Unacceptable/Abusive Behavior Policy

  1. Policy Overview

    ISC2 Member Services manages thousands of interactions with candidates, members and associates [hereafter, "ISC2 Community"] on an annual basis without incident. ISC2 Community feedback is integral to service improvements and enhancements, so we welcome all views, questions and recommendations about member services. There are times, however, when ISC2 Community members (acting out of anger, frustration or distress) demonstrate unacceptable behavior. This policy is designed to assist Member Services staff in managing situations in which ISC2 Community members demonstrate unacceptable behavior and provides guidance to staff on how to manage these behaviors. This guidance should be considered in conjunction with the ISC2 Harassment Policy.

  2. Revision History

    Version 1.0

  3. Scope

    This policy applies to Member Services staff providing customer service and support and the ISC2 Community receiving that support in all ISC2 regions.

  4. Definitions

    Unacceptable – demonstrating unwelcome and intolerable behavior

    Persistence – continuing firmly on a course of action despite opposition or requests to cease

    Unreasonable – beyond the limits of acceptability, fairness or good sense

  5. Policy

    Aligned with our Customer Service standards, ISC2 staff will deal fairly, respectfully and consistently with the ISC2 Community. This includes those whose actions are considered to be unacceptable. All of our customers have a right to have their service requests considered and to be treated with respect.

    Staff of ISC2 have that same right. This policy provides guidance to manage our ISC2 Community with a service, even where it is considered that a person's behavior or actions are unacceptable. It aims to empower our staff to use this policy to deal with any unacceptable behavior and ensure that those who act in an unacceptable manner do not disadvantage themselves. It ensures that staff enjoy the same level of security whether their job involves them either working as a lone worker, in an office or an external environment.

    6. 5.1 Categories of Behavior

    5.1.1 Unacceptable Use of Language

    ISC2 Member Services staff have the right not to be subjected or to suffer language that is abusive, offensive, threatening, derogatory nor discriminatory. Examples of this kind of language includes:

    • Yelling or shouting
    • Excessive profanity
    • Threats of violence
    • Bullying or intimidating
    • Remarks of a sexual nature
    • Unsubstantiated allegations
    • Remarks that are racist, homophobic, xenophobic or misogynistic

    5.1.2 Unreasonable Expectations and Persistence

    Sometimes ISC2 Community members will not or cannot accept that Member Services is unable to assist them further or to provide the desired outcome. They may persist in disagreeing with the action or decision taken in relation to their concerns or they may persistently contact Member Services about the same issue(s). Note that the method some ISC2 Community members use in contacting Member Services is often reasonable, but the persistence in doing so that becomes unreasonably forceful or demanding. In some of these case, the continual telephone calls and emails may be considered harassment. Examples include:

    • Making the same complaint despite the matter having been full addressed by support staff or management
    • Repeating complaints about a previous or historical matter that cannot be undone or remedied
    • Refusal to accept the decision of Member Services staff
    • Refusal to abide by ISC2 Policies and Procedures
    • Continuing to contact Member Services (phone, email, letter) on the same issue(s) without providing any new information
    • Repeatedly changing the nature or focus of a complaint or desired outcome part way through an investigation or after a formal response has been provided
    • Amplification of issues on social media after Member Services has already provided a response

    5.1.3 Unacceptable Demands on Service

    Some members of the ISC2 Community make unacceptable demands of Member Services due to the amount of information they ask for or the nature and scale of the service they expect. Examples include:

    • Refusal to end a telephone call
    • Sending the same or similar request to several members of staff
    • Demanding responses in an unreasonable timeframe
    • Requesting responses to correspondences that fall under the "Unacceptable Use of Language" category of behaviors
    • Demanding access to information not generally provided to ISC2 Community Members
    • Insisting to speak to someone who is either not available or not the appropriate person (e.g. the CEO or Board of Directors)
    • Demanding that ISC2 make unreasonable accommodations (fee waivers, refunds) based on their experience with any of our third-party partners (Pearson Vue)

    5.2 Managing Behavior

    Members of ISC2 Community found demonstrating the above behaviors will be subject to sanctions up to, and including, restricting or banning access to ISC2 services.

    In some cases, a single violation could result in sanctions. These include:

    • Threats of violence
    • Remarks that are racist, homophobic, xenophobic or misogynistic
    • Remarks of a sexual nature

    ISC2 takes a zero-tolerance approach to these types of behaviors and therefore reserves the right to apply more serious sanctions even after a first instance of these behaviors

    5.2.1 A member of the ISC2 community should always be given an opportunity to rectify his or her behavior and in the first instance, staff should explain that they find someone's behavior or language unacceptable and allow the person a chance to remedy, moderate or change the behavior.

    5.2.2 ISC2 recognizes that a person's actions may be affected by disability, including mental health issues, substance misuse or other factors. ISC2 will take these factors and any other relevant matters into account when implementing this policy.

    5.2.3 ISC2 staff should be aware of and put into practice any service specific guidelines/policies on managing unacceptable behavior. If the behavior continues, employees are able and empowered to:

    • End telephone calls if the caller is considered aggressive, abusive or offensive. Employees should clearly explain why they are ending the call.
    • Report the threat, verbal abuse/harassment or persistent correspondence to the Member Services Supervisor/Manager. Some situations need to be escalated or consulted with the Department head to decide how to manage communications or contact with the person.
    • If Member Services leadership has exhausted all mechanisms to handle this member, the matter may be escalated to upper management/senior officers or Legal, if necessary. All background information and details of the situation should be provided to allow for thorough review and action.