JobsDialog welcomes contact with our office and our contact centers which are managed by employees of TMI e2E Academy Private Limited or its authorised representatives and aims to provide a service that is accessible to all. However we reserve the right to restrict or change access to the service where an individual’s actions or behaviour are considered to be unacceptable. The following policy clearly defines certain specific actions of the clients seeking enquiry/ information or lodging complaints, considered as unacceptable by Jobs Dialog and may not be accepted/ entertained by the staff. By accepting this policy you conform that you shall refrain from the following actions marked as unacceptable in your communication with us. Jobs Dialog shall have the right to terminate all the services being provided to you, upon your violation of the following policy:

I. Defining unacceptable actions

Actions that amount to be unacceptable are grouped herein under the following three broad headings:

a. Aggressive or abusive behaviour

This shall include rudeness, threats, physical violence, personal verbal abuse, derogatory remarks and unsubstantiated allegations. It shall also include any other behaviour or language (oral or written) that is intended to threaten, scare or abuse the concerned staff members.

b. Unreasonable demands

This shall include any such action or behaviour which places unreasonable demands upon the resources of JobsDialog, such as taking up an excessive amount of staff time to the disadvantage of other individuals or functions. For example, demanding responses within unreasonable timescales, continual phone calls or letters/ Correspondences, repeatedly changing the substance of an enquiry/complaint or raising unrelated concerns.

c. Unreasonable persistence

This shall include persistent refusal to accept a decision made with regard to a complaint or enquiry, persistent refusal to accept explanations relating to what JobsDialog can or cannot do and continuing to pursue an issue without presenting any new information. The actions of persistent enquirers/complainants are considered to be unacceptable when they take up what the JobsDialog service regards as a disproportionate amount of time and resource and adversely affects the JobsDialog’s ability to provide a service to others.

II. Managing unacceptable actions

Upon a client engaging in such unacceptable behaviour as defined above, Jobs Dialog shall initially explain to the client and request him to discontinue such behaviour and upon the Client not obliging with the same thereafter, Jobs Dialog may take any such action to restrict the individual’s contact with our office or Contact Center or we may block his access to his jobsdialog account.

JobsDialog staff who may directly experience such unreasonable behaviour shall have the authority to deal immediately with such unacceptable behaviour in a manner they consider appropriate in line with this policy.

With the exception of such immediate decisions taken at the time of an incident, the decision to restrict access to the JobsDialog website will be taken by a member of staff at management level. Any restrictions imposed will be appropriate and proportionate and in accordance with this policy.

JobsDialog reserves the right to inform the Client why we believe such behaviour is unacceptable, what action is being taken and the duration of the action.

III. Cases when we may discontinue contact with enquirers/complainants

Where an individual whose enquiry or complaint is closed continues to persistently communicate with us regarding the issue, we may decide to terminate contact with such individual. However, all correspondence from such user shall be read and unless any fresh evidence affecting the decision of Jobs Dialog is introduced, such correspondence will be placed on the file with the tag that no further action is being taken New enquiries or complaints from individuals who come within this unreasonable actions policy because of their unreasonable persistence will be treated on their merits.

Any threat of physical violence, verbal abuse/ harassment toward any member of Jobs Dialog staff shall directly result in discontinuation of all contact with the individual including further assistance concerning the enquiry or the complaint. Jobs Dialog may also approach the Police against such criminal intimidation in any form and appropriate proceedings may be initiated.

a. Appealing a decision to restrict contact

You can appeal against restriction decision made by JobsDialog staff by sending your response through an Email to the ID mentioned below. A senior member of Management who was not involved in the original decision will be assigned to consider the appeal. The decision to continue the restriction or to allow resumption of services will be at the sole discretion of the JobsDialog team.

b. Recording and reviewing a decision to restrict contact

JobsDialog records all incidents of unacceptable actions by individuals. Where a decision has been made to restrict contact, an entry noting this is made on the relevant records.

A decision to restrict contact may be reconsidered if the individual demonstrates a more acceptable approach. JobsDialog will review the status of all enquirers/complainants with restricted contact arrangements on a regular basis.

IV. Terminating abusive phone calls

JobsDialog expects its staff to be courteous to everyone they work with and expects that they should in return be accorded due respect.

a. What constitutes an abusive phone call?

Rudeness, threats, personal derogatory remarks, unsubstantiated allegations and shouting can all constitute abusive phone behaviour. It also includes any other behaviour or language that causes the particular staff member to feel afraid, threatened or abused.

b. Three step approach

Jobsdialog adopts a three step approach to enable staff to appropriately manage an abusive phone call:

First abusive behaviour: The individual shall be informed that their behaviour is considered abusive and the individual may be given an opportunity to modify their behaviour.

Second abusive behaviour: The above warning shall be repeated and the Client shall be informed that the phone call will be terminated if the abusive behaviour continues.

Third abusive behaviour: The individual is going to be informed that the call is going to be terminated and end the call.

Please Note – in extreme cases, for example threats of violence, or repeated use of abusive language, staff are entitled to terminate the call immediately where this would be a proportionate response.

Next steps

The matter would be referred to the management Team of JobsDialog who will consider the options for restricting future contact/ account access or terminate the service in line with this policy.

Jobs Dialog may also initiate appropriate legal proceedings, both civil or criminal depending on the provisions of law attracted by such unacceptable behaviour. BY accepting this policy against unacceptable behaviour you agree to refrain from all such actions defined above as unacceptable and shall enable and support Jobs Dialog in providing you quality service.