At Organic Basics, we understand that it can be frustrating for a customer to experience issues with an order and that in times of distress, people may act out of character, but we do not condone inappropriate or hateful demands or actions by customers towards our employees.
To ensure a safe working environment and protect our employees, we have established the following Customer Harassment Policy.
What constitutes Customer Harassment at Organic Basics?
Harassment includes any request, behaviors and tones that are unreasonable and harm the working environment of employees.
Note that even if a customer demand is reasonable, the means used to communicate these demands can still be deemed as inappropriate.
Before any action is taken, we will inform the customer of our concerns and offer an opportunity to clarify or amend their behavior.
Examples of customer harassment include, but are not limited to:
- Threats, insults and other forms of verbal abuse
- Personal attacks
- Privacy violations including posting of personal information of employees on social media
- Any action that causes strong mental stress such as stalking, discrimination, sexual harassment or other forms of indecent behaviour
- Unauthorized recording or photographing and the unauthorized use of images, videos and audio recordings
- Threats or actions that damage or suggests damage to the reputation of the employees above a normal level of dissatisfaction
- Unreasonable complaints or demands for apologies
- Statements implying or encouraging self-harm or suicide
- Any other behaviour that causes distress our employees and significantly disrupts their working environment
Response to harassment by customers
If a behavior from a customer is determined to constitute harassment, we reserve the right to:
- Refuse transactions
- Discontinue the collaboration with the customer and deny any future orders
- Deny the customer access to our Loyalty Club
- Apply any other restrictions that we deem appropriate to ensure the well-being of our employees
The above measures will only be applied after reasonable assessment and only in cases where they are legally permitted.
In cases where the behavior is particularly malicious or illegal, we may collaborate with police, legal counsel, and other authorities to consider appropriate legal action against the customer.
We always strive towards responding to the opinions and requests of our customers openly and curiously as we believe that is how we as a company can grow and build better services.
However, in the event that we deem customer actions as customer harassment, we will respond according to this policy.