Important Update - Customer Communication Notice!

At ArrowXL, our agents and people are committed to providing excellent customer service and resolving customer enquiries as best as they can.

We kindly ask all customers to communicate respectfully when contacting us. Our people have the right to a safe work environment and not to be subjected to aggressive, abusive or offensive language or behaviour, regardless of the circumstances. Examples of this behaviour include, but are not limited to:

• Threats of physical violence
• Swearing and offensive language
• Inappropriate cultural, sexist, racial or religious references; and
• Rudeness, including derogatory remarks

Aggressive, abusive, threatening, or offensive language or behaviour will not be tolerated.

Where a customer communicates, or continues to communicate, using such language and/or behaviour, ArrowXL will exercise its right to restrict contact. The precise nature and action will be appropriate and proportionate to the nature of the language or behaviour and the circumstances of our staff and the customer. Whilst this communication is generally around telephone calls into our service centre, the communication also applies to written communications such as webchat, emails, text and social media/online forms.

When deciding to restrict contact, we will consider any special requirements of those affected by our decision. For example, where someone cannot read, we are unlikely to limit communications to writing only unless we are satisfied there are reasonable adjustments in place to enable the customer to read our response, such as a representative.

We may decide to, amongst other considerations:

• Have the right to put customers on hold or to end the call - we will usually attempt to warn the caller that their conduct is unacceptable and allow them the opportunity to moderate their behaviour.
• Report the language or behaviour to our Clients which may affect the customer’s order.
• Continue to investigate and support the customer’s complaint, however, if we terminate all contact, this may mean we discontinue the investigation into the complaint.
• ‘Call barring’ their phone number for inbound calls and/or limit future interactions with the customer.
• Refer the matter to the police or other relevant authority where a criminal offence has been threatened or committed.

Thank you for your understanding and cooperation.

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