Respectful Communication Policy

Miele are committed to promoting and providing a safe working environment for all staff, so that we can deliver the highest standards of service available to our customers.

We expect our staff to treat all customers with respect and dignity and expect the same standards from our customers to our staff: aggressive or abusive behaviour towards our staff is not tolerated during any interaction, whether this be face to face, over the phone, or as part of any other form of communication.

In the event of unacceptable behaviour towards staff, Miele reserves the right to issue a warning or otherwise refuse future service entirely. If a warning has already been issued to an individual and another incident of unacceptable behaviour occurs, a further warning may be issued or future service may be refused entirely. A refusal of future service may also result in any current services being suspended.

Unacceptable behaviour which may result in a warning includes, but is not limited to:

• ▪ Offensive language
• ▪ Raised voices or shouting

Unacceptable behaviour which will result in a refusal for future service include, but is not limited to:

• ▪ Offensive language, or derogatory comments relating to age, disability, gender reassignment, marriage and civil partnership, race, religion or belief, sex, or sexual orientation.
• ▪ Behaviour which is intended to intimidate, or has the effect of intimidating, staff.
• ▪ Any attempted physical assault of a member of staff.
• ▪ Any actual physical assault of a member of staff.
• ▪ Brandishing weapons or objects which could be used as weapons.
• ▪ Any action which, either implicitly or explicitly, seriously challenges the safety or well-being of any member of staff.

The refusal of future service will result in any individual being banned from purchasing or ordering Miele products, whether in person, by telephone or online, and a ban from entering any Miele premises.

Any instance of threat of or actual physical abuse will be reported to the police.