My team and I are here to help constituents experiencing difficult circumstances, and we will do everything in our power to support you.

To enable us to do this, and to ensure that all constituents can access my office’s services in a safe and respectful environment, I ask that constituents adhere to this policy of acceptable behaviour. Unacceptable behaviour will not be tolerated and may result in restrictions on engagement.

My staff, like all workers, have a right to safety and dignity at work, and to exercise their duties free from harassment or intimidation. If they feel threatened or unsafe at any point during an interaction, they will end the conversation. 

Aggressive or abusive behaviour 

This includes:

• Violence or threats – whether physical, verbal, or online.
• Abusive language – including derogatory, discriminatory, or offensive remarks.
• Serious, unsubstantiated allegations – such as accusations of criminality or corruption without evidence.

Harassment

Examples include:

• Recording conversations without consent and publishing them online.
• Contacting my staff on personal social media or using their private details.
• Publishing private or sensitive information about my team in public forums.

Unreasonable demands

A request becomes unreasonable when it significantly impacts my office’s ability to assist other constituents. Examples include:

• Repeatedly demanding responses within an unreasonable timescale.
• Insisting on speaking to a specific member of staff when that is not possible.
• Changing the substance of a complaint or repeatedly raising unrelated concerns.
• Making excessive contact while a case is already being considered.
• Refusing to accept a decision after a clear explanation has been provided.

Unreasonable levels of contact

Sometimes, the frequency or duration of contact can prevent my office from handling cases efficiently or helping others. This includes:

• Multiple calls in a short space of time.
• Repeated long phone calls covering the same points.
• Excessive emails or letters repeating previous information.

Use of AI

I want to hear about your issue in your own words, so that I can best help you. I know some people find AI tools such as ChatGPT helpful when contacting me. Please be aware that AI-generated text can make casework emails unnecessarily complicated, long or include legal references that are not relevant. This may increase the time it takes me to review your issue, or I may need to ask you to rewrite your email.

Action my office may take

If unacceptable behaviour continues, I may take further action, including:

• Issuing a warning and requesting a change in behaviour.
• Restricting contact to written correspondence only.
• Ceasing communication if behaviour remains unacceptable.

Any formal restrictions will be communicated in writing, and a note will be placed on record.

I appreciate the time and effort that people take to contact me, and my team will always treat constituents with respect. In return, I ask for the same consideration so that we can continue to provide help and support to those who need it.