Unacceptable Behaviour Policy

We understand that breakdowns and accidents can be stressful. Our employees, contractors and Vehicle Recovery Operators (“VROs”) must nevertheless be treated with courtesy and respect.

You are responsible for your own behaviour and the behaviour of anyone acting on your behalf when communicating with us or receiving assistance.

Unacceptable behaviour

We will not tolerate behaviour that is abusive, threatening, discriminatory or violent. This includes:

• Personal insults or targeted swearing
• Threatening, aggressive or intimidating language
• Racist, sexist, homophobic or other discriminatory comments
• Harassment or repeated personal attacks
• Threats of violence, harm or damage to property
• Physical aggression or conduct that places someone at risk

Behaviour may also be considered unacceptable where a person persistently:

• Talks over or repeatedly interrupts someone who is trying to assist
• Refuses to listen to or engage with reasonable explanations
• Makes demands that are unreasonable or outside the applicable policy or service
• Repeats the same request after a clear response has been provided
• Refuses to answer reasonable questions needed to provide assistance
• Prevents a constructive conversation or materially affects our ability to provide an effective service
• Makes excessive or repetitive contact that places an unreasonable demand on our employees or services

This list is not exhaustive. We will consider the nature, seriousness, persistence and impact of the behaviour, together with the circumstances in which it occurred.

Action we may take

If your behaviour is unacceptable, we may tell you what needs to change and warn you about the action we may take if it continues.

Depending on the nature and seriousness of the behaviour, we may:

• End a call or other interaction
• Restrict how, when or through whom you communicate with us
• Require you to comply with clear behavioural conditions before assistance continues
• Ask a VRO to withdraw from or decline an attendance
• Change, pause or decline roadside assistance where we feel the risk cannot be managed safely
• Require you to arrange assistance independently
• Cancel your policy
• Report suspected criminal behaviour to the police
• Take any other action permitted by the terms of your policy or service

If an alternative VRO is asked to attend, they may be informed about the previous incident and any relevant safety concerns.

Ending an interaction or attendance does not automatically cancel your policy. However, serious or repeated behaviour may result in further action, including restrictions on future services.

Complaints and reviews

You may ask us to review a formal restriction or make a complaint about how we have applied this policy.

• A restriction under this policy will not remove your right to complain. We may, however, make reasonable arrangements for how your complaint or other communications are handled.