Client Behaviour Charter
At Citizens Advice Plymouth, we are committed to ensuring that everyone can access our services in a safe, respectful and supportive environment.
What You Can Expect From Us
Our staff and volunteers will:
- Treat you with dignity, respect and fairness.
- Listen without judgement.
- Maintain confidentiality where appropriate.
- Provide impartial advice and support.
- Act professionally at all times.
What We Expect From You
We ask everyone using our services to:
- Treat staff, volunteers and other clients with respect.
- Communicate in a courteous and professional manner.
- Respect personal boundaries.
- Follow reasonable requests made to maintain safety.
- Help create an inclusive environment for everyone.
Behaviour We Will Not Tolerate
This includes, but is not limited to:
- Threatening or intimidating behaviour.
- Verbal abuse.
- Discriminatory language or behaviour.
- Harassment.
- Sexual comments, jokes or gestures.
- Unwanted sexual attention.
- Inappropriate touching or physical contact.
- Sending offensive, explicit or inappropriate messages, emails, photographs or images.
- Inappropriate behaviour during face-to-face, telephone, online or video appointments.
If Unacceptable Behaviour Occurs
We May:
- End the appointment immediately.
- Refuse to continue communications.
- Introduce additional safety measures.
- Restrict access to our services.
- Report serious incidents to relevant authorities where appropriate.