptable - such as aggression, abuse, and unreasonable demands - and details the steps the council may take in response, including issuing warnings or restricting contact.
You’re supported
All staff should feel safe and empowered to report incidents. If you experience or witness unacceptable behaviour, please speak up. You’ll be supported, and your concerns will be taken seriously.
Managers are being briefed on the updated policy and are available to help guide you through the reporting process. The council is committed to ensuring that no one feels alone when dealing with difficult interactions.
Read the Policy
You can read the full update on the Moray Council Newsroom.
Let’s continue to work together to maintain a safe, respectful, and professional environment for everyone.