Respectful Conduct & Staff Protection Policy

This policy applies to anyone who interacts with Rolling Pineapple in connection with our courses, services or operations, including:

• Learners and prospective learners;
• Parents and guardians;
• Spouses, partners and other family members;
• Friends and other persons assisting a learner;
• Employers, colleagues and company representatives;
• Persons making enquiries, bookings or payments on behalf of another person;
• Visitors to our premises; and
• Any other person communicating or interacting with Rolling Pineapple in connection with a learner or our services.

A person does not have to be the registered learner for this policy to apply.

The same standard of respectful conduct applies to everyone who interacts with our team.

Rolling Pineapple expects our own trainers and employees to communicate professionally and treat learners with dignity and respect.

We expect the same from our learners, customers and anyone acting on their behalf.

We recognise that people can become frustrated or upset. Being unhappy, disagreeing with us or making a complaint does not automatically mean that you have behaved inappropriately.

There is, however, a difference between expressing dissatisfaction and mistreating another person.

We ask everyone interacting with Rolling Pineapple to maintain that distinction.

Conduct that may breach this policy includes, but is not limited to:

• Shouting or screaming at our staff or trainers;
• Swearing at, insulting or verbally abusing our team;
• Repeatedly communicating in a rude, hostile, aggressive or demeaning manner;
• Personal attacks, humiliation, ridicule or degrading remarks;
• Threatening or intimidating behaviour;
• Physical aggression or violence;
• Harassment or repeated unwanted communications;
• Discriminatory, racist, sexist or otherwise degrading remarks;
• Sexual harassment or inappropriate sexual comments or conduct;
• Threats against Rolling Pineapple, our employees, trainers or learners;
• Deliberately disrupting a class or interfering with the learning experience of others;
• Refusing reasonable instructions relating to safety or the proper conduct of training;
• Abusive or harassing telephone calls, WhatsApp messages, emails, social media messages or other communications;
• Encouraging, directing or arranging for another person to abuse, threaten, harass or intimidate our team on your behalf; and
• Any other behaviour that Rolling Pineapple reasonably considers abusive, threatening, harassing, intimidating, seriously disrespectful or unsafe.

Not every disagreement, raised voice or moment of frustration will necessarily amount to misconduct.

Where appropriate, Rolling Pineapple will consider the nature, seriousness, frequency and circumstances of the behaviour.

You are entitled to raise concerns with us.

• You may disagree with us.
• You may question a decision.
• You may provide negative feedback.
• You may make a complaint about our service or a member of our team.

Making a complaint or disagreeing with Rolling Pineapple does not, by itself, constitute misconduct.

However, all complaints and disagreements must still be communicated appropriately.

Making a complaint does not excuse abusive, threatening, harassing, intimidating or persistently disrespectful behaviour.

You may disagree with us. You may not abuse our people while doing so.

If a member of our team believes that the manner in which they are being spoken to or treated has become inappropriate, they have the right to address the behaviour.

Where appropriate, our staff may inform you that the way you are communicating or behaving is unacceptable and ask you to stop.

We ask that you take this seriously and adjust the way you communicate.

If the behaviour continues, our staff may warn you that continued misconduct may result in the conversation or interaction being terminated and further action being taken in relation to your registration.

If you choose to continue the behaviour after being asked or warned to stop, Rolling Pineapple reserves the right to take further action.

If a member of our team informs you that continued inappropriate behaviour may result in your registration being cancelled, please take that warning seriously.

It is not intended as an empty threat, nor is it intended to prevent you from raising a complaint.

It is a genuine notification that your conduct has reached a point where continuing that conduct may result in action being taken under this policy.

Where appropriate, you will be given an opportunity to adjust the way you communicate.

If you choose to continue the same behaviour after being asked or warned to stop, cancellation may genuinely follow.

A warning about possible cancellation should not be treated as an empty warning.

Rolling Pineapple is not required to provide repeated warnings in every situation.

Where conduct is sufficiently serious, we reserve the right to take immediate action.

This may include circumstances involving:

• Threats of violence;
• Physical aggression or violence;
• Serious verbal abuse;
• Harassment;
• Sexual harassment;
• Discriminatory abuse;
• Serious intimidation;
• Conduct creating a reasonable concern for someone's safety; or
• Other serious misconduct.

