Behavior Policy
1. Purpose
TNVCert aims to provide top-quality, consistent, and accessible services for the benefit of its external stakeholders: distributors, partners, trainers, invigilators, examiners, members of different committees and advisory boards, and clients (trainees, examinees, certified individuals, and certificate holders). Additionally, TNVCert is committed to creating and maintaining a positive work environment that ensures the safety and well-being of its staff while upholding their dignity, respect, and human rights.
The purpose of this policy is to ensure that TNVCert is managing unacceptable behavior of external stakeholders towards TNVCert staff in an impartial, confidential, fair, and timely manner.
Objectives of the Policy
- Inform TNVCert staff and external stakeholders what types of behavior are deemed unacceptable by TNVCert.
- Define the roles and responsibilities internally at TNVCert in dealing with unacceptable behavior.
- Inform external stakeholders of how unacceptable behavior will be managed by TNVCert.
2. Scope
This policy applies to all external stakeholders when interacting with TNVCert staff while the staff are carrying out their duties or services for TNVCert or on behalf of TNVCert.
3. Defining Unacceptable Behavior
What is deemed to be unacceptable behavior often differs depending upon the individuals involved, the culture in which the external stakeholder operates, and the particular circumstances of the interaction with TNVCert. However, any behavior that is reasonably likely to be expected to make a member of the TNVCert staff feel threatened, harassed, frightened, offended, or physically at risk is considered unacceptable.
Schedule A provides further examples of what will generally be considered unacceptable behavior.
4. Roles and Responsibilities in Managing Unacceptable Behaviors
Individual Employees
Employees are responsible for delivering excellent service to external stakeholders and avoiding any potentially difficult situations by displaying a professional attitude at all times. Should they experience unacceptable behavior from external stakeholders, TNVCert staff must immediately and adequately warn the external stakeholder that they deem their behavior unacceptable while remaining professional in their conduct.
If the unacceptable behavior occurs during a phone call, TNVCert staff are authorized to notify the external stakeholder that they will hang up the call if the unacceptable behavior continues following such a warning and do so if the external stakeholder does not stop immediately. The individual employee must report the incident as soon as possible to their Team Leader, Director, or C-Level Officer but shall consider any such information as confidential information of TNVCert and will not disclose it to any person other than such Team Leader, Director, or C-Level Officer.
TNVCert Leaders (Team Leaders, Directors, and C-Level Officers)
Leaders must ensure that this policy is properly communicated and enforced within their department. Leaders shall maintain accurate written records of all incidents reported by TNVCert staff under this policy. If Leaders deem it necessary for further actions to take place, they should contact the CEO.
CEO Responsibilities
The CEO is responsible for properly communicating this policy to external stakeholders. The CEO, or another person appointed by the CEO, shall investigate the incident further and ask for additional information or evidence as required. Depending on the assessment of the behavior, they may send a formal notification informing the external stakeholder that an incident has been reported and requiring a change in behavior. If the external stakeholder fails to comply with the formal notice requirements, the CEO must raise the issue with the Board of Directors.
Board of Directors Responsibilities
The Board of Directors is responsible for making the final decision on further actions to be taken, including, but not limited to, managing future communications and contacts with such Partners or Clients. If necessary, they may refer the issue to the Legal Department. Actions following the review process may include one or more of the following:
- Limiting future contact to a particular form (e.g., written form only).
- Arranging for a single, named member of staff to handle all future calls or correspondence from the respective external stakeholder.
- Recording all phone calls and personal contacts (ensuring GDPR and other relevant requirements are met).
- Terminating all contact(s) if the external stakeholder is a complainant.
- Terminating the relevant contract with such an external stakeholder, with termination deemed to be for cause.
- Taking legal action, such as applying for an injunction or court order to prohibit contact and ensure the cessation of such unacceptable behavior or request damages.
The actions taken shall be communicated to the external stakeholder in written form by an authorized representative of TNVCert.
Legal Department Responsibilities
The Legal Department is responsible for handling the legal aspects and initiating legal procedures regarding unacceptable behavior, as applicable.
5. Monitoring and Reporting
TNVCert will monitor this policy to ensure that it is being applied in a fair, reasonable, and consistent manner. The monitoring will be done by the Internal Auditor during the annual internal audit
6.1 Aggressive Behavior
This type of behavior is violent and may result in physical harm. This behavior also includes violent language used towards TNVCert staff, whether written or verbal, which is threatening in its nature and simulates aggressive acts.
6.2 Abusive Behavior
Abusive behaviors are considered behaviors that may be verbal and intimidating.
Verbal — this includes rudeness, derogatory remarks, inflammatory statements, and unsubstantiated allegations. This type of behavior also includes offensive language or shouting towards TNVCert staff via phone calls or any correspondence (email, letter, etc.).
Intimidating – This includes behavior that makes TNVCert staff feel afraid and threatened.
6.3 Vexatious Behavior
This type of behavior is manifested generally through different comments, actions, or gestures which are hostile or unwanted, and such behavior affects the dignity or psychological integrity of a TNVCert employee. Moreover, this type of behavior is manifested when an external stakeholder is seeking to cause unnecessary aggravation or annoyance to the TNVCert employees through groundless complaints.
6.4 Discriminatory Behavior
This type of behavior is displayed towards someone because of their disability, gender identity, race, religion, or sexual orientation.
6.5 Defamation
An external stakeholder must operate with integrity and shall not defame or disparage TNVCert or its staff. An external stakeholder is prohibited from making false or misleading statements regarding TNVCert or its products and services.
6.6 Persistent Behavior
An external stakeholder’s actions may be considered as persistent behavior when after all internal review mechanisms have been exhausted, the external stakeholder still continues to challenge the decision of TNVCert relating to their complaint or dispute. This persistent behavior is unacceptable because it may take up a disproportionate amount of time and resources. The following are some examples of persistent behavior:
Persistently refusing to follow the proper procedures explained to them by TNVCert in order to pursue their issue;
Continuously making excessive and unnecessary phone calls or visits to TNVCert offices;
Continuously contacting TNVCert on the same issues without presenting any new information; or
Falsely using names to contact and access TNVCert offices to raise the same issue.
6.7 Extreme Behavior
Extreme behaviors threaten the immediate safety and well-being of the TNVCert staff and should be regarded with critical importance.
6.8 Unauthorized Recordings
Any unauthorized filming or sound recording of face-to-face, phone communication, or meetings is prohibited without the prior agreement and knowledge of all parties involved.
6.9 Deliberate Damage
Unacceptable behavior can also include deliberate physical damage caused by an external stakeholder to TNVCert office premises.
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