Abuse is not part of the job

Abuse is not part of the job “Workers do not have to put up with harassment or abuse from customers. John Hannett General Secretary Usdaw Your emplo...
6 downloads 2 Views 463KB Size
Abuse is not part of the job “Workers do not have to put up with harassment or abuse from customers.

John Hannett General Secretary Usdaw

Your employer has a legal and moral obligation to protect you from harassment by customers – as far as this is possible. Usdaw is committed to ensuring that our members do not have to put up with harassment. The customer is not always right. If you get harassed make sure you let your Usdaw rep know what is going on. Keep notes of what happened and when it happened. But above all don’t just take it. Report it!”

What to do if a customer harasses you 1. Stay calm – or as calm as possible. Remember you are not alone and Usdaw will support you. 2. Do not tackle the situation on your own. Either call for a supervisor/manager to come to you, or go to a supervisor/manager. Ask them to deal with the customer. 3. The supervisor/manager should explain that harassment of staff will not be tolerated and seek an apology on your behalf.

The manager/supervisor should warn the customer that any repetition will not be tolerated, and may lead to their banning from the store or services being withdrawn.



In some cases, the manager/supervisor should ask the customer to leave the store straight away and not return.

4. Let your Usdaw rep know what has happened. 5. Always report customers who harass you to management. 6. Always report to management any harassment outside the store. 7. Always report to management when you see a banned person re-enter the store.

At any stage you can be assisted by your Usdaw rep. Always keep your Usdaw rep informed of your manager/supervisor’s response.

The duty of the company Harassment of staff by customers is an all too common event. Usdaw reps should check with management that they understand their responsibilities for staff who are harassed by customers. The company has a legal duty to: n Take all reasonable steps to prevent harassment taking place where it is within their power to prevent it. n Apply good employment practices to prevent the harassment or reduce the extent of it. This means the company should: n Adopt a policy in which it is clear that harassment of staff by customers will not be tolerated. n Make clear that policy to customers and to staff. n Encourage staff to complain – and support them when they do. n Take effective action by warning customers about their conduct and by banning them from the store if necessary.

Failure to take the necessary steps to protect staff from harassment could result in the company being open to prosecution under health and safety laws.

What if your employer fails to protect you? Your employer has a legal responsibility to protect you from customer harassment – as far as this is practicable. Doing little or nothing is not an option. Discuss the matter with your Usdaw rep or your Area Organiser. Usdaw believes that people should work in an environment free from harassment. We will do all we can to ensure employers abide by their responsibilities. Remember, you are not alone in tackling this matter. Usdaw is here to support you. Lodge a grievance under the company procedures. This is a priority if the matter is to be resolved. Often Usdaw has negotiated special complaints procedures with companies to deal with harassment. These allow for a grievance to be discussed at a senior level very quickly. Usdaw will support, assist and represent you at every stage.

Abuse IS NOT

part of the job

Usdaw will give you advice and assistance on all matters involving a tribunal application.

Abuse is not part of the job A checklist for Usdaw reps

3 3 3 3 3 3

Check with management that they understand their responsibilities to protect their staff from harassment. Check with management that they have a clear policy and procedures in place to support staff who are harassed by customers. Negotiate appropriate agreements. Treat complaints of harassment seriously and support members involved in any discussions or grievance hearings about the incident. Make sure that members who have a complaint know what to do and what procedure to use. If the member agrees, seek the support of other workers in order to reduce the feelings of isolation and individual vulnerability – make it a work issue shared by everyone. Keep a record of incidents of harassment by customers.

For further information or to join Usdaw ring the Union Helpline

0845 60 60 640 visit the Usdaw website

www.usdaw.org.uk write to the Union’s Central Office. Just write FREEPOST USDAW on the envelope and put it in the post.

www.usdaw.org.uk/freedomfromfear

Improving workers’ lives – Winning for members

Published by Usdaw, 188 Wilmslow Road, Manchester M14 6LJ March 2016

Leaflet No. 296