Employee Passport / HR practice guides
Harassment risks from customers and work events
Harassment risks: Connect harassment safeguards to customer contact, lone working and work-related events.
Anonymised practice examples drawn from cases handled by our team.
Harassment risks: practical approach
The practical response is to identify the specific contact pattern, such as lone customer interactions or a work-related event, and connect it to a practical reporting and response arrangement. That may require a nominated contact, clear authority to intervene, agreed customer standards or a review of working arrangements.
What to check and record
The framework should also distinguish immediate protection from a later finding about the behaviour. A commercial relationship should not prevent a concern being assessed, but action against a third party still needs a factual and proportionate basis. The record should explain the exposure considered, the action selected and who is responsible for checking whether it remains effective.
Learning for managers
The lesson is to connect broad policy coverage to the point at which employees may actually need help. A statement of unacceptable behaviour is stronger when staff know what to do and managers know what action they are authorised to take.
Manager checklist
- Identify customer or event exposure
- Name a contact and intervention route
- Explain expected behaviour
- Check whether safeguards work in practice
Explore outsourced HR support · Browse HR practice guides
Further reading
General guidance for Great Britain. Use the relevant policy and advice for a live case.
EMPLOYEE PASSPORT / PRACTICAL HR SUPPORT
Need help applying this?
Bring your workplace question to our team. We will help you work through the options and agree a clear next step.
