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This Acceptable Communications Etiquette Policy (the “Policy”) sets out the standards of communication expected when interacting with GEN staff, contractors, and representatives. The Policy applies to all communications with GEN, including (without limitation) the HelpDesk portal, email, telephone, video calls, in‑person meetings, and any messaging or collaboration platform used for delivery of services. This Policy is incorporated into, and forms an adjunct to, the Framework Agreement between GEN and the Customer. Capitalised terms used but not defined in this Policy have the meaning given in the Framework Agreement. If there is any inconsistency between this Policy and the Framework Agreement, the Framework Agreement takes precedence.
GEN provides professional services and support in time‑sensitive and high‑risk environments. Clear, respectful, and bounded communication protects service quality, staff welfare, and the Customer’s outcomes. This Policy helps ensure that all parties can collaborate effectively and safely.
We expect all communications to be:
The following behaviour is unacceptable and may be treated as a material breach of contract (including the Framework Agreement and any Statements of Work) depending on severity and context:
Where unacceptable behaviour occurs, GEN may take one or more of the following actions. Any response will be proportionate to the circumstances and may be taken immediately where necessary.
We may ignore abusive emails/messages, or acknowledge them only briefly (for example, to confirm receipt and restate required standards or boundaries). We are not obliged to respond substantively to communications that are abusive, threatening, or otherwise unacceptable.
We may require that communications are restricted to:
We may also require that communications are in writing only and recorded within the HelpDesk case record.
Where behaviour makes the relationship unworkable, unsafe, or operationally impracticable, we may pause or terminate non‑essential services. This may include refusing new Statements of Work, delaying non‑urgent work, or ceasing discretionary assistance, where doing so is necessary to protect personnel and maintain safe operations.
Where communications involve threats, harassment, stalking, intimidation, or other potentially unlawful conduct, GEN may report the matter to the police and/or relevant authorities and may disclose information where lawful and appropriate.
This Policy is incorporated into the Framework Agreement. A serious breach of this Policy, or repeated breaches, may be treated as a material breach. Where the breach cannot reasonably be remedied, or where immediate action is required for safety, GEN may:
For the avoidance of doubt, where unacceptable behaviour makes the relationship unworkable, GEN may decline to continue the engagement and may “walk away” from the contract(s) to the extent permitted by the Framework Agreement and law. Any accrued fees, charges, and costs properly due for work performed up to suspension/termination remain payable in accordance with the Framework Agreement.
If we impose communication boundaries, we will (where practicable) state them clearly. Examples include: “HelpDesk only”, “single point of contact”, “written communications only”, “no direct contact with engineers”, or “escalations via the Account Manager only”. Continued service is conditional on those boundaries being respected.
GEN’s choice not to take action in one instance does not waive our right to take action later for the same or similar behaviour.
GEN may amend this Policy from time to time. Material changes will be notified in accordance with the Framework Agreement. Changes take effect prospectively from the stated effective date or, if none, from the date of posting.
This Policy is incorporated into the Framework Agreement and does not operate as a standalone agreement. If there is any inconsistency between this Policy and the Framework Agreement, the Framework Agreement takes precedence.