Unreasonable Behaviour Response Guideline

Unreasonable behaviour from members of the public when interacting with BC Financial Services Authority (“BCFSA”) and its employees will not be tolerated.

This guideline outlines the expected behaviour from members of the public when interacting with BCFSA and its employees, as well as the steps we may take if someone displays unreasonable behaviour. It applies to all forms of communication, including e-mails, letters, faxes, phone calls, and in-person interactions.

Unreasonable behaviours

Unreasonable behaviour can include:

• Excessive demands on the time and resources of BCFSA, including:
  1. Unnecessarily long and/or frequent phone calls;
  2. Unnecessarily large and/or frequent correspondence;
  3. Repeated contact or inquiries on matters that have already been addressed; or
  4. Demanding immediate attention.
• Not providing necessary information to address a concern.
• Engaging in any form of aggressive, disrespectful, or intimidating behaviour including:
  1. Using abusive or offensive language, or engaging in slanderous or libelous communication;
  2. Insults or threats, whether directed at an employee or not;
  3. Attempts to influence decisions or actions through coercion; or
  4. An unreasonable fixation on an employee.
• Making discriminatory statements against any group of people, directed at an employee or not.
• Not following BCFSA’s requests to limit communications in terms of format, time, duration, frequency, or volume.
• Not adhering to restrictions on who you may contact.
• Shouting, interrupting, or talking incessantly, which prevents employees from participating effectively in discussions.
• Loitering or causing a disturbance at BCFSA premises or functions.
• Refusing to leave the premises when asked.
• Entering restricted areas without permission.
• Contacting or attempting to contact BCFSA employees through non-BCFSA channels, such as social media accounts or personal email addresses.

Responses to unreasonable behaviour

If BCFSA determines that an individual’s behaviour is unreasonable, we may take the following actions:

• Restrict the form of contact to a specific format, time, duration, frequency, or volume.
• Limit who the individual may contact and how.
• Require face-to-face meetings to be held in the presence of another BCFSA employee.
• Refuse access to BCFSA’s premises except by appointment or specific permission.
• Ask the individual to stop direct contact with BCFSA and its employees and only accept contact through a third party.
• Inform the individual that further contact on the matter will not be acknowledged or replied to.
• Decline, discontinue, or adjourn a complaint, review, application, or other matter.

If any individual threatens the safety and welfare of our employees, BCFSA will consider other options, including reporting the matter to local law enforcement.