We know that when you contact us, the things you have to discuss are very important to you. They are very important to us too. However, protecting our people to ensure their personal safety and well being is equally important to us. We will do our best to deal with the matter you want to discuss to your satisfaction, but we cannot accept or tolerate any behaviour directed towards any person that contains: • offensive language • aggressive or threatening behaviour • racist, sexist or homophobic language • any form of discrimination We will give people the opportunity to address unacceptable behaviour but if it continues we may decide to terminate the telephone call. Also, if such behaviour persists, we may decide we are no longer prepared to communicate directly with someone over the telephone and require all future communication to be in writing.