Version 0.1 · last updated 25 October 2026
Security operators often work late, alone, and in busy or tense places. Everyone on CVRD (operators, clients, their staff and CVRD's own team) has the right to work without harassment, abuse or violence. This policy explains what we expect and what we do when it goes wrong.
1. Who it covers
- Operators working CVRD bookings.
- Clients, their staff, and anyone at the venue during a CVRD booking.
- CVRD's own team.
2. What isn't acceptable
- Harassment: unwanted conduct related to someone's sex, race, disability, age, religion or belief, sexual orientation, gender reassignment, or any other protected characteristic, which violates their dignity or creates a hostile, degrading or offensive environment.
- Sexual harassment: unwanted conduct of a sexual nature, including comments, jokes, touching, messages and images.
- Bullying, threats, abuse and violence, whether in person, by phone or through the app.
- Retaliation against anyone who reports something or helps with an investigation.
3. What we expect
- Operators treat everyone they meet with respect and keep to the standards of their SIA licence.
- Clients make sure operators are treated with respect by their staff, and take reasonable steps to protect them from their customers. That includes giving operators a safe place to work, breaks, and a way to get help on site.
- Booking chat is for arranging the job. It mustn't be used to harass anyone.
4. Reporting it
- During a job: tap "Problem with this booking?" in the app. It alerts CVRD straight away, day or night, and you can call us from the same screen.
- Afterwards: email hello@cvrd.uk, or reply to any booking email.
- If anyone is in danger, call 999 first.
You can report something that happened to you or something you saw. We'll keep reports as confidential as we can, sharing them only with the people who need to know to deal with it.
5. What we do
We'll acknowledge a report within one working day and look into it fairly, including hearing from the person it's about. Depending on what happened, we can:
- stop an operator being offered work at a particular venue, or stop a client being matched with a particular operator;
- warn, suspend or close an operator's or a client's account;
- end a booking early, with the operator paid for the time booked;
- report it to the police or the SIA, or support you if you do.
An operator who leaves a job because they feel unsafe won't be penalised in their tier or rating for it while we look into what happened.
6. Preventing it
- We tell clients and operators about this policy when they sign up, and in the guides.
- We look at patterns in reports and ratings, and act on repeated problems at a venue or with a person, even if no single report was serious.
- We review this policy at least once a year, and after any serious incident.