Last Updated 23/09/2026

1. Purpose and scope 

Restore Oncology Care does not tolerate abuse, aggression or intimidation towards any member of our team. Every person who works here has the right to a safe and respectful workplace, and our reception and admin staff, who are often the first people patients speak to, are protected by this policy in the same way as our clinicians. 

This policy applies to all patients, carers, family members, support people and visitors. It covers behaviour in the clinic, on the phone, and in emails, text messages, online booking messages and social media. It also guides our staff on how to respond and what support they can expect from management. 

We also have a legal duty under work health and safety law to protect staff from foreseeable risks, and that includes aggression and abuse from the people we serve. 

2. Our commitment and what we ask of you 

Our patients are often dealing with cancer, pain, fatigue or worry, and we want every visit to feel supported. In return, we ask everyone who contacts us to treat our team with courtesy and respect, even when things are stressful or don’t go as hoped. 

We ask that patients and visitors: 

• Speak to staff politely, without shouting, swearing or raised voices. 

• Allow reasonable time for staff to check bookings, fees, referrals or appointment availability. 

• Raise concerns about care, billing or waiting times calmly, so we can resolve them properly. 

• Accept that our team may not always be able to offer an immediate appointment, discount or exception, and that a “no” is not a reason to be abusive. 

• Bring any complaint about a staff member to the practice owner rather than expressing it at the front desk. 

We will always listen to genuine feedback, treat complaints fairly, and try to put things right. 

3. What we consider unacceptable 

Behaviour that makes a staff member feel unsafe, humiliated or threatened is unacceptable, whether or not it is intended that way. Examples include: 

• Shouting, swearing, name-calling or insults. 

• Threats of harm, intimidation, or standing over or blocking a staff member. 

• Aggressive or demeaning tone, sarcasm or personal comments about a staff member’s appearance, competence, age, race, gender, religion, disability or any other personal characteristic. 

• Repeated or aggressive demands for exceptions, refunds or appointments after a clear answer has been given. 

• Slamming doors, throwing items or damaging property. 

• Filming or recording staff without their consent. 

• Abusive, threatening or repeated messages by phone, email, text or social media, including posting about staff by name online. 

• Any form of harassment, discrimination, or unwanted physical contact. 

We will assess each situation fairly and consider the context. But a person’s frustration, however genuine, is never a reason to be abusive to our staff.