Unacceptable Member Behaviour

Unacceptable Member Behaviour Policy

^{Last updated October 2025.}

^{Please note that:} 

• ^{‘You’, ‘your’ and ‘yourself’ means the Primary Member and any additional Members on your policy.}
• ^{‘We’, ‘our’ and ‘us’ means UniMed.}

We want to maintain respectful, helpful, and constructive interactions with our Members, and to provide a safe and supportive environment for our staff.

We understand that issues with your policy can be frustrating, and we are committed to listening and resolving matters fairly and in a timely manner.

Sometimes Members can behave in ways that are unreasonable or unacceptable, which can affect our ability to serve others and keep our workplace safe. If interactions become abusive or unreasonably demanding, we may need to take action to protect our staff and other Members.

Types of unacceptable behaviour

Unacceptable behaviour includes, but is not limited to:

• Unreasonable persistence or demands: including excessive contact, repeated requests, or demands for decisions that have already been finalised.
• Unwillingness to cooperate: including withholding information, making dishonest arguments, or refusing to accept reasonable explanations.
• Aggression or abusive conduct: including any verbal or physical abuse, bullying, threats, or discriminatory or derogatory comments toward our staff. 

How we assess unacceptable behaviour

We consider behaviour unacceptable when it: 

• compromises the mental or physical health, safety, or security of our staff; and/or
• disrupts our ability to operate effectively for our Members. 

Possible actions

If we consider that your behaviour is unacceptable: 

• We will contact you in writing (by email or letter) advising you that your behaviour is unacceptable.
• We may limit how you can contact us (for example, requiring written communication only or using a representative). 
• We may issue you with a warning explaining possible consequences should your unacceptable behaviour continue. 
• We may terminate your policy. We reserve the right to unilaterally cancel your policy for unacceptable behaviour by you or another Member on your policy if we determine that is appropriate. We will give you up to 30 days' notice of the termination.  

Our staff are here to help and deserve to be treated with courtesy and respect. Thank you for supporting a safe and positive environment for everyone.