Customer Code of Conduct

Table of Contents

Office of the Broward County Tax Collector

Customer Code of Conduct

Last Modified: July 27, 2026

PURPOSE

The Broward County Tax Collector (BCTC) aims to serve all customers efficiently and respectfully. This Customer Code of Conduct sets consistent standards for visitors to BCTC offices to protect safety, privacy, and security; ensure smooth transactions; and prevent disruptions.

AUTHORITY

The Tax Collector is a county constitutional officer established by Article VIII, Section 1(d) of the Florida Constitution, with duties prescribed by Chapter 197, Florida Statutes, and other general law. As the public officer responsible for the offices the Tax Collector owns, leases, or controls, the Tax Collector has the authority and the duty to regulate the use of those premises, to maintain order, and to ensure the efficient conduct of official business, consistent with the constitutions and laws of the United States and the State of Florida.

APPLICATION AND FORUM DESIGNATION

This Code applies to all members of the public present at any office, branch, lobby, service counter, drive-through lane, queuing area, or other facility owned, leased, occupied, or controlled by the Tax Collector (collectively, “BCTC Offices”), during or after posted business hours.

BCTC Offices are reserved solely for official business between the public and Tax Collector staff. These offices are not open for public gatherings or expressive activities. As nonpublic forums, the Tax Collector can set reasonable, neutral rules on access and behavior. Only individuals conducting legitimate business, or assisting someone who is, may be present.

This Code shall be applied uniformly and without regard to any person’s viewpoint, identity, or the content of any complaint, criticism, or grievance the person may wish to express concerning the Tax Collector or any government body. Nothing in this Code limits any person’s right to petition the office, to file complaints, to request public records under Chapter 119, Florida Statutes, or to observe and report on government operations by lawful means.

CUSTOMER EXPECTATIONS

Customers can expect BCTC staff to treat them with courtesy, patience, and respect; to provide accurate information and timely service; to provide reasonable accommodations for persons with disabilities; and to serve all customers impartially. In return, customers are expected to treat staff and fellow customers with the same courtesy and to comply with this Code and with lawful staff direction.

PROHIBITED CONDUCT

The following conduct is prohibited within BCTC Offices and on their immediately surrounding grounds, parking areas, and entrances:

  1. Violating any federal, state, or local law, ordinance, rule, or regulation, including without limitation disorderly conduct (§ 877.03, Fla. Stat.), assault (§ 784.011, Fla. Stat.), battery (§ 784.03, Fla. Stat.), and written or electronic threats (§ 836.10, Fla. Stat.).
  2. Threatening, intimidating, abusive, or harassing language or behavior directed at any employee, official, contractor, or customer, including yelling, profanity directed at a person, obscene gestures, slurs, or threats of harm.
  3. Physical violence of any kind, or any act creating a substantial risk of harm to persons or property.
  4. Disruptive behavior that interferes with employees in the performance of their duties or with other customers’ use of the office, including refusing to follow reasonable queuing, check-in, or appointment procedures.
  5. Refusing to leave a service counter, workstation area, or office after the transaction is complete or after being lawfully directed to do so by a manager or designee.
  6. Entering non-public areas, including staff workrooms, offices, cash-handling areas, and any area marked as restricted, without staff escort or authorization.
  7. Blocking entrances, exits, fire exits, aisles, service counters, or drive-through lanes, or otherwise impeding access to or provision of services.
  8. Possessing any weapon, firearm, or destructive device except as authorized by law. Nothing in this Code prohibits the lawful carrying of a firearm or weapon by a person authorized to do so under Florida law, including Chapter 790, Florida Statutes. Any firearm or weapon, however carried, that is exhibited in a rude, careless, angry, or threatening manner in violation of § 790.10, Florida Statutes, or used to intimidate any person, will result in immediate referral to law enforcement.
  9. Smoking, vaping, or use of tobacco or electronic cigarettes inside any BCTC Office, consistent with the Florida Clean Indoor Air Act, §§ 386.201–386.2125, Florida Statutes.
  10. Possessing, consuming, or being impaired by alcohol or illegal drugs on the premises.
  11. Bringing animals into BCTC Offices, except service animals as defined and protected by the Americans with Disabilities Act, 28 C.F.R. § 35.136, and § 413.08, Florida Statutes, or animals present for an official transaction when expressly permitted by staff.
  12. Soliciting, panhandling, vending, campaigning, petition circulation, or distributing or posting leaflets, signs, or other materials, without the prior written authorization of the Tax Collector or designee.
  13. Leaving children who require supervision, or other persons requiring personal assistance, unattended; or leaving packages, bags, or other personal items unattended (unattended items may be removed and reported to security or law enforcement).
  14. Damaging, defacing, tampering with, or misusing BCTC property, equipment, furniture, signage, or building systems, including locks, doors, cameras, and electrical or plumbing systems.
  15. Using BCTC Offices for purposes other than transacting official business, including loitering, sleeping, bathing, or remaining on the premises after posted business hours or after completion of one’s business.
  16. Operating bicycles, skates, skateboards, scooters, or similar devices inside BCTC Offices, or playing audio at a volume audible to others.
  17. Presenting fraudulent documents, misrepresenting one’s identity, or attempting to transact business on behalf of another person without lawful authority.
  18. Failing or refusing to cease any conduct prohibited by this Code promptly after a request by a manager, supervisor, or designee.

