Zero Tolerance Policy

Purpose

The purpose of this Zero Tolerance Policy is to ensure a respectful, safe, and professional environment for all employees and clients at Newcastle Aquatic Physiotherapy. This policy outlines unacceptable client behaviours, and the actions Newcastle Aquatic Physiotherapy will take to address them.

​

Scope

This policy applies to all customers, clients, and visitors interacting with Newcastle Aquatic Physiotherapy in any setting, including face to face interactions, online, or over the phone.

​

Policy Statement

Newcastle Aquatic Physiotherapy has a zero-tolerance approach to the following client behaviours:

• Abuse and Threats: Any form of verbal or physical abuse, threats, or intimidation towards employees, other clients, or anyone else on our premises or interacting with us.

• Harassment: Unwelcome or inappropriate behaviour including, but not limited to, sexual harassment, racial discrimination, or harassment based on any protected characteristic.

• Aggression: Aggressive or disruptive behaviour that interferes with the operations of Newcastle Aquatic Physiotherapy or the comfort and safety of employees and other clients.

• Damage to Property: Intentional or reckless damage to Newcastle Aquatic Physiotherapy property or the property of other clients.

• Discriminatory Behaviour: Any form of discrimination or exclusion based on race, ethnicity, gender, age, disability, sexual orientation, religion, or any other protected characteristic.

​

Response and Consequences

All reported incidents will be investigated promptly and thoroughly. Newcastle Aquatic Physiotherapy will take appropriate action, which may include issuing warnings, denying service, or involving law enforcement if necessary. Persistent or severe violations may result in the client being asked to leave the premises or being denied service in the future.

In cases of severe abuse, threats, or criminal activity, Newcastle Aquatic Physiotherapy reserves the right to take legal action to ensure the safety of employees and other clients.

​

Awareness

This policy will be communicated to clients through Newcastle Aquatic Physiotherapy’s website, signage, and at points of service.

Newcastle Aquatic Physiotherapy’s employees will receive training annually communicating expectations of respectful and professional client interactions and what constitutes unacceptable client behaviour.

​

Acknowledgment

By accessing our services, you acknowledge that you have read and understood Newcastle Aquatic Physiotherapy's Zero Tolerance Policy for Client Behaviour.