FOI Request - Staff Conduct and Treatment of Constituents

Request 101003740540

I request the following information regarding Moray Council’s policies and guidelines on staff conduct, particularly concerning interactions with constituents:

1.  Does Moray Council have a code of conduct or policy outlining the expected professional behaviour of staff when engaging with constituents? If so, please provide a copy.

2.  Are there any specific policies or training programs in place to ensure that staff treat constituents, particularly vulnerable individuals, with dignity and respect?

3.  What disciplinary measures are in place for council staff who are found to have behaved in an unprofessional or inappropriate manner towards constituents?

4.  Have there been any recorded complaints in the past five years regarding council staff laughing at or mocking constituents? If so, how many, and what were the outcomes?

5.  Are there any guidelines that differentiate acceptable conduct between staff in different departments (e.g., homelessness team vs. other departments)? Specifically, are staff outside of the homelessness team permitted to laugh at, mock, or otherwise demean constituents?

6.  What oversight mechanisms are in place to ensure that all council staff, regardless of their department, adhere to standards of professionalism and respect when dealing with the public?

Response 02-04-2025

1. Yes

2. In addition to our Code of Conduct, there are e-learning modules for those who deal directly with the public

3. Council's agreed Disciplinary Procedures

4. Other than the most recent matter referred, no other complaint information held.

5. No

6. Line management of reported matters
Customer Charter
Complaint Handling Procedure
Complaint Training
Annual complaint reporting
Audit and Scrutiny SPSO cases reporting