DISABILITY ACCOMMODATIONS

The Tax Collector follows the Americans with Disabilities Act and § 413.08, Florida Statutes. Service animals trained to assist people with disabilities are allowed in all BCTC Offices. Staff may only ask if an animal is a service animal and what tasks it performs. A service animal can be excluded if uncontrolled or not housebroken. No person with a disability will be denied services; reasonable accommodations will be provided unless they threaten safety or disrupt office operations. For accommodations, please contact the office at (954) 797‑2222.

ENFORCEMENT

Enforcement of this Code is intended to be progressive and proportionate, except that conduct posing an immediate threat to safety, or constituting a crime, may result in immediate removal and referral to law enforcement without prior warning.

  1. Warning. A manager, supervisor, or designee will ordinarily first advise the person that their conduct violates this Code and request that the conduct cease.
  2. Direction to leave. A person who continues the prohibited conduct after warning, or whose conduct disrupts the work of the office, shall be deemed no longer present to transact legitimate business and is no longer authorized to remain. The manager or designee may direct the person to leave the premises for the remainder of the day.
  3. Trespass. A person who refuses to leave after being directed to do so may be treated as a trespasser. At the request of the manager or designee, law enforcement may issue a trespass warning or enforce the refusal to depart under §§ 810.08 and 810.09, Florida Statutes. Trespass in an occupied structure is a first-degree misdemeanor under § 810.08(2)(b), Florida Statutes.
  4. Extended exclusion. For repeated violations or a single serious violation (including violence, threats of violence, or criminal conduct), the Tax Collector or designee may issue a written notice excluding the person from one or more BCTC Offices for a stated period not to exceed one year. The notice shall state the factual basis, the duration and scope of the exclusion, the alternative means available to transact business (including online, mail, telephone, and drop-box services), and the procedure for appeal.
  5. Appeal. A person subject to an extended exclusion may appeal in writing to the Tax Collector or designee within ten (10) business days of issuance. The appeal will be decided in writing within fifteen (15) business days of receipt. The exclusion remains in effect pending appeal unless stayed by the Tax Collector, designee, or court order.
  6. Continued access to services. No enforcement action under this Code shall deny any person the ability to pay taxes or fees, renew registrations or licenses, or otherwise meet legal obligations administered by this office. Persons excluded from in-person service will be informed of available alternative service channels, and where no adequate alternative exists, the office will arrange a reasonable supervised means of transacting essential business.

REPORTING ILLEGAL CONDUCT

Incidents involving violence, threats, weapons offenses, theft, vandalism, or other criminal conduct will be reported to the Broward Sheriff’s Office or other appropriate law enforcement agency and may be prosecuted in addition to any administrative action under this Code.

POSTING AND ADMINISTRATION

A summary of this Code shall be posted conspicuously near the public entrance of each BCTC Office and published on the Tax Collector’s website. Office managers and designees are authorized to administer and enforce this Code on behalf of the Tax Collector.

SEVERABILITY

If any provision of this Code, or its application to any person or circumstance, is held invalid, the invalidity shall not affect other provisions or applications of this Code that can be given effect without the invalid provision or application, and to this end the provisions of this Code are severable.