In such circumstances, Rolling Pineapple may immediately end the interaction, remove an individual from our premises or course, cancel a learner's registration and/or refuse further service.

Where appropriate, the matter may also be referred to building management, security, the Police or other relevant authorities.

Where inappropriate behaviour continues, our staff are not required to continue the interaction indefinitely.

Rolling Pineapple may:

• End a telephone call;
• End an in-person conversation;
• Stop responding through a particular communication channel;
• Require communications to be made in writing;
• Require communications to be directed through a designated person;
• Ask an individual to leave our premises;
• Remove a learner from a class; and/or
• Escalate the matter for further action.

Being a paying customer does not require our employees to remain in an abusive or inappropriate interaction.

This policy also applies to people communicating with Rolling Pineapple in connection with your registration.

This includes your parent, guardian, spouse, partner, family member, friend, employer, colleague, company representative or another person acting on your behalf.

We understand that another person may assist you with registration, payment, scheduling, enquiries or other administrative matters. We are happy to communicate with them where appropriate.

However, the same standard of respectful conduct applies to them.

Being a family member, employer or representative of a learner does not provide an exception to this policy.

Where such a person behaves inappropriately, Rolling Pineapple may:

• Ask that person to stop;
• Warn them about their conduct;
• End the telephone call or interaction;
• Refuse to continue communicating with that individual;
• Restrict or block further communications where reasonably necessary;
• Require future communication to come directly from the registered learner or another appropriate representative; and/or
• Take further action where the behaviour is serious or persistent.

If you choose to have another person communicate or act on your behalf, you are expected to ensure that they communicate appropriately with our team.

Where misconduct by a person acting on your behalf is serious, persistent, encouraged by you, or continues in connection with your registration after warnings have been given, Rolling Pineapple reserves the right to consider whether we are willing to continue providing services in connection with that registration.

Where reasonably warranted by the circumstances, this may include cancellation of the associated learner's registration.

Rolling Pineapple reserves the right to cancel a learner's registration or terminate their participation where we reasonably determine that the learner, or a person acting on their behalf in connection with the registration, has seriously or repeatedly breached this policy.

Depending on the circumstances, Rolling Pineapple may:

• Remove the learner from an ongoing class;
• Terminate participation in a course;
• Cancel an upcoming registration;
• Refuse a transfer or rescheduling request;
• Restrict further communications;
• Decline future registrations or bookings; and/or
• Refuse further service.

The appropriate action will depend on the seriousness, frequency and circumstances of the conduct.

Rolling Pineapple reserves the right to end a customer relationship where continuing that relationship would expose our people to unacceptable conduct.

Where Rolling Pineapple reasonably determines that a learner's registration or participation should be cancelled because of a breach of this policy:

No refund will be provided for fees already paid.

The learner will remain responsible for any outstanding course fees, administrative charges and applicable cancellation charges in accordance with Rolling Pineapple's prevailing Terms & Conditions.

Cancellation under this policy will be treated as a cancellation arising from misconduct and will not be treated as an ordinary cancellation initiated by Rolling Pineapple for operational reasons.

Termination of a learner's registration does not automatically waive amounts that have already become due or payable.

Please be aware that telephone calls with Rolling Pineapple are recorded.

Call recordings may be retained and reviewed for purposes including:

• Quality assurance;
• Staff training;
• Record-keeping;
• Verification of communications;
• Complaint handling;
• Dispute resolution;
• Incident investigation; and
• The safety and protection of our learners, trainers and staff.

Where there is a disagreement about what was said or what occurred during a telephone conversation, Rolling Pineapple may review the relevant call recording, where available, together with other relevant information.

Call recordings are intended to provide an objective record of communications and may be considered when reviewing a complaint or alleged breach of this policy.

Recordings and personal data will be handled in accordance with Rolling Pineapple's Privacy Policy and applicable data protection requirements.

Where necessary to review a complaint, dispute or alleged breach of this policy, Rolling Pineapple may consider relevant information and records available to us.

Depending on the circumstances, these may include:

• Telephone call recordings;
• WhatsApp messages;
• Emails;
• Written correspondence;
• Registration records;
• Transaction and payment records;
• CCTV footage, where available;
• Accounts from staff, trainers, learners or other witnesses; and
• Other relevant information or records.

This allows us to consider what occurred rather than relying solely on one person's recollection of an incident.

