Councillors received a report outlining the measures already in place to protect colleagues from harassment or aggressive behaviour – whether face-to-face, over the phone or online.
Although the vast majority of interactions with the public are positive, the committee heard that abusive behaviour continues to be a concern, particularly on social media.
Over recent months, the council has seen a noticeable rise in abusive comments being flagged and reported through the strengthened moderation process.
Updated Social Media House Rules were introduced in July 2025, making it clear that personal attacks on staff will not be tolerated on any council-run online channels. Abusive comments can now be removed swiftly and repeat offenders may be blocked.
The committee also noted ongoing work through the council’s Respect Our Colleagues campaign, refreshed internal guidance on reporting incidents and a wider HR policy review due for completion in 2026. This includes strengthened procedures for supporting staff who experience abuse and clear pathways for escalation, including where Police Scotland involvement may be required.
Councillor John Campbell, Chair of the Enabling and Customer Services Committee, said:
“Our staff work hard every day to support communities across Dumfries and Galloway. No one should face threats, intimidation or harassment simply for doing their job.
“By reinforcing our zero-tolerance approach, we’re making it clear that abuse – whether in person or online – will not be accepted. We will protect and support our council’s colleagues, and we will take action wherever necessary.”
Councillor Ben Dashper, Vice-Chair, added:
“We’ve strengthened our policies, tightened our social media rules and made sure colleagues know how to report incidents and get help quickly.
“Most people engage respectfully, and we’re grateful for that. But for the small number who don’t, we are absolutely united in standing up for our teams and ensuring everyone can work safely.”