At AeroWave, we are proud of our team and the support they provide to all of our customers. Our staff do not deserve abuse, harassment, or threatening behaviour under any circumstances. We have a zero-tolerance policy on abuse towards our team members.

Expected Conduct From Our Customers #

We understand that technical issues or service concerns can be frustrating, and sometimes it may feel like your voice isn’t being fully heard. Our team is committed to listening carefully and helping you resolve any problems as quickly as possible.

To ensure everyone has a positive experience, we ask that all communication with our staff remains respectful and professional, whether it’s via WhatsApp, support tickets, phone, or any other channel.

Communicating constructively helps us understand your concerns more clearly and allows us to provide the best possible support. By working together respectfully, we can resolve issues efficiently whilst maintaining a safe and supportive environment for both customers and our team.

Actions We May Take #

If a customer behaves abusively, we may take appropriate action to maintain a safe and professional environment for our staff and other customers.

This may include:

• Limiting access to our support team while the situation is being reviewed.
  
  
• Temporarily suspending accounts to prevent further abusive interactions.
  
  
• Closing accounts in cases of repeated or severe abuse.
  
  
• Reporting to the relevant law enforcement authorities if a crime has taken place.
  
  
• Staff may end a call or conversation immediately if they experience abusive, threatening, or inappropriate behaviour. This ensures our team can feel safe at work while continuing to provide support to our customers.
  
  

These measures are taken carefully and only when necessary. Our aim to always to balance the safety and wellbeing of our team with providing a fair service to all customers.

Before an action is taken, incidents are reviewed by one of our operations team members to ensure the response is reasonable, proportionate, and not triggered by a misunderstanding. We also consider the context of the situation, recognising that frustrations can arise from technical issues or misunderstandings.

Raising Concerns Constructively #

We encourage all of our customers to raise concerns and complaints in a polite and constructive manner. Our team is committed to handling every request fairly, transparently, and with understanding.

By communicating thoughtfully, you help us resolve issues more effectively and maintain a strong, positive relationship with our customers.