Respect Policy
Respect Policy
Fetch customers, employees, vets and partners
Last updated 27 June 24
Why this matters
We’re here to help our customers care for their pets, and we want to to do so in a respectful, safe and welcoming space. It's not just good practice, it's part of our Australian legal requirements to keep our workplace free from harm. This policy details our commitment to prevent disruptive behaviours like bullying, harassment, and intimidation.
Who this applies to
These guidelines apply to all Fetch customers, employees, vets and partners during interactions with our services, whether on phone calls, chat, email, web platforms, or at Fetch-affiliated events.
What's unacceptable behaviour
Unreasonable behaviour: Actions that are disruptive, offensive, or harmful. This includes unreasonable demands and communication for example demanding a response in an unreasonable timeframe where we’ve let you know that it is unreasonable, or using language that is aggressive or disrespectful
Bullying: Behaviours that intimidate or degrade someone
Harassment: Unwanted behaviour based on someone’s identity, including rude comments or jokes
Intimidation: Using fear to influence someone, which can include threats
How the policy works
Respect goes both ways: when you interact with Fetch’s team, you have the right to be treated with courtesy and respect. In return, our team members have the same rights. We recognise that there may be times you feel frustrated or upset. However, it is not acceptable for your behaviour to be aggressive, abusive, or put at risk the safety, health or wellbeing of our staff, or place unreasonable demands on them.
Speak up: If you see or experience unacceptable behaviour, employees should immediately tell their manager or the CEO. Customers or partners can raise their concern with any Fetch employee or the CEO. We'll handle it promptly and discreetly.
What happens next:
For employees, if someone's behaviour is considered unacceptable, we will take action to amend the behaviour and may take disciplinary action up to termination.
For customers:
If you are aggressive, abusive, or offensive, we’ll politely ask you to stop. Should the behaviour continue, we may terminate the call, chat or correspondence.
We will notify you in writing as soon as reasonably possible that your behaviour is unreasonable and in breach of our Respect Policy and ask you to modify it.
If the warning is ignored, we may take further action such as service suspension, account termination, or we may decline to renew your insurance with us.
We’re here to help everyone feel safe and will provide support for anyone impacted by negative behaviour.
Why this matters
We’re here to help our customers care for their pets, and we want to to do so in a respectful, safe and welcoming space. It's not just good practice, it's part of our Australian legal requirements to keep our workplace free from harm. This policy details our commitment to prevent disruptive behaviours like bullying, harassment, and intimidation.
Who this applies to
These guidelines apply to all Fetch customers, employees, vets and partners during interactions with our services, whether on phone calls, chat, email, web platforms, or at Fetch-affiliated events.
What's unacceptable behaviour
Unreasonable behaviour: Actions that are disruptive, offensive, or harmful. This includes unreasonable demands and communication for example demanding a response in an unreasonable timeframe where we’ve let you know that it is unreasonable, or using language that is aggressive or disrespectful
Bullying: Behaviours that intimidate or degrade someone
Harassment: Unwanted behaviour based on someone’s identity, including rude comments or jokes
Intimidation: Using fear to influence someone, which can include threats
How the policy works
Respect goes both ways: when you interact with Fetch’s team, you have the right to be treated with courtesy and respect. In return, our team members have the same rights. We recognise that there may be times you feel frustrated or upset. However, it is not acceptable for your behaviour to be aggressive, abusive, or put at risk the safety, health or wellbeing of our staff, or place unreasonable demands on them.
Speak up: If you see or experience unacceptable behaviour, employees should immediately tell their manager or the CEO. Customers or partners can raise their concern with any Fetch employee or the CEO. We'll handle it promptly and discreetly.
What happens next:
For employees, if someone's behaviour is considered unacceptable, we will take action to amend the behaviour and may take disciplinary action up to termination.
For customers:
If you are aggressive, abusive, or offensive, we’ll politely ask you to stop. Should the behaviour continue, we may terminate the call, chat or correspondence.
We will notify you in writing as soon as reasonably possible that your behaviour is unreasonable and in breach of our Respect Policy and ask you to modify it.
If the warning is ignored, we may take further action such as service suspension, account termination, or we may decline to renew your insurance with us.
We’re here to help everyone feel safe and will provide support for anyone impacted by negative behaviour.
Why this matters
We’re here to help our customers care for their pets, and we want to to do so in a respectful, safe and welcoming space. It's not just good practice, it's part of our Australian legal requirements to keep our workplace free from harm. This policy details our commitment to prevent disruptive behaviours like bullying, harassment, and intimidation.
Who this applies to
These guidelines apply to all Fetch customers, employees, vets and partners during interactions with our services, whether on phone calls, chat, email, web platforms, or at Fetch-affiliated events.
What's unacceptable behaviour
Unreasonable behaviour: Actions that are disruptive, offensive, or harmful. This includes unreasonable demands and communication for example demanding a response in an unreasonable timeframe where we’ve let you know that it is unreasonable, or using language that is aggressive or disrespectful
Bullying: Behaviours that intimidate or degrade someone
Harassment: Unwanted behaviour based on someone’s identity, including rude comments or jokes
Intimidation: Using fear to influence someone, which can include threats
How the policy works
Respect goes both ways: when you interact with Fetch’s team, you have the right to be treated with courtesy and respect. In return, our team members have the same rights. We recognise that there may be times you feel frustrated or upset. However, it is not acceptable for your behaviour to be aggressive, abusive, or put at risk the safety, health or wellbeing of our staff, or place unreasonable demands on them.
