Guidance

Customer conduct: caseworker guidance

Tells HM Passport Office staff how to handle customers who exhibit threatening, abusive or violent behaviour.

• From: HM Passport Office
• Published: 13 January 2012
• Last updated: 28 October 2022 — See all updates

Documents

Customer conduct (accessible)

HTML

Customer conduct

PDF, 269 KB, 18 pages

Details

This guidance tells HM Passport Office staff how to handle customers either face to face, over the phone or in correspondence, who exhibit threatening, abusive or violent behaviour.

Published 13 January 2012
Last updated 28 October 2022 + show all updates

1. 28 October 2022

   Updated the guidance to the latest version.

2. 26 September 2022

   Accessible version added.

3. 10 August 2021

   Updated the customer conduct.

4. 13 January 2012

   First published.