Unacceptable Behaviour

We empathise with the stress you may be experiencing and any frustration you feel, however it is imperative that our volunteers are treated with respect while performing their duties.

What behaviour we consider unacceptable

In order to provide you with the best possible help, we will not tolerate any form of aggressive behaviour, including but not limited to:

• Use of foul language
• Verbal abuse
• Discriminatory actions, such as racism, sexism, or homophobia
• Physical violence or threats of violence

In order to serve all of our service users effectively, we may need to inform you if you are consuming an unreasonable amount of time. This may include instances where you:

• Continuously make demands in a short period of time
• Request to speak to a specific staff member when it is not feasible or repeatedly reach out to multiple staff members for different outcomes
• Continuously switch between issues or bring up unrelated topics
• Request assistance for matters beyond our scope of advice
• Persistently bring up the same issue after we have already provided help or when further assistance is not possible
• Request confidential information that we are unable to share
• Make excessive complaints without giving us the opportunity to resolve them or make an excessive number of data protection requests.

What we’ll do if your behaviour is unacceptable

We will provide you with an opportuunity to modify your behavior, but if it persists, we may take the following actions:

• Terminate the conversation
• Limit the amount of time we spend on the phone with you
• Cease in-person assistance and only provide support via phone and email
• Not respond to all of your communications
• Return letters and documents to you
• Only assist with specific issues

In extreme cases, we may also:

• Cease all assistance
• Contact the police

If we decide to stop helping you

Should we make the decision to discontinue our support, it means that you will no longer have access to the services of Pseudomyxoma Survivor and we may not respond to any of your attempts at contact.

We will offer you an opportunity to alter your behaviour prior to discontinuing our support, unless your behaviour poses a threat to the safety of our staff or others.

We will always make an effort to clearly communicate the reasons for discontinuing our support

Taking the issue outside Pseudomyxoma Survivor

If we decide to stop helping you, you can appeal to the Chair of The Charity. Your case will be reviewed. Should this not be to your satisfaction, you can contact the following bodies, deending on the nature of the issue.