Zero Tolerance Policy

Regional Broadband

Why we have this policy

At Regional Broadband, we want every interaction between our customers and our staff to be safe, respectful, and supportive. This policy explains the behaviour we consider unacceptable and what we may do if it occurs.

It applies to all contact with us — by phone, online chat, email, or in person. It works alongside our Terms & Conditions and forms part of your Agreement with us.

Behaviour we will not accept

The following behaviour will not be tolerated:

Violence or intimidation — any act or threat of physical violence, whether actual, threatened, or perceived.
Discrimination — language or behaviour targeting race, nationality, ethnicity, religion, gender, sexual orientation, gender identity, disability, age, or any other characteristic.
Verbal abuse — shouting, swearing, mockery, or deliberately disruptive behaviour.
Harassment — repeated unwanted contact, vexatious communications, or prank calls.
Deception — attempting to obtain confidential information through trickery or social engineering.

This list is not exhaustive. We may decide that other behaviour is unacceptable depending on the circumstances.

What we may do

If your behaviour is unacceptable, we may:

Ask you to change your behaviour and conduct yourself appropriately.
End the call or communication immediately, without warning.
Record the incident on your account for monitoring and future reference.

If the behaviour is severe or persistent, we may also:

Block your telephone number from contacting us.
Limit all your future communication with us to a single point of contact.
Report the matter to the police if we believe the behaviour may be unlawful.
Suspend or end your Agreement with us, in line with our Terms & Conditions.

Telling you about our decision — and how to appeal

If we restrict, suspend, or terminate your account under this policy, we will inform you in writing.

If you believe we have applied this policy incorrectly, you may request a review by writing to our management team within 30 days.

Recording and monitoring

We may record or monitor communications for quality, training, and compliance purposes. By communicating with us, you consent to this.

Changes to this policy

We may update this policy from time to time to reflect best practice and any changes required by law or regulation.