IVG LiveChat Anti-Abuse Policy

IVG Live Chat Anti-Abuse Policy

1. Policy Statement

IVG is committed to providing a safe, respectful, and productive environment for all users and staff. We have a zero-tolerance policy towards any form of abuse, harassment, discrimination, or offensive behaviour on our live chat service. This policy covers all interactions within our live chat platform, whether initiated by customers, clients, or other users.

2. Prohibited Conduct

Users of our live chat service are expected to communicate in a polite and professional manner. Prohibited behaviour includes, but is not limited to:

Using foul, abusive, threatening, intimidating, or derogatory language.

Making racist, sexist, homophobic, transphobic, or other discriminatory comments.

Making serious allegations of criminal or corrupt conduct without evidence.

Harassing, bullying, or victimising staff or other users.

Making unreasonable demands, including excessive communication, or refusing to follow established procedures.

"Flooding" the chat with rapid text, or other disruptive behaviours intended to interfere with service.

Sending or attempting to send harmful files, viruses, or inappropriate images.

Attempting to assume the identity of another user or mislead others about the origin of a message.

3. Confidentiality and Exceptions

All interactions are treated with sensitivity and confidentiality. However, we may be required to share information in certain circumstances, including:

If we believe there is a serious risk of harm to you or others.

If required to do so by law, such as in cases involving child protection concerns or a court order.

If we are reporting a criminal offence to the police.

4. Reporting Abuse

If you experience or witness any form of abuse or unacceptable behaviour on our live chat, please:

Use the built-in reporting mechanism within the chat interface, if available.

Inform the live chat agent immediately.

Submit a formal complaint in writing to customercare@ivapegreat.com as soon as possible after the incident.

5. Consequences of Policy Violation

Breaches of this policy are taken seriously and may result in a range of actions, which will be proportionate to the nature and impact of the behaviour. Potential consequences include:

An immediate warning and request to modify behaviour.

Immediate termination of the current chat session.

Temporary or permanent suspension of your access to our live chat service or other services.

Implementing technical measures such as IP blocking to prevent further contact.

Reporting the incident and providing evidence to relevant authorities, including the police.

Pursuing legal action where appropriate (e.g., under the Malicious Communications Act 1988 in the UK).

6. Staff Authority and Training

All customer-facing staff are aware of this policy and are empowered to manage unreasonable behaviour and terminate conversations if the policy is breached. Staff receive appropriate training on safeguarding and handling difficult interactions in line with this policy.

7. Review

This policy will be reviewed regularly, at least every 6 months, to ensure it remains effective and compliant with current legislation and best practices.