BISMA Communications Policy:
Purpose of this Policy
BISMA – British International Sports Medicine Academy is committed to maintaining professional, respectful, and effective communication with all learners, applicants, and stakeholders.
This policy sets out clear expectations for communication standards and explains how BISMA manages unreasonable or inappropriate conduct, ensuring fairness, consistency, and regulatory compliance.
Scope
This policy applies to all communications with BISMA, whether written, electronic, or verbal, including but not limited to:
– Emails
– Telephone calls
– Verbal communication directed to BISMA staff (in person or by phone)
– Written correspondence
– Online messages or learner portal communications
– Text messages (SMS)
– WhatsApp or other instant messaging platforms
– Social media messages directed to BISMA or its staff
This policy applies regardless of whether communication is made during teaching sessions, assessments, administrative interactions, or outside scheduled learning activities.
Expected Standards of Communication
We expect all learners and stakeholders to communicate in a manner that is respectful, professional, non-abusive, non-threatening, clear, and relevant to the matter being raised.
Disagreement or dissatisfaction may be expressed, but it must be done respectfully and without inappropriate language.
Unreasonable Conduct
Unreasonable conduct includes, but is not limited to:
– Personal attacks against staff members
– Use of abusive, offensive, insulting, or threatening language
– Repeated communications on the same matter after a response that aligns with our policies has been provided
– Persistent demands that conflict with published policies or regulatory standards
– Attempts to intimidate staff through threats of complaints or legal action without reasonable basis
– Refusal to accept a final response while continuing to repeat the same request
BISMA’s Response to Unreasonable Conduct
Where communication is considered unreasonable, BISMA may:
– Issue a written notice advising that the conduct is not in line with this policy
– Provide a final response and decline further repetitive correspondence
– Restrict communication to formal channels only
– Decline to respond to further communications on the same issue
– Log the conduct internally for quality assurance, safeguarding, or regulatory purposes
Complaints and Escalation
Learners who remain dissatisfied after receiving a final response may escalate the matter through BISMA’s formal complaints procedure as published on our website.
Abusive or unreasonable communication will not influence complaint outcomes.
Zero Tolerance for Abuse
BISMA has zero tolerance for harassment, threats, discriminatory language, or persistent abusive behaviour toward staff.
Where conduct escalates beyond unreasonable communication and may constitute harassment, BISMA reserves the right to take further action, including restricting contact or seeking external advice.
Fairness and Proportionality
BISMA will always act proportionately and reasonably. This policy is not intended to discourage legitimate queries or complaints, but to ensure communication remains constructive, professional, and manageable for all parties.
Policy Review
This policy is reviewed periodically to ensure it remains appropriate, effective, and aligned with regulatory expectations.
