Mutual Respect Policy

We aim to provide the best service possible, however, we recognise that there may be occasions when we fall short of your expectations. We understand that it can be frustrating if something has gone wrong, there has been delay, or when we are simply not able to offer the solution, you require. We will always work to resolve these situations as quickly as possible.

We expect our employees to be courteous, understanding, and respectful always in their communication with our customers and we expect our customers to be respectful of our employees.

We would not expect our employees to have to tolerate:

• Aggressive or threatening behaviour
• Personal verbal abuse
• Derogatory remarks
• Inflammatory statements or offensive language
• Remarks of a racial or discriminatory nature

On the rare occasions that our employees are treated this way, we may after investigation, send you a warning letter with regards to the matter along with a copy of this policy or we may close your account.

When raising a complaint with an employee, if you feel that the matter has not been successfully resolved, you should write directly to the Manager of the office where you hold your account.