1. Purpose
PECB 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), as well as creating and maintaining a positive work environment which ensures safety and well-being of its staff, and holds the dignity, respect and human rights of its staff in high regard.
The purpose of this policy is to ensure that PECB is managing unacceptable behavior of external stakeholders towards PECB staff in an impartial, confidential, fair, and timely manner.
The objectives of the policy are to:
2. Scope
This policy applies to all external stakeholders, when interacting with PECB staff, while the staff are carrying out their duties or services for PECB or on behalf of PECB.
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 PECB. However, any behavior that is reasonably likely to be expected to make a member of the PECB 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
The actions taken shall be communicated to the external stakeholder in a written form by an authorized representative of PECB.
5. Monitoring and Reporting
PECB 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.
SCHEDULE A
EXAMPLES OF UNACCEPTABLE BEHAVIOR
6.1 Aggressive Behavior
This type of behavior is violent and may result in physical harm. This behavior also includes violent language used towards PECB 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.
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 PECB employee. Moreover, this type of behavior is manifested when an external stakeholder is seeking to cause unnecessary aggravation or annoyance to the PECB 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 PECB or its staff. An external stakeholder is prohibited from making false or misleading statements regarding PECB 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 PECB 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:
6.7 Extreme Behavior
Extreme behaviors threaten the immediate safety and well-being of the PECB 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 are 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 PECB office premises.
1 A "C-level officer" refers to an executive at the highest level within an organization's management hierarchy. The "C" stands for "Chief," indicating their leadership role in a specific area of expertise or responsibility.
Version: 1.3, Latest update: 2023-10-19