ZERO TOLERANCE POLICY 

At Sofas Direct, we are committed to maintaining a safe and respectful workplace for all our employees, free from any form of abusive, aggressive, or violent behaviour. As such, Sofas Direct has a zero-tolerance policy for aggression or violence directed at our team members. 

If you choose to disregard our zero tolerance policy, in such cases, we reserve the right to refuse service.

Sofas Direct requires all interactions with its employees to be respectful and professional. Please ensure you: 

• Communicate without resorting to threats, offensive language, or abusive behaviour. 

• Treat others with respect and courtesy. Kindness is appreciated. 

• Maintain an appropriate tone and speaking level. 

• Maintain a respectful and appropriate physical distance. 

• Refrain from using gestures or actions that could be considered offensive or disrespectful. 

Sofas Direct employees will: 

• Treat you with the utmost courtesy and professionalism. 

• Provide clear explanations for any decisions made. 

• When appropriate, inform you of our rights and obligations as a small business in accordance with relevant policies or guidelines. 

• Offer the best possible solution available, always striving to assist our customers in a fair and reasonable manner.

If you exhibit abusive, threatening, or violent behaviour towards Sofas Direct employees, the following actions can and will be taken depending on the situation: 

• You will be informed that the conversation will end if the aggressive behaviour continues. 

• Communication will end immediately if the aggressive behaviour does not stop. 

• If you choose to disregard our request to end the conversation, we reserve the right to refuse service. 

In cases of ongoing abusive behaviour, Sofas Direct may implement a communication management plan*. Any threats or abuse against employees will be considered for reporting to the police. Additionally, Sofas Direct may report and document any abuse or harassment. 

This policy reflects Sofas Direct’s commitment to creating a safe and respectful environment for everyone. 

Footnote *A communication management plan is a tailored plan for communicating with you, including how, when, and who you may communicate with.