Zero Tolerance Policy

Purpose and Scope

We at Imagine are committed to providing a safe, respectful, and supportive environment for both our customers and our staff. This Policy establishes clear standards for acceptable conduct and applies to all forms of communication with us, including telephone, online chat, email, and in-person interactions. This Policy complements our Terms & Conditions and forms a part of our Agreement with you.

We reserve the right to update this policy at our discretion to align with best practices and any changes required by law or regulation.

Unacceptable Behaviour

The following behaviours are considered unacceptable and will not be tolerated. This list is not exhaustive, and we reserve the right to determine what constitutes unacceptable behaviour based on the specific circumstances:

• Physical intimidation, or any form of violence, threatened, perceived, or actual.
• Discriminatory language or behaviour based on race, nationality, ethnicity, religion, gender, sexual orientation, gender identity, disability, age, or any other characteristic.
• Verbal abuse, including but not limited to shouting, swearing, mockery, or deliberately disruptive behaviour.
• Harassment, including repeated unwanted contact, vexatious communications, or prank calls.
• Attempts to obtain confidential information through deception or social engineering.

Actions We May Take

If we conclude your conduct constitutes unacceptable behaviour, we may take one or more of the following actions:

• Request that you modify your behaviour and conduct yourself appropriately.
• Immediately terminate the call or communication without prior warning.
• Record the incident in your account for monitoring purposes and future reference.

For severe or persistent unacceptable behaviour, we may implement additional measures including:

• Restricting or blocking your telephone number from contacting us.
• Designating a single point of contact for all future communications with you.
• Reporting the matter to law enforcement authorities where we believe the behaviour may constitute unlawful conduct.
• Suspending or terminating your Agreement with us in accordance with our Terms & Conditions.

If we restrict, suspend or terminate your account under this policy, we will inform you in writing. If you believe we have incorrectly applied this policy, you may request a review by contacting our management team in writing within 30 days.

Recording and Monitoring

Please be aware that communications may be recorded or monitored for quality, training, and compliance purposes. By communicating with us, you consent to such recording and monitoring.

We reserve the right to update this policy at our discretion to align with best practices and any changes required by law or regulation.