Customer Code of Conduct

Our Behaviour Standards

We ask customers to support our colleagues, our services and the communities we serve by following these standards that are in line with the CalMac values of People First, Locality and Bravery.

People First

We help each other thrive.

We ask customers to:

• Treat colleagues and fellow customers with courtesy, patience and respect.

• Use polite, inclusive and respectful language.

• Listen to information provided by colleagues and follow instructions.

• Recognise that colleagues are people doing their best, often under challenging circumstances.

• Support safe and efficient operations, including boarding, loading, waiting and travel arrangements.

We do not accept:

• Aggressive, abusive, threatening or intimidating behaviour.

• Discriminatory behaviour, language or conduct.

• Bullying or harassment.

• Behaviour that causes others to feel unsafe, threatened or distressed.

• Refusal to follow reasonable instructions from CalMac employees.

Locality

We act in the best interests of the places we serve.

We ask customers to:

• Respect local communities, vessels, terminals, ports and the wider environment.

• Follow signage, operational guidance and safety information.

• Treat facilities and property with care.

• Drive safely within port areas and on vessel decks.

• Follow loading, vehicle movement and traffic management instructions.

We do not accept:

• Dangerous driving or unsafe manoeuvring.

• Damage to company or third-party property.

• Entry into restricted or crew-only areas without permission.

• Smoking in non-designated areas.

• Tampering with safety, security or emergency equipment.

• Theft or attempted theft.

Bravery

Thinking and acting with courage and conviction

We ask customers to:

• Remain calm and constructive, particularly during disruption or delays.

• Follow safety instructions promptly.

• Raise concerns about our services respectfully through appropriate channels.

• Respect decisions made by colleagues that are necessary for safety or operational reasons.

• Speak up. Safety is everyone’s responsibility. Report anything you see that is unsafe to our staff.

We do not accept:

• Shouting, swearing or confrontational behaviour.

• Threats of violence or physical harm.

• Attempts to pressure colleagues into unsafe or unauthorised decisions.

• Behaviour that places customers, colleagues, vessels, vehicles or services at risk.

Preventing Harassment

CalMac is committed to providing a safe, respectful and inclusive environment for everyone.

We ask customers to:

• Treat everyone with dignity and respect.

• Respect personal boundaries.

• Immediately stop any behaviour if asked to do so.

We do not accept:

• Harassment of any kind. This includes behaviour directed at a person because of their age, disability, race, religion or belief, sex, sexual orientation, gender reassignment, pregnancy or maternity.

• Unwanted sexual remarks, gestures or advances.

• Sexually suggestive, humiliating or offensive comments.

• Inappropriate physical contact.

• Displaying, sharing or sending sexually explicit material.

• Victimisation or retaliation against anyone who raises a concern or supports a complaint.

We take all incidents of harassment seriously, whether they occur in person, verbally, in writing, or through electronic communications, including messaging services and social media. We will take appropriate action to support our employees and address unacceptable behaviour. Please refer to the "How We May Respond" section for information on potential sanctions.

Alcohol and Drugs

In some cases, unacceptable behaviour is associated with the consumption of alcohol or drugs.

Alcohol may be sold on selected CalMac services. Only alcohol purchased on board may be consumed on board our vessels.

At our discretion, we may:

• Withdraw alcohol sales on a particular sailing.

• Refuse alcohol sales to individual passengers.

Alcohol must not be consumed within port offices or terminal buildings.

We ask customers using our onboard bar and licensed areas to drink responsibly and be mindful of the impact their behaviour may have on fellow passengers and our staff. Everyone should be able to enjoy a safe, comfortable and welcoming environment when travelling with CalMac.

Passengers who appear to be under the influence of alcohol or drugs and who are considered to present a risk to themselves, colleagues, customers, property or the operation of services may be refused travel.

Customers travelling with Children

We respectfully ask customers to ensure that any young children travelling with them are always kept under supervision. This applies in our onboard children's play areas, as these areas are not supervised by our onboard staff.

Accompanying adults are responsible for supervising children while they use the play equipment and should ensure that it is treated with care. Damage caused through misuse may affect the safety and enjoyment of other children and could result in parts of the play area becoming unavailable.

