What our staff expect
This page explain what our staff expect from you when you contact us.
If you phone one of our customer service centres, our staff will be polite to you and will expect the same from you. We may end a phone conversation if the caller uses inappropriate language or aggressive behaviour. We will ask the caller to stop that behaviour and, if it continues, we will end the call.
We will do our best to provide you with the services you need, when you want them. In return we ask that you:
- do not contact us to ask about the progress of your application unless we have failed to meet published targets;
- tell us if you have special needs;
- let us know if you need an interpreter;
- give us all the information we ask for and tell us about any relevant changes in circumstances (for example, a change of address);
- treat our staff politely and with respect; and
- provide complete and accurate information and not deliberately mislead us in any way.
We will not tolerate:
- abusive, intimidating or threatening behaviour;
- swearing and offensive language;
- insulting remarks about a person's sex, race, nationality, disability status, age, actual or perceived religion or belief or actual or perceived sexual orientation;
- shouting;
- insults about our procedures, our staff or other people; or
- attempts to use pressure or bribery to get information.
If you plan to visit one of our public enquiry offices, you should read the rules in place for public enquiry offices.