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Standards on Appropriate Customer Behavior and Use of Language

  1. Introduction. The BVU Authority is committed to providing a safe and respectful environment for all customers and employees. To achieve this, the BVU Authority has established standards on appropriate customer behavior and the use of language. These standards outline our expectations for customer behavior and the consequences of violating standards.
  2. Scope. These standards apply to all customers who interact with the BVU Authority, including in-person interactions at our establishment, phone or email communications, and interactions on our website or social media channels.
  3. Prohibited Behavior. The BVU Authority does not tolerate any form of aggressive or abusive behavior from customers. This includes, but is not limited to, the use of threatening language, verbal abuse, harassment, or discrimination. Customers who engage in such behavior will be in violation of these standards.
  4. Legal Considerations. We remind our customers that Virginia Code §18.2-416 prohibits the use of abusive language. Any customer who violates this law may be subject to legal action and prosecution.
  5. Complaints and Concerns. The BVU Authority encourages customers to express their concerns or complaints in a respectful and constructive manner. If a customer wishes to submit a formal complaint regarding any aspect of the BVU Authority, they may do so by contacting us directly. Our employees will promptly address any complaints or concerns and work towards a resolution. If a customer is not satisfied with our response, they may escalate their complaint to the Tennessee Valley Authority (TVA). The TVA is an independent federal agency that provides oversight for utilities and businesses in the Tennessee Valley region. The TVA's complaint resolution process provides customers with a formal process to escalate complaints and ensure they are addressed fairly and efficiently. Customers can contact the TVA by calling (865) 632-8133 or visiting their website at www.tva.com/complaint-resolution-process.
  6. Consequences of Violating the Standards. Any customer who violates these standards will be subject to immediate action, which may include, but is not limited to, termination of their relationship with the BVU Authority. Our employees are authorized to take appropriate measures to address any incidents of aggressive or abusive behavior from customers, including asking the customer to leave our establishment or terminating the interaction with them.
  7. Communication and Enforcement. The BVU Authority will communicate these standards to all customers through our website, and other means of communication. We will also train our employees on these standards to ensure consistent enforcement.
  8. Standards Review. These standards are effective immediately and may be revised or updated as necessary to reflect changes in the law, our business practices, or other relevant factors. Any updates to these standards will be communicated to our employees and posted to our website.
  9. Conclusion. The BVU Authority is committed to providing a safe and respectful environment for all customers and employees. By establishing and enforcing these standards, we aim to create a positive and welcoming experience for all who interact with the BVU Authority. We encourage our customers to communicate with us in a constructive and respectful manner, and we will work diligently to resolve any complaints or concerns that may arise.