Customers Travelling with Pets

We welcome pets on board and ask that owners always take responsibility for their animals while travelling and within our port facilities. Pets should be kept under control and must not affect the safety, comfort or wellbeing of other customers, staff or other animals.

Please ensure you always follow our Conditions of Carriage related to travelling with Pets.

Dog fouling on board our vessels or within port facilities is not acceptable. Owners must clean up after their pets immediately and dispose of waste responsibly.

We ask that customers treat their animals with care, respect and consideration throughout their journey. If a pet behaves aggressively, causes a disturbance, or is not kept under control, we may need to take action. Repeated incidents of unacceptable behaviour, including fouling, may result in restrictions on future travel or a travel ban as outlined in the 'How May Respond' information.

What We Mean by Unacceptable Behaviour

Unacceptable Behaviour means any verbal, written, physical, visual, electronic or other conduct which CalMac reasonably considers impacts or risk impacting:

• Safety.

• Wellbeing.

• Operational delivery.

• Company or third-party property.

• The ability of employees to perform their duties.

• The experience of other passengers or visitors.

Examples include, but are not limited to:

Language and Communication

• Profane, abusive or offensive language.

• Aggressive tone of voice or hostile gestures.

• Provoking arguments or making unreasonable demands.

• Persistently refusing to accept decisions in a manner that becomes disruptive, abusive or prevents employees from carrying out their duties.

• Refusing to follow reasonable instructions from employees, or responding in an abusive, threatening or disruptive way.

• Threats, intimidation or harassment of any kind.

• Derogatory remarks or unsubstantiated allegations intended to cause distress.

Individual Actions

• Dangerous driving in ports or on vessel decks. This includes using a mobile phone when driving and driving too fast. We have a 10mph speed limit at all locations unless signposted otherwise.

• Overtaking in vehicle queues.

• Smoking in non-designated areas.

• Displaying, carrying, using or threatening to use a weapon or prohibited item.

• Physical aggression, assault or threatening behaviour.

• Discriminatory conduct based on race, ethnicity, nationality, religion, disability, sex, sexual orientation or gender identity.

• Sexually inappropriate behaviour.

• Deliberate damage to property.

• Covert, intrusive, intimidating, persistent or targeted filming, photography or recording of passengers, crew members or staff which causes distress, compromises privacy, safety or security, or interferes with operations.

• Photography, filming or recording within restricted areas or of security-sensitive operational procedures where prohibited by CalMac.

Alcohol and Drugs

• Consuming alcohol in terminal buildings or port offices.

• Consuming alcohol not purchased on board a vessel.

• Being under the influence of alcohol or drugs where this presents a risk of disturbance, harm or damage.

Safety and Security

• Entering crew-only or restricted areas.

• Tampering with safety or emergency equipment.

• Theft of company or personal property.

• Interfering with vessel, port or terminal operations.

• Refusing safety instructions during operational or emergency situations.

How We May Respond

Where behaviour falls below the standards set out in either our Customer Code of Conduct or the Conditions of Carriage, CalMac may take appropriate action, including:

• Issuing a verbal or written warning.

• Removing a person from CalMac premises, vessels or facilities.

• Refusing travel or suspending travel privileges.

• Imposing temporary or permanent travel bans.

• Referring the matter to Police Scotland for assistance, investigation and potential prosecution.

CalMac will support any employee subjected to unacceptable behaviour and will take all reasonable and proportionate action available. Any long-term or permanent restriction will be subject to review in accordance with CalMac procedures.

Use of Personal Information

As outlined in CalMac's Privacy Notice, we may use personal information to investigate allegations of unacceptable behaviour before, during or after travel, and to manage any resulting warnings, restrictions or travel bans where necessary to protect our colleagues, customers, vessels and services.

Individuals involved in an incident may be asked to provide their name and address where reasonably required to investigate or manage unacceptable behaviour, enforce our Conditions of Carriage, protect people and property, or meet our legal obligations.

Where appropriate, CalMac will assist Police Scotland and other relevant authorities with investigations and prosecutions.

Our Commitment to Customers

Our colleagues will always endeavour to act professionally, fairly and respectfully. We will seek to resolve concerns constructively and will take a proportionate approach when considering the circumstances of any incident, including where a person's behaviour may be influenced by vulnerability, disability, distress or other relevant factors.

Thank you for following this Code of Conduct and helping us protect our people, our services and the communities we serve.