Protecting our people does not mean automatically assuming that a member of our team is correct in every disagreement.

Similarly, an allegation that a staff member behaved inappropriately does not automatically establish that misconduct occurred.

Where an incident is disputed, Rolling Pineapple may consider the available information and circumstances before determining what action, if any, is appropriate.

We may consider factors including:

• The seriousness of the conduct;
• Whether it was an isolated incident or repeated behaviour;
• Whether the individual was asked to stop;
• Whether a warning was given;
• Whether the behaviour continued following a warning;
• The accounts of the persons involved;
• Available recordings or written communications; and
• Any other relevant circumstances.

Our objective is to understand what occurred and respond in a manner that we consider reasonable and proportionate.

You are entitled to pursue legitimate complaints or escalation channels available to you.

The fact that you have made, intend to make, or have escalated a complaint does not prevent Rolling Pineapple from separately addressing inappropriate conduct towards our staff.

These are two separate matters.

We will consider your complaint on its merits. We will consider your conduct on its merits.

A person will not be considered to have breached this policy merely because they made a genuine complaint, disagreed with us, sought assistance or escalated a matter.

However, making or escalating a complaint does not provide an exception to this policy and does not excuse abusive, threatening, harassing, intimidating or persistently disrespectful conduct.

Rolling Pineapple will not disregard inappropriate conduct simply because an individual states that they intend to complain, escalate the matter, contact an external party, post publicly about an incident or otherwise challenge our decision.

You remain entitled to pursue any legitimate avenue available to you.

Rolling Pineapple equally retains the right to review the incident, consider available records, enforce our policies and protect our people.

A complaint will be considered fairly. The possibility of a complaint will not require us to ignore misconduct.

Before speaking to one of our team members in anger, we ask you to consider a simple question:

“Would you consider it acceptable for someone to speak to your own family member in the same way while they were simply doing their job?”

Our staff members are someone's family too.

They are someone's daughter, son, mother, father, husband, wife, partner, sibling or loved one.

Coming to work should not require anyone to accept humiliation, harassment, intimidation, threats or abuse.

Rolling Pineapple has a responsibility to provide good service to our learners.

We also have a responsibility to protect the people who work for us.

We take both responsibilities seriously.

Respect goes both ways.

Rolling Pineapple expects our trainers and employees to communicate professionally and treat learners with dignity and respect.

If you believe that a member of our team has behaved inappropriately, you may raise the matter with Rolling Pineapple through the appropriate channel.

We may review the circumstances and available information before determining what action, if any, should be taken.

We ask only that concerns and complaints are communicated respectfully while they are being reviewed.

Our trainers and staff are expected to assist learners professionally, patiently and respectfully.

They are not expected to tolerate shouting, insults, humiliation, harassment, threats, intimidation or persistent disrespect simply because someone has paid for a course.

If a member of our team tells you that the way you are communicating with them is inappropriate, we ask that you respect that boundary and adjust the way you communicate.

Where inappropriate behaviour continues, we reserve the right to end the interaction.

Where the circumstances are sufficiently serious or persistent, we reserve the right to end the customer relationship altogether.

Respect goes both ways.

You deserve to be treated professionally and respectfully by our team.

Our team deserves the same from you and anyone acting on your behalf.

• We welcome questions.
• We welcome feedback.
• We welcome disagreements.
• We welcome genuine complaints.

We do not tolerate abuse, harassment, intimidation, threats or persistent disrespect towards our people.

• If we make a mistake, tell us.
• If you disagree with us, tell us.
• If you are unhappy with our service, tell us.
• If you wish to make a complaint, you may do so.

But please speak to our people with the same dignity and respect that you would expect us to show you and the people you care about.

Where someone becomes frustrated or makes a mistake, we would rather resolve the matter professionally.

Where someone chooses to continue unacceptable behaviour after being asked to stop, there may be consequences.

Where behaviour is sufficiently serious, Rolling Pineapple reserves the right to end the interaction, cancel the registration and refuse further service.

Our staff are here to help.

They are not here to be abused.

If you have any questions about these Terms and Conditions or need further clarification, please contact us at:

Email: rps.admin@rollingpineapple.com.sg
Phone/WhatsApp: +65 9679 2945

Thank you for choosing Rolling Pineapple, where we aim to empower individuals with essential first aid skills for a safer and healthier community.