Unacceptable Customer Behaviour Policy

At ev.energy, we’re committed to delivering a positive, respectful, and supportive experience for all our customers. We understand that you may occasionally need to contact us about your account, app, or charging service, and that sometimes these matters can be frustrating. Our team is here to help and will always do their best to resolve your query quickly and fairly.

In return, we ask that you treat our team members with respect and courtesy at all times. If your behaviour negatively affects the wellbeing of our colleagues, we will take appropriate action in line with this policy.

Policy Statement

ev.energy has a zero-tolerance policy for any form of unacceptable or abusive behaviour towards our employees, contractors, or representatives.

This applies to all types of contact, including phone, email, live chat, social media, and in-person events. We have a duty of care to protect the wellbeing and safety of our people and will not accept any language or behaviour that we consider abusive, threatening, or inappropriate.

Any instance where a member of our team is abused, threatened, or assaulted—verbally or physically—is considered unacceptable and will not be tolerated.

Examples of Unacceptable Behaviour

Direct Abuse

Behaviour that is personally directed towards a member of our team, including but not limited to:

  1. Making comments about an individual’s race, ethnicity, nationality, or religion.
  2. Using threatening, aggressive, or intimidating language or tone.
  3. Making sexual remarks, innuendo, or unwanted suggestions.
  4. Using offensive or discriminatory language, including references to gender, disability, sexual orientation, or any protected characteristic.
  5. Jokes or statements intended to humiliate or degrade a member of our team.
  6. Persistent swearing or shouting directed at our employees.

Indirect Abuse

Behaviour that is not personally directed but is still offensive or disruptive, such as:

  1. Inappropriate or discriminatory comments made in general conversation or correspondence.
  2. Excessive use of profanity or shouting, even if not aimed at an individual.
  3. Statements or language that are derogatory, inflammatory, or disrespectful towards ev.energy or its staff.

This list is not exhaustive, and other forms of behaviour may also be considered unacceptable.

Actions We May Take

If we believe your behaviour is inappropriate, we will always try to address it fairly and proportionately.

Depending on the situation, we may:

  • Advise you that your behaviour is not acceptable and ask you to modify it so we can continue the conversation.
  • End the call or chat if the behaviour continues or becomes abusive.
  • Escalate the interaction to a team leader or manager.

All incidents of unacceptable behaviour are reviewed by our team, who will assess the context and decide on next steps. Possible outcomes include:

  • A formal warning, reminding you of this policy and the consequences of continued unacceptable behaviour.
  • Restricted communication, where only certain channels may be used to contact us.
  • Disconnection from our service, either immediately or with 30 days’ notice, depending on the severity of the behaviour.

Additional Considerations

We recognise that some customers may have additional needs or circumstances that could affect communication. We will always take this into account when reviewing any incident.

If you have any additional needs, please ensure they are recorded on your account so we can provide the right support.