Equality and Human Rights Commission

Creating a fairer Britain

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Equality Advisory Support Service

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      • Staff behaviour
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Your responsibilities when delivering services

Whether you run or work in a business, the public sector, a voluntary or community sector organisation or a club or association, the way you deliver your services matters.

Pages in this section include:

The behaviour of staff who are dealing with customers, clients, service users, club members, associate members or guests or who are taking decisions about how you provide goods, facilities or services to the public or a section of the public

The building or other place where you deliver your services if this is open to the public or a section of the public

Advertisements and marketing

Written materials, for example, information leaflets you provide as part of your service

Websites and internet services

Telephone access and call centres.

More information

Equality Act good practice guidance downloads

Get more advice and support

Protected characteristic's definition

Glossary of terms

Codes of practice

View the current guidance and information for providers 

Your responsibilities for staff behaviour 

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  • Core guidance Service Providers 

Resources

  • Download a copy of the guidance for service providers
  • Get more advice and support
  • Protected characteristic's definition
  • Glossary of terms
  • Codes of practice
  • View the pre Equality Act guidance and information for providers 
  • Your responsibilities for staff behaviour 
  • Ten key questions about the Act
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