Unacceptable Customer Behaviour

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Unacceptable Customer Behaviour

Post by Admin on Sun Jul 16, 2017 12:44 pm

Absolut wrote:Rule 34833 has no link to primary legislation as far as I am aware. In other words, it's an internal made up rule. There is no definition of "participate" in the primary legislation other than:

to provide information and such evidence as may be prescribed as to his circumstances, his availability for employment and the extent to which he is actively seeking employment.

Beware roaches citing Unacceptable Customer Behaviour rules in order to bully a claimant into "participating" in an interview. The UCB policy is about health and safety but many roaches have tried to use it incorrectly in order to sanction people for not "participating" in an interview.
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Re: Unacceptable Customer Behaviour

Post by Admin on Sun Jul 16, 2017 12:45 pm

El-dudeareno wrote:
Absolut wrote:Rule 34833 has no link to primary legislation as far as I am aware. In other words, it's an internal made up rule. There is no definition of "participate" in the primary legislation other than:

to provide information and such evidence as may be prescribed as to his circumstances, his availability for employment and the extent to which he is actively seeking employment.

Beware roaches citing Unacceptable Customer Behaviour rules in order to bully a claimant into "participating" in an interview. The UCB policy is about health and safety but many roaches have tried to use it incorrectly in order to sanction people for not "participating" in an interview.

Sorry Absolut, do you know the JCP defintion of 'Unacceptable Customer Behaviour'? Just to make things clear for me? cyclops
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Re: Unacceptable Customer Behaviour

Post by Admin on Sun Jul 16, 2017 12:46 pm

Absolut wrote:
El-dudeareno wrote:Sorry Absolut, do you know the JCP defintion of 'Unacceptable Customer Behaviour'? Just to make things clear for me? cyclops

To quote their own words from the FOI:

Unacceptable Customer Behaviour (UCB) is any incident that causes employees or has the potential to make employees feel upset, threatened, frightened or physically at risk and is directed at them because of their work in the Department.

https://www.whatdotheyknow.com/request/unacceptable_customer_behaviour_2#incoming-828363

The Unacceptable Customer Behaviour Policy and processes are control measures to manage risk to staff, derived from Management of Health and safety (1999) regulation 3 underpinned by Health and safety at work act (1974).

Examples of UCB can include:
· Violence
· Verbal abuse (inc. by telephone)
· Abuse of a discriminatory nature e.g., sex, race, disability, religion, age
· Threats, which are implied or otherwise
· Intimidation
· Sexual innuendo
· Harassment
· Unwelcome attention
· Attempted or actual assaults - spitting that makes contact with the body is classed as an assault
· Damage to property
· Employees filmed, photographed or recorded in the workplace or working off-site, without their express consent
· Threats made in writing or via email
· Information about employees posted on social media e.g. face book

The list is not exhaustive. Any other incident that makes an employee feel uncomfortable, vulnerable or threatened must be reported. Incidents where the person’s identity is not known should also be reported.

Lack of participation or co-operation in an interview is not covered by the UCB policy and falls under primary JSA/UC/ESA legislation only.
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Re: Unacceptable Customer Behaviour

Post by Admin on Sun Jul 16, 2017 12:50 pm

El-dudeareno wrote:To quote their own words from the FOI:

Unacceptable Customer Behaviour (UCB) is any incident that causes employees or has the potential to make employees feel upset, threatened, frightened or physically at risk and is directed at them because of their work in the Department.

https://www.whatdotheyknow.com/request/unacceptable_customer_behaviour_2#incoming-828363

The Unacceptable Customer Behaviour Policy and processes are control measures to manage risk to staff, derived from Management of Health and safety (1999) regulation 3 underpinned by Health and safety at work act (1974).

Examples of UCB can include:
· Violence
· Verbal abuse (inc. by telephone)
· Abuse of a discriminatory nature e.g., sex, race, disability, religion, age
· Threats, which are implied or otherwise
· Intimidation
· Sexual innuendo
· Harassment
· Unwelcome attention
· Attempted or actual assaults - spitting that makes contact with the body is classed as an assault
· Damage to property
· Employees filmed, photographed or recorded in the workplace or working off-site, without their express consent
· Threats made in writing or via email
· Information about employees posted on social media e.g. face book

The list is not exhaustive. Any other incident that makes an employee feel uncomfortable, vulnerable or threatened must be reported. Incidents where the person’s identity is not known should also be reported.

Lack of participation or co-operation in an interview is not covered by the UCB policy and falls under primary JSA/UC/ESA legislation only.

Thanks, it does seem like double standards thou from these people at the DWP. "Threats, Harassment, and Abuse". How many time have I heard these words used to describe the treatment from some work-roaches, to there clients! Evil or Very Mad

Also I noticed its says on the UCB list:
"Employees filmed, photographed or recorded in the workplace or working off-site, without their express consent".. I thought you where allowed to record any meeting for your own personal use (nothing to fear nothing to hide?)? pirat
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