Speak up: If you see or experience unacceptable behaviour, employees should immediately tell their manager or the CEO. Customers or partners can raise their concern with any Fetch employee or the CEO. We'll handle it promptly and discreetly.
What happens next:
For employees, if someone's behaviour is considered unacceptable, we will take action to amend the behaviour and may take disciplinary action up to termination.
For customers:
If you are aggressive, abusive, or offensive, we’ll politely ask you to stop. Should the behaviour continue, we may terminate the call, chat or correspondence.
We will notify you in writing as soon as reasonably possible that your behaviour is unreasonable and in breach of our Respect Policy and ask you to modify it.
If the warning is ignored, we may take further action such as service suspension, account termination, or we may decline to renew your insurance with us.
We’re here to help everyone feel safe and will provide support for anyone impacted by negative behaviour.
Why this matters
We’re here to help our customers care for their pets, and we want to to do so in a respectful, safe and welcoming space. It's not just good practice, it's part of our Australian legal requirements to keep our workplace free from harm. This policy details our commitment to prevent disruptive behaviours like bullying, harassment, and intimidation.
Who this applies to
These guidelines apply to all Fetch customers, employees, vets and partners during interactions with our services, whether on phone calls, chat, email, web platforms, or at Fetch-affiliated events.
What's unacceptable behaviour
Unreasonable behaviour: Actions that are disruptive, offensive, or harmful. This includes unreasonable demands and communication for example demanding a response in an unreasonable timeframe where we’ve let you know that it is unreasonable, or using language that is aggressive or disrespectful
Bullying: Behaviours that intimidate or degrade someone
Harassment: Unwanted behaviour based on someone’s identity, including rude comments or jokes
Intimidation: Using fear to influence someone, which can include threats
How the policy works
Respect goes both ways: when you interact with Fetch’s team, you have the right to be treated with courtesy and respect. In return, our team members have the same rights. We recognise that there may be times you feel frustrated or upset. However, it is not acceptable for your behaviour to be aggressive, abusive, or put at risk the safety, health or wellbeing of our staff, or place unreasonable demands on them.
Speak up: If you see or experience unacceptable behaviour, employees should immediately tell their manager or the CEO. Customers or partners can raise their concern with any Fetch employee or the CEO. We'll handle it promptly and discreetly.
What happens next:
For employees, if someone's behaviour is considered unacceptable, we will take action to amend the behaviour and may take disciplinary action up to termination.
For customers:
If you are aggressive, abusive, or offensive, we’ll politely ask you to stop. Should the behaviour continue, we may terminate the call, chat or correspondence.
We will notify you in writing as soon as reasonably possible that your behaviour is unreasonable and in breach of our Respect Policy and ask you to modify it.
If the warning is ignored, we may take further action such as service suspension, account termination, or we may decline to renew your insurance with us.
We’re here to help everyone feel safe and will provide support for anyone impacted by negative behaviour.
Why this matters
We’re here to help our customers care for their pets, and we want to to do so in a respectful, safe and welcoming space. It's not just good practice, it's part of our Australian legal requirements to keep our workplace free from harm. This policy details our commitment to prevent disruptive behaviours like bullying, harassment, and intimidation.
Who this applies to
These guidelines apply to all Fetch customers, employees, vets and partners during interactions with our services, whether on phone calls, chat, email, web platforms, or at Fetch-affiliated events.
What's unacceptable behaviour
Unreasonable behaviour: Actions that are disruptive, offensive, or harmful. This includes unreasonable demands and communication for example demanding a response in an unreasonable timeframe where we’ve let you know that it is unreasonable, or using language that is aggressive or disrespectful
Bullying: Behaviours that intimidate or degrade someone
Harassment: Unwanted behaviour based on someone’s identity, including rude comments or jokes
Intimidation: Using fear to influence someone, which can include threats
How the policy works
Respect goes both ways: when you interact with Fetch’s team, you have the right to be treated with courtesy and respect. In return, our team members have the same rights. We recognise that there may be times you feel frustrated or upset. However, it is not acceptable for your behaviour to be aggressive, abusive, or put at risk the safety, health or wellbeing of our staff, or place unreasonable demands on them.
Speak up: If you see or experience unacceptable behaviour, employees should immediately tell their manager or the CEO. Customers or partners can raise their concern with any Fetch employee or the CEO. We'll handle it promptly and discreetly.
What happens next:
For employees, if someone's behaviour is considered unacceptable, we will take action to amend the behaviour and may take disciplinary action up to termination.
For customers:
If you are aggressive, abusive, or offensive, we’ll politely ask you to stop. Should the behaviour continue, we may terminate the call, chat or correspondence.
We will notify you in writing as soon as reasonably possible that your behaviour is unreasonable and in breach of our Respect Policy and ask you to modify it.
If the warning is ignored, we may take further action such as service suspension, account termination, or we may decline to renew your insurance with us.
We’re here to help everyone feel safe and will provide support for anyone impacted by negative behaviour.