What behaviour might be considered as unacceptable or unreasonable?
Unacceptable behaviour directed towards Student Haus staff may for example, include the following:
- Aggressive or abusive behaviour (examples include threats, physical violence, personal verbal abuse, derogatory remarks and rudeness, inflammatory statements and unsubstantiated allegations)
- Persistently making the same complaint, despite the matter having been fully addressed / investigated under the complaints procedure, or seeking an unrealistic outcome with intent to persist until the desired outcome is achieved
- Repeating complaints about a previous or historical matter that cannot be undone or remedied
- Repeatedly changing the nature or focus of a complaint or the desired outcome, part way through an investigation or after a formal response has been provided
What measures are in place to prevent unacceptable behaviour or violence at work?
Clear standards are in place to ensure that services meet the expectations of the customers and are delivered in a manner that is professional, courteous and timely. Student Haus’ Complaints Procedure provides the means by which service users can exercise their right to register a complaint where they consider that those expectations have not been met.