How We Handle Your Calls

Mole Valley District Council is committed to putting customers at the heart of what we do. Our aim is to deal fairly, respectfully and consistently with all members of the public who call MVDC, in line with our values.

We aim to provide accessible services for customers. However, we retain the right to manage a person’s contact with a service where it is considered that person’s behaviour or actions are unreasonable. We also have a zero tolerance approach with regard to racist, sexist, homophobic or other prejudicial behaviour directed towards any member of staff or MVDC contractors.

We understand that people can act out of character in times of stress or when they are upset or unhappy with a situation. We also recognise that some behaviour that may initially be perceived as unreasonable (such as a raised voice) may be due to a specific reason such as a disability. In such circumstances we will work with you to provide the right support to help you access our services. However sometimes when people are angry, demanding or persistent it can result in unreasonable demands on a service or unacceptable behaviour towards employees.

We know it is frustrating when we do not meet your expectations. We will do everything we can to resolve your complaint and we will always treat you fairly and with respect. In return, and in line with our Values, we ask you to:

  • Treat our staff with respect
  • Not use abusive language or behaviour when dealing with us
  • Comply with all reasonable requests we make in trying to resolve concerns

Most customers are polite and reasonable. On the rare occasion when contact is made in an unreasonable way for example repeatedly, obsessively or aggressively, we may need to terminate the call. In some cases we may write to you explaining what actions we are taking to resolve the matter. This could include restricting how you contact us and who you can contact.