Public Code of Conduct

All members of the public who interact with staff are expected to: 

• follow all applicable laws regarding their conduct or behaviour;

• treat staff and the other parties with dignity and respect, especially when there is disagreement;

• respect the rights of others, and treat others fairly, regardless of race, ancestry, place of origin, colour, ethnic origin, creed, sex, gender identity, gender expression, sexual orientation, age, marital status, family status, or disability; and

• respect the requirement of staff to work in a safe and secure environment that is conducive to carrying out all three of our mandates. 

Unacceptable behaviours by members of the public may include, but are not limited to, the following actions: 

• harassing, bullying, verbally abusing, or seeking to intimidate staff

• making excessive, unreasonable or aggressive demands or inquiries of staff

• repeatedly challenging the findings or decisions of a staff member or repeatedly insisting on a different outcome outside of the established procedures without justification

• demanding special treatment from staff

• creating a disturbance through physical action

• shouting or yelling at staff

• physically assaulting or threatening a staff member

• throwing any object at a staff member

• aggressive approaches to a staff member or another individual

• attempting to incite violence

• sexually assaulting or harassing a staff member

• using profanity and/or obscene language when addressing staff or others

• theft or vandalism

• causing unsafe/unsanitary conditions

• refusing to leave the office when directed

• making statements, wearing attire, or displaying material that is intolerant of human rights or qualifies as hate speech

• discriminatory comments, including racial, gender, or ethnic slurs

• illegal consumption of alcohol or drugs

• bringing a weapon into the office 

Actions available to staff when dealing with unacceptable behaviour from a member of the public may include, but are not limited to: 

• providing a verbal and/or written warning to the individual about their unacceptable behaviour(s) and the possible consequences should they continue

• professionally, politely, calmly, and firmly notifying the individual that their conversation will be terminated if they continue to engage in unacceptable behaviour(s), and ending the conversation with the individual if they do not comply

• limiting the individual’s communication with staff to a particular format (e.g., email only), time (e.g., telephone calls only at specific times and days of the week), and/or duration (e.g., conversations may last no longer than ten minutes)

• limiting the individual to a particular point of contact

• requiring any face-to-face interactions between the individual and staff to take place in the presence of another staff member

• dismissing a complaint that is deemed to be frivolous, vexatious, made in bad faith, or concerns a trivial matter 

• where the unacceptable behaviour is extreme, dangerous, or represents a pattern of conduct, managers may instruct staff not to respond to further communications from the individual beyond what is necessary to process their file; or in the appropriate circumstances, instruct staff to severely reduce or completely cease responses to further complaints and/or communications from the individual

• contacting the police for assistance where there is an immediate or serious threat to the safety of staff or other persons, or where an individual refuses to leave the office