Unreasonable Complainant Conduct Policy

Objective

The policy and the supporting procedures have been developed to assist Council to better manage unreasonable complainant conduct (UCC) in conjunction with Council’s current Complaints Management policy.

The aim of the UCC Policy is to ensure that staff managing complaints:

• Feel confident and supported in taking action to manage a potential UCC.
• Act fairly, consistently, honestly and appropriately when responding to UCC.
• Are aware of their roles and responsibilities in relation to the management of UCC and how this policy will be implemented.
• Understand the different circumstances when it may be appropriate to manage UCC using one or more of the following mechanisms:
• The strategies provided in the Managing Unreasonable Complainant Conduct Practice Manual (2nd edition) (‘practice manual’) including the strategies to change or restrict a complainant’s access to our services.
• Alternative dispute resolution strategies to deal with conflicts involving complainants and members of our organisation.
• Legal instruments such as trespass laws/legislation to prevent a complainant from coming onto our premises and orders to protect specific staff members from any actual or apprehended personal violence, intimidation or stalking.
• Have a clear understanding of the criteria that will be considered before we decide to change or restrict a complainant’s access to our services.
• Are aware of the processes that will be followed to record and report UCC incidents as well as the procedures for consulting and notifying complainants about any proposed actions or decisions to change or restrict their access to our services.
• Are familiar with the procedures for reviewing decisions made under this policy, including specific timeframes for review.