Infected Blood Compensation Authority
IBCA Channels - Acceptable Use Policy
Our commitment
We recognise the sensitive nature of the infected blood scandal and are dedicated to maintaining supportive environments across all our communication channels.
That is why we are committed to providing accessible and respectful communication channels that support each and every member of the infected blood community.
Expected standards
We welcome all feedback, questions and constructive criticism about our work. Your input helps us improve and grow the compensation service as well as supporting the community.
We value diverse perspectives and recognise that different people may have varying communication styles and needs.
We strive to provide clear, accurate and timely information about our work and decisions. When we make mistakes, we will acknowledge them and explain how we are working to improve.
You can expect us to treat you with compassion, respect and understanding. We'll aim to respond to your questions wherever we can, and may respond on a theme where a number of questions are asking about the same issue.
In return, we ask for respectful dialogue that does not use abusive language or target any individual. This ensures both IBCA employees and members of the community are not subjected to unacceptable and/or harmful behaviour.
Unacceptable behaviour
The following behaviours are not acceptable on any IBCA channel:
- Personal attacks, harassment, or abuse towards individuals;
- Threatening language or behaviour;
- Discriminatory language;
- Excessive profanity or offensive language that may cause distress to others;
- Behaviours that makes others feel unsafe or unwelcome;
- Deliberate misinformation or harmful content;
- Any behaviour that creates a hostile or intimidating environment.
Our response to unacceptable behaviors
Phone and email
Our team is here to help you and we're committed to treating everyone with care and respect. We understand this is a difficult time and will respond with compassion while maintaining professional standards. We ask that all conversations are conducted with mutual respect so we can provide the best possible support.
We will block any individuals who make persistent abusive phone calls or send abusive emails.
Our staff are trained to listen with empathy, but they also deserve a safe and respectful working environment.
Public events - online and in person
We want our events to feel safe and respectful for anyone who attends. We know that people may feel frustrated, emotional, or upset, and that is completely understandable. If behaviour becomes abusive or threatening, we will step in and may need to ask the person to leave. In very rare cases where safety is at risk, we may also need to involve the police. Our priority is to make sure all participants feel heard, supported and safe.
Social media
We monitor our social media channels and will report content that appears to violate platform policies and rules on abuse and harassment. Accounts posting abusive content may be blocked and comments may be deleted. We do not remove general criticisms.
Threatening behaviour may be reported to the police.
This policy applies to all IBCA channels, including:
- Telephone helplines and enquiry services;
- Social media platforms (X, LinkedIn, Facebook);
- Public engagement sessions and consultations, including virtual events;
- Email communications.
Contact information
If you have concerns about content or behaviour on our channels, or need support accessing our services, please contact us:
Phone: 0141 726 2397
Monday to Friday, 9am to 5pm, excluding bank holidays.
Email: ibcaenquiries@ibca.org.uk
Please only use this email address for general enquiries and not for sharing personal information.
Wellbeing support
If any content on IBCA channels causes you distress, you can access confidential support from the
- Samaritans: 116 123
- Shout: www.giveusashout.org
- NHS mental health services
Find information about psychological support on our website www.ibca.org.uk/get-support/psychological-support
In an emergency, call 999.
Review
This policy will be reviewed regularly to ensure it continues to meet the needs of the infected blood community, and upholds our commitment to public standards.