Calling us – standards of behaviour

We welcome your calls and are happy to provide up-to-date information about the work of the Mayor and Greater London Authority.

We expect callers to treat our staff in a respectful and courteous manner. We do not accept abusive behaviour or actions that result in unreasonable demands on our staff.

Unacceptable behaviour includes:

• shouting
• foul language
• abusive/threatening language
• threats of violence
• unreasonable demands (such as demanding a response in an unrealistic timescale)
• unreasonable levels of contact (for example, repeated telephone calls to the office regarding the same issue)

It is these actions that we aim to manage under our standards of behaviour.

If a caller behaves in an unacceptable way, we will take steps appropriate to the situation to calm the caller (such as politely asking the caller not to continue using such behaviour) with a view to continuing the call.

If the caller fails to treat our staff in a respectful and courteous manner, we will terminate the call. In some cases a recording of the call may be passed to a senior officer for review. 

This may result to a decision being taken to block certain calls.

We will not accept any member of staff being threatened and any threat of violence will be treated with the upmost seriousness.