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Zero Tolerance Policy

Site Conduct & Staff Safety

 

Policy Reference: 2026-01 |   Version: 1.0   |   Review Date: May 2027

 

1.  Purpose

Our organisation is committed to providing a safe and respectful working environment for all staff, contractors, and representatives. The safety and dignity of our personnel, both in the office and on site is non-negotiable.
 

This policy establishes a clear and enforceable zero-tolerance position with respect to abusive, aggressive, threatening, or obstructive behaviour directed at any member of our team while working in our office, conducting site visits, assessments, inspections, or any other field-based activity.
 

2.  Scope

This policy applies to:

  • All staff, contractors, and consultants engaged by this organisation;

  • All site visits, inspections, condition assessments, and any other work conducted at client or third-party properties;

  • All parties present at site, including property owners, tenants, occupants, and any other individuals on the premises.

 

3.  Policy Statement

NOTICE TO ALL CLIENTS AND PROPERTY OWNERS

Any abusive, aggressive, threatening, or obstructive behaviour directed at our staff, contractors and consultants on site will result in the immediate withdrawal of our personnel and the suspension or termination of our engagement for all services, without notice and without penalty to this organisation.

 

Our staff have the right to perform their duties free from intimidation, abuse, and undue interference. This right takes precedence over any commercial obligation, and no staff member, contractor, or consultant will be expected or required to remain on site in circumstances where their safety, well-being, or professional dignity is being compromised.

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4.  What Constitutes Unacceptable Behaviour

The following behaviours whether directed at staff directly, displayed in their presence, or communicated via any medium are considered unacceptable and will trigger the provisions of this policy:

  • Verbal abuse, including yelling, swearing, insults, or demeaning language;

  • Threatening behaviour, including implied or explicit threats of physical harm or damage;

  • Physical aggression or intimidation, including gesturing, invading personal space, or physical contact;

  • Deliberate obstruction of our staff’s ability to carry out their professional duties;

  • Attempts to coerce, pressure, or unduly influence the findings, conclusions, or recommendations of our staff;

  • Discriminatory, racist, sexist, or otherwise offensive conduct;

  • Any other behaviour that, in the reasonable judgement of our staff member, poses a risk to their safety, wellbeing, or professional integrity.

 

5.  Rights and Obligations of Staff

Our staff are both entitled and required to:

  • Immediately cease all work activities and leave the site without delay upon experiencing or witnessing unacceptable behaviour as defined in Section 4;

  • Not provide advance warning or extended notice before withdrawing from site — their safety takes priority;

  • Report the incident to their manager or managing director as soon as practicable after withdrawal, and away from the site in a safe place.

  • Document the incident in writing, including time, location, parties involved, and a description of the behaviour observed within two hours of the incident taking place.

No staff member or contractor will face any adverse action, criticism, or performance consequence for exercising this right.

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6.  Consequences for the Client Engagement

Where staff are required to withdraw from site under this policy, the following consequences apply:

  • All site-based work will be suspended immediately and indefinitely pending review by management;

  • The client will be notified in writing of the incident and the reason for withdrawal;

  • We reserve the right to terminate our engagement entirely where the behaviour is deemed sufficiently serious, repeated, or irreconcilable.

  • Any fees associated with aborted site visits, re-mobilisation, or additional management time incurred as a result of the incident may be charged to the client;

  • Where the behaviour constitutes a threat or physical assault, we reserve the right to report the matter to the relevant authorities, including the Police.

 

7.  Acknowledgement by Client

By engaging our services and accepting our fee proposal, the client confirms that they have read, understood, and agree to comply with this BW&A Zero Tolerance Policy. The client accepts responsibility for ensuring that all persons present at the property during our attendance, including owners, occupants, and agents, are made aware of and conduct themselves in accordance with this policy.

This policy is incorporated by reference into our fee proposals and forms part of our terms of engagement.

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8.  Policy Review

This policy will be reviewed annually or following any reported incident. The Operations Manager is responsible for maintaining this policy and ensuring it is communicated to all relevant staff and incorporated into client-facing documentation.

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