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A change in the law to protect customer-facing workers

New legal protections for customer-facing workers – which we have been campaigning for through our Service with Respect initiative – have come into force.

The new legislation means tougher sentencing for people who commit assaults against a person providing a public service.

This change in the law is a key first step in reducing levels of hostility towards customer-facing staff.

But for it to be an effective deterrent, we need your help. We are asking all organisations to help raise awareness of the new legislation. On this page you will find further information on the changes, and why they are so important. There is also a range of resources to help you spread the word amongst your customers and colleagues.

Matt Vickers MP on Service with Respect and the new law

Jo Causon Interview

Baroness Bennett - campaigning works

Show your support

Please show your support for this campaign – and the safety and wellbeing of all front-line workers – by displaying the campaign logo on your website.

Please also spread the message on social media using the hashtag #servicewithrespect and tag us @instituteofcs (Twitter) and @Institute of Customer Service Institute (LinkedIn).

If you would like to join our growing list of supporters, please get in touch.

Campaign resources (please adapt and use)

It is against the law to speak to our people in a threatening way, and anyone who does may now face stiffer penalties. We will report this kind of behaviour to the police and you could be charged. Please treat our staff with the respect they deserve.  

Email title: A law change to protect all customer-facing workers 

New legislation now provides greater protection to all customer-facing staff. It will mean harsher sentencing for those who assault public-facing workers.  

We want our staff to serve all our customers in the knowledge they are fully protected against abusive, threatening or violent behaviour.  

The vast majority of our customers are extremely respectful of our hard-working staff; we hope that this change in law will deter that small minority of customers from acting inappropriately.  

We thank for your support with this. 

Statement for ‘Contact Us’ part of company website 

The law has changed to offer greater protection to all customer-facing staff; it will mean harsher sentencing for assaults against public-facing workers. 

We want our staff to serve all our customers in the knowledge they are fully protected against abusive or threatening behaviour.  

We know that the vast majority of our customers are extremely respectful and we thank for your support.  

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