PURPOSE   

The purpose of this document is to ensure that safe, healthy, and respectful engagement occurs between Clear to Work (CTW) and customers. 

SCOPE

This policy and procedure refers to all CTW customers (past and present), staff, contractors, and any stakeholders involved in the running of business.

POLICY STATEMENT                                          

CTW’s foundation for a stress-free and enjoyable workplace and customer engagement requires a clear framework of behavioural expectations from all parties.

CTW respects good business practices where CTW staff and stakeholders will be fair, honest, impartial, and professional at all times and follow all internal policies and procedures.  

This framework is based on two (2) main pillars:

1. Respect for each other

Under no circumstances will the following behaviour be accepted or engaged with from any parties mentioned in the scope of this policy:

• Bullying
• Name calling
• Swearing
• Belligerence
• Threats
• Mocking
• Contempt, disrespect or distain for a person’s culture, sexual proclivity, or gender
• Acts of aggression (verbal or written)
• Offensive language or rhetoric

2. Respect for CTW

CTW strongly discourages the following behaviour from all parties mentioned in the scope of this policy:

• Writing unfounded, false, or defamatory information on public websites. If such claims are deemed to be unfounded, false, or defamatory in nature, CTW may respond by engaging legal action.
• Seeking external means of mediation and appeal, without first seeking guidance and support internally from CTW.  

PROCEDURE

CTW will follow the below procedure when dealing with cases of unwarranted behaviours: 

1. Receipt of unwarranted behaviour

On identification of a potential ‘unwarranted behaviour’ case, CTW staff members are required to forward all information and evidence immediately and directly to a/or all CTW Executive Managers (Compliance Manager, Chief Operations Officer, and Chief Executive Officer).

2. Review process and behaviour against the framework of behavioural expectations

The CTW Executive Managers will review and evaluate the parties involved, the product and service experience had by the customer, and the incident that has occurred resulting in the behaviour. On review of all information, management will decide if the behaviour falls into any of the main pillars mentioned in the Policy Statement. 

3. Identification of breach and proportionate response

A case manager will then be allocated to ascertain the appropriate course of action. Responses are to be curated and in standardised format. Responses must always include information on appropriate means of complaints and/or appeals processes.

a. Respect for each other

CTW values the health and safety of its employees and students and does not, under any circumstances, tolerate the disrespectful treatment of staff.

Customers found engaging in these behaviours will be subject to the following:

• Will not be allowed to continue with their police check application if it has not yet been submitted
• If the check has been submitted, CTW will withdraw the application
• No refund will be provided

b. Respect for CTW

Customers found engaging in these behaviours will be subject to the following:

• Have their check application withdrawn/cancelled
• No refund will be given
• Face engagement from CTW legal team