At STAR, we aim to deal with everyone fairly, respectfully and impartially.
We understand that people may contact us when they are frustrated, disappointed or upset. This is particularly true where someone has had a problem with tickets, an event, a refund, accessibility, customer service or a complaint that has not been resolved.
We will do our best to listen, explain what we can and cannot do, and handle matters properly. However, our staff must also be treated with courtesy and respect.
This policy explains what we may do if someone's behaviour becomes unreasonable.
Who this policy applies to
This policy applies to anyone who contacts STAR, including:
- consumers
- complainants
- STAR members
- representatives
- advisers
- anyone else involved in an enquiry, complaint or dispute
It applies to all contact with STAR, including email, phone, post, online forms, meetings, social media and any other communication.
What we mean by unreasonable behaviour
We do not regard someone as unreasonable just because they are upset, angry, persistent or disagree with us.
Behaviour may become unreasonable if it makes it difficult for us to deal with a matter properly, affects our ability to help other people, or places unfair pressure on STAR staff.
Unreasonable behaviour can include:
- abusive, offensive or threatening language
- personal insults or discriminatory comments
- repeated contact about the same issue after we have explained our position
- refusing to accept what STAR can and cannot do
- demanding a response in an unreasonable timescale
- insisting on speaking only to a particular person when this is not possible or appropriate
- sending excessive numbers of emails, letters or messages
- repeatedly raising points that have already been considered
- making unfounded allegations about staff
- trying to intimidate or pressure staff
- refusing to follow reasonable steps in our complaint or dispute resolution process
Abusive, offensive or threatening behaviour
We will not accept behaviour that is abusive, offensive, threatening or discriminatory.
This may include:
- swearing at staff
- personal abuse
- rude, insulting or obscene comments
- racist, sexist, homophobic, ableist or other discriminatory language
- aggressive behaviour
- threats of violence
- threats to damage property
- attempts to intimidate staff
If this happens, we may ask the person to stop. If the behaviour continues, we may end the call, stop the conversation or take further action.
Unreasonable demands
We will try to respond to enquiries and complaints as quickly as we reasonably can. However, some demands may be unreasonable.
Examples include:
- demanding an immediate response where this is not possible
- asking STAR to do something outside its role or powers
- asking STAR to give legal advice
- asking STAR to act for one side in a dispute
- insisting that a particular outcome must be reached
- asking us to reopen a matter without new information
- repeatedly asking for an explanation that has already been given
Where demands are unreasonable, we will explain what we can and cannot do.
Excessive contact
We understand that people may want updates about their complaint or enquiry. However, very frequent or repeated contact can make it harder for us to deal with the matter and to help others.
Examples of excessive contact include:
- sending repeated emails before we have had a reasonable opportunity to reply
- calling repeatedly about the same matter
- contacting several members of staff about the same issue
- sending large amounts of information that is not relevant
- raising the same points repeatedly after they have already been answered
If contact becomes excessive, we may set limits on how we communicate.
Complaints about STAR's service
If someone is unhappy with the service STAR has provided, we will explain how they can raise this with us.
A complaint about STAR's service is different from a complaint about a STAR member or a ticketing issue. We will consider service complaints carefully, but we may not respond repeatedly to the same points once they have already been answered.
If someone disagrees with a decision to restrict contact under this policy, they may raise this under STAR's Complaints about STAR's ADR service policy, where it relates to the ADR service. That process cannot be used to reopen the underlying ADR outcome.
Reasonable adjustments and individual needs
We will take account of individual needs when applying this policy.
Before taking formal action, we will consider whether the person may need a reasonable adjustment or extra support to communicate with us or use our service.
This policy will not be used to disadvantage someone because of a disability, health condition, communication need or other protected characteristic.
What we may do
If we think someone's behaviour is unreasonable, we will usually explain the problem and ask them to change their behaviour.
If the behaviour continues, we may take further action. This may include:
- ending a phone call or meeting
- asking the person to contact us only in writing
- asking the person to use one email address or contact point
- asking the person to contact only a named member of staff
- limiting the frequency of contact
- setting out when we will next respond
- not responding to repeated points that have already been answered
- adding further repeated correspondence to the file without replying to it
- pausing our consideration of a matter until the behaviour changes
Any restriction will be reasonable and proportionate.
Serious or extreme behaviour
In serious cases, we may take stronger action. This may include ending contact with a person or refusing to continue correspondence about a matter.
In extreme cases, such as threats of violence or serious harassment, we may contact the police or take legal advice.
We may take immediate action without warning if we believe there is a risk to the safety or welfare of STAR staff or others.
How we will make decisions
Where possible, we will explain:
- why we think the behaviour is unreasonable
- what behaviour needs to change
- what action we are taking
- how long any restriction will last
- how the person can continue to provide relevant information, where appropriate
A decision to restrict contact will be taken by a senior member of STAR staff.
We will keep any restriction under review and will remove it when it is no longer needed.
Records and data protection
We may keep a record of behaviour that we consider unreasonable, any warning we give, and any action we take under this policy.
We will only record information that is relevant and necessary. We will handle personal information in line with data protection law.
More information about how STAR collects, uses and protects personal information is set out in STAR's Privacy Notice.
Related policies
This policy should be read alongside STAR's:
- Accessibility and reasonable adjustments policy
- Complaints about STAR's ADR service policy
- Privacy Notice
When applying this policy, we will consider whether a person may need a reasonable adjustment or extra support to communicate with us or use our service.
Our commitment
We remain committed to dealing with enquiries, complaints and disputes fairly and impartially.
This policy is not intended to stop people from raising legitimate concerns. It is intended to help STAR protect its staff, manage its work properly and provide a fair service to everyone who uses it.
