What our staff expect
If you phone one of our customer service centres, our staff will be polite to you on the phone and expect the same from you. We may end a phone conversation if the caller uses inappropriate language or aggressive behaviour. We will ask the caller to stop that behaviour and, if it continues, we will end the call.
We will not tolerate:
- abusive, intimidating, or threatening behaviour;
- foul language;
- insulting remarks about a person's race or gender;
- shouting;
- insults about our procedures, our staff, or other people; and
- attempts to use pressure or bribery to obtain information that we cannot give you.
If you plan to visit one of our public enquiry offices, you should read the rules in place for public enquiry offices.