7. Customer Complaints

NEW EQUALITIES ACT COMPLIANT POLICY PROPOSAL

7. Customer Complaints

Some customers may complain if they feel that someone whom they think of being of the opposite sex is in their changing room.  It is important that everyone feels dignified and safe on the premises and it would be especially wrong to tell women and girls that their concerns may not be respected when using facilities where they are undressing. 

The trans person’s desire to use facilities which conform to their preferred gender is understandable, and the situation may require sensitive explanation of the law relating to single sex provision as provided for in the Equality Act (2010) as explained in the section above.

The immediate priority should be to provide the trans person with a safe and appropriate alternative changing facility.

Customers can be directed to the Policy and Research Team on the contact number below if they want to know more or are unhappy with the policy. 

If a trans customer wants to make a complaint, and a staff member is recording the details, please ask them what name and preferred pronoun they would like the response to contain.

GLASGOW LIFE CURRENT POLICY STATES

7. Customer Complaints

 Some customers may complain if they feel that someone whom they think of being of the opposite sex is in their changing room. This is understandable and it requires sensitive explanation of transgender, the law – the Equality Act (2010), and of our policy of trying to facilitate equal access within our venues. Customers can be directed to the Policy and Research Team on the contact number below if they want to know more or are still unhappy with the explanation. 

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