Harmful communications
This guide aims to inform Northland Regional Council (NRC) customers on our expectations on acceptable behaviour in accordance with the NRC Harmful Communication Policy.
We know people can be very upset at times; however, NRC employees are not expected to tolerate unacceptable behaviour as part of their work.
What behaviour is unacceptable?
- Abusive language directed at employees
- Threats made to NRC staff
- Intimidation
- Harassment – repeated communications, particularly out of hours calls
- Racist, sexist, or otherwise prejudiced language
- Defamatory accusations against NRC employees
Our employees may use any of the following approaches:
- Advise that the tone of the conversation is breaching NRC’s acceptability standards or,
- They may terminate the conversation, or
- NRC staff may advise the caller/person that they intend to start recording the conversation if they wish to continue.
Social media/online:
Abusive posts or comments on social media will be deleted, and the poster blocked where possible.
If an email received by staff is considered harmful it will be reported and kept indefinitely by NRC.
Returning calls:
Abusive messages are left on staff answerphones will not receive a response.
Harassment:
Repeated calls to staff, to cell phones out of hours, may be considered harassment.
Evidence of abusive calls:
If a recording is made of an abusive phone call, this will be kept indefinitely in digital form by NRC.
Debunked phenomena:
Northland Regional Council will not investigate reports of phenomena that are alleged to be caused by activities that have been scientifically debunked and can be readily explained by proven natural causes.