Customer code of conduct
Grain is committed to delivering an excellent service to our customers and stakeholders. The Customer Code of Conduct gives clear information on the standard of behaviour that we expect from customers, as well as the types of unwanted behaviours which will not be tolerated, and the type of behaviour you can expect in return. The code covers all contact with customers and stakeholders, from face to face with our Engineers to on the phone with our service team.
Day-to-day contact
When customers or stakeholders contact us over the telephone, in person, in writing, by email, or via social media we expect them to:
- Show respect and courtesy to our team at all times
- Treat us as you would like to be treated yourself
- Assist us by providing as much information as possible so that we can make a prompt response or decision
- Allow us reasonable time to respond to your request
- Answer any appropriate correspondence received from us
General conduct
In our dealing with customer and stakeholders, we will not tolerate:
- Foul, abusive or offensive language (for example swearing or remarks that are discriminatory)
- Making threats or unreasonable demands
- Personally criticising any individual
- Discriminating against any team member on the grounds of race, colour, age, religion or political beliefs, disability or illness, gender, marital status, sexual orientation, class, learning difficulty, appearance or employment status
- Engaging in any form of harassment
Action and next steps
If a member of our team identifies any behaviour which is not appropriate, they will make you aware of this and ask for it to stop. If this does not stop after the first warning, they will for example end the call or leave the property. In some serious cases, we may as a business take further appropriate action, such as contacting the relevant authorities or insisting that all communication is in writing only.
Our team
If you have concerns about the behaviours or conduct of our team, please make us aware of this as soon as possible so that we can investigate. This may for example involve listening to phone calls or speaking to those involved.
