Last Updated: 8 February 2026
At Giant Communications, we are committed to providing a fair, consistent and accessible service to all customers. We also have a duty to ensure a safe working environment for our staff and to maintain service standards for all users of our network and platforms.
On occasion, customer behaviour may become unreasonable or abusive. Where this occurs, Giant reserves the right to manage contact appropriately in order to:
Protect staff wellbeing
Prevent disruption to other customers
Maintain effective service delivery
This policy explains how we handle situations where customer behaviour is considered unacceptable.
We recognise that some customers may have mental health conditions, disabilities, or other circumstances that affect communication.
Where relevant, we will consider individual needs before taking action and will make reasonable adjustments where possible. However, abusive or threatening behaviour toward staff will never be tolerated.
This policy applies to:
All Giant Communications staff
All customers
All communication channels (phone, email, chat, social media, in-person, written)
Third-party services acting on our behalf (e.g. translators, contractors)
Unacceptable behaviour generally falls into two categories:
All staff have the right to work without being subjected to abuse.
Examples include:
Threats of violence or harm
Swearing directed at staff
Discriminatory, racist, sexist, or religiously offensive remarks
Personal insults or derogatory comments
Harassment or intimidation
Written or spoken language that causes staff to feel threatened or distressed
Violence includes both physical threats and behaviour intended to cause fear or emotional harm.
Behaviour may be unacceptable due to its persistence or scale, even if the tone is not aggressive.
Examples include:
Demanding responses within unrealistic timeframes
Repeatedly contacting us about the same issue without new information
Insisting on speaking to specific staff members unnecessarily
Excessive emails, calls or messages
Sending duplicate correspondence to multiple staff
Refusal to accept a decision or explanation
Repeated contact after a matter has been closed
Each case is assessed based on the situation and seriousness of the issue.
If unacceptable behaviour continues, Giant may restrict contact or terminate services. Actions are always proportionate and at the discretion of company management.
Possible measures include:
Blocking phone numbers or email addresses
Limiting contact to one communication method
Assigning a single staff contact
Limiting how often contact can be made
Filing correspondence without response where no new issues are raised
Ending complaint investigations
Reporting criminal threats to the police
Seeking legal remedies such as court orders
Immediate termination of services without refund for unused time
Staff may end calls where behaviour becomes abusive. A warning will usually be given first. Call details will be logged.
Repeated incidents may result in call barring.
Legitimate service queries will be addressed, but abusive language will not be tolerated. Where appropriate, a warning may be issued. Staff may escalate to management if they feel uncomfortable responding.
Any threat is treated seriously.
Incidents must be reported internally and may be escalated to:
Management
Legal advisors
Law enforcement
Evidence handling will follow data protection requirements.
Contact restrictions or service termination can only be authorised by senior management or company directors.
We aim to maintain reasonable access where possible, while protecting staff.
Where restrictions are applied, the customer will normally be informed in writing. This will outline:
The reason for the decision
Any prior warnings
The restriction applied
Duration (if temporary)
Appeal rights (where applicable)
Customers may appeal decisions involving full contact restriction or service termination.
Appeals must be submitted in writing and will be reviewed by management not involved in the original decision.
Restrictions remain in place during the appeal process.
This policy is reviewed periodically to ensure fairness and compliance with equality legislation and industry standards.
