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Draft Unreasonable Customer Conduct Policy

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Consultation has concluded

This draft policy* has been developed to assist staff members to better manage unreasonable customer conduct (UCC). Based on the NSW Ombudsman Unreasonable Conduct by a Complainant Model Policy (July 2022), the policy outlines strategies for identifying and responding to UCC while maintaining transparency and fairness in complaints handling.

* Red typeface in the document indicates proposed changes to the existing policy

Defining Unreasonable Customer Conduct:

UCC includes persistent, demanding, uncooperative, illogical, and aggressive behaviours that pose health, safety, or resource challenges. Examples range from incessant demands to verbal abuse or threats.

Objectives:

  • Ensure that responses to UCC are fair, consistent, and transparent, maintaining accountability and professionalism.
  • Balance the need to manage UCC with the council's commitment to providing accessible services to all customers.

Who's Affected:

  • Customers and Complainants - individuals engaging with Council's services must adhere to acceptable behaviour standards outlined in the policy to ensure fair access and