Client code of conduct, what is it?

The client code of conduct is a policy put in place to protect employees' safety and well-being when dealing with clients.

CaRMS staff is responsible for responding to any inquiries involving the application and Match process to the best of their ability. There may, however, be times when we are unable to respond to questions or concerns to the client’s satisfaction.

In those situations, every attempt will be made to provide alternative solutions within our control.

However, under no circumstance will staff be expected to endure any form of abusive behaviour, and we reserve the right to refuse to assist clients in these situations.

Abusive behaviour includes:

1. Threatening, malicious or abusive language that demeans or belittles the individual.
2. Threats of violence towards CaRMS employees or property.
3. Harassment based on prohibited grounds set out in the Canadian Human Rights Act including but not limited to:
   • Race
   • National or Ethnic Origin
   • Colour
   • Religion
   • Age
   • Sex
   • Sexual orientation
   • Gender identity or expression
   • Marital status
   • Family status
   • Disability
   • Genetic characteristics
4. Use of sexually explicit language including but not limited to:
   • Inappropriate or unwelcome comments, sexual or otherwise.
   • Displaying obscene, nude or pornographic pictures
5. Hostile remarks or highly offensive behaviour, that is unwelcome or ought to reasonably know to be unwelcome which would humiliate or intimidate or have harmful lasting effect.

How do I de-escalate a hostile client interaction?

How do I report a hostile client interaction?

Where can I find a list of key messages to use when dealing with clients?