PoliciesZero Tolerance Policy
Trusted Veterinary Care in Holt, ACT Since 1977
The policy exists to ensure a safe, inclusive and respectful environment for staff, clients and patients by establishing clear guidelines and expectations regarding behaviours or actions that are deemed unacceptable or against the policies of Kippax Veterinary Hospital.
Policy
Our staff are here to help and will always treat you with courtesy and respect. We ask that all clients interacting with staff do so with the same courtesy and respect.
What isn’t ok:
• Disrespectful conduct including verbal abuse, threats, harassment, intimidation, inappropriate or sexually explicit language or behaviour, property damage or any form of disrespectful behaviour directed towards staff or other clients
• Disregard of instructions provided by our staff that may compromise the health, safety or welfare of animals or individuals
• Animal mistreatment – you must ensure the well-being and safety of your animal during their visit. Any mistreatment, neglect or abuse of animals will not be tolerated
• Disruptive behaviour including refusal to pay for services rendered
What is ok:
• Respectful complaints: you always have a right to complain if you have any concerns regarding our services. We ask that you never be violent, aggressive, abusive, harassing or threatening to staff or visitors when you are making a complaint.
• Respectful disagreement: Different people have different views and opinions on many topics and that is ok. We ask that you not be violent, aggressive, abusive or threatening if you disagree with staff.
Outcomes:
Violation of this zero tolerance policy may result in refusal of service. Kippax Veterinary Hospital reserves the right to request that aggressive or abusive persons leave the clinic. Refusal to leave upon request, will result in the police being called.
Updates:
This policy will be periodically reviewed and amended by Kippax Veterinary Hospital management