Purpose

Dragonfly Leisure is committed to providing a safe, welcoming, and inclusive environment for all customers, visitors, employees, contractors, and volunteers. Harassment, abuse, bullying, discrimination, or intimidating behaviour will not be tolerated.

Scope

This policy applies to all customers and visitors using Dragonfly Leisure’s facilities, services, programmes, online platforms, and events.

Definition of Harassment

Harassment is any unwanted behaviour that creates an intimidating, hostile, degrading, humiliating, or offensive environment for another person.

Examples include, but are not limited to:

• Verbal abuse, threats, or intimidation.
• Offensive, insulting, or discriminatory remarks.
• Bullying or repeated unwanted behaviour.
• Shouting at, swearing at, or intimidating staff or other customers.
• Physical aggression or threatening gestures.
• Unwanted physical contact.
• Harassment based on protected characteristics such as age, disability, gender reassignment, marriage or civil partnership, pregnancy or maternity, race, religion or belief, sex, or sexual orientation.
• Online harassment through social media, email, or messaging relating to the leisure centre.

Customer Responsibilities

All customers are expected to:

• Treat staff and other users with dignity and respect.
• Follow Dragonfly Leisure’s rules and staff instructions.
• Refrain from abusive, threatening, discriminatory, or harassing behaviour.
• Report concerns promptly to a member of staff.

Reporting Harassment

Customers who experience or witness harassment should:

1. Inform a member of staff as soon as possible.
2. Provide details of the incident, including dates, times, and individuals involved where possible.
3. Cooperate with any investigation.

All reports will be treated seriously and investigated appropriately.

Action Taken

Where harassment occurs, Dragonfly Leisure may take one or more of the following actions:

• Issue a verbal or written warning.
• Require the individual to leave the premises immediately.
• Suspend or terminate membership.
• Ban the individual from using the facility.
• Contact the police where criminal behaviour is suspected.
• Take any other action considered necessary to protect customers and staff.

Staff Support

Dragonfly Leisure will support employees who experience harassment from customers and will take appropriate measures to safeguard their wellbeing and safety.

Review

This policy will be reviewed periodically to ensure it remains effective and compliant with applicable legislation and best practice.

Zero Tolerance Statement

Dragonfly Leisure operates a zero-tolerance approach to harassment, abuse, violence, and discrimination. Anyone engaging in such behaviour may be asked to leave and may lose the right to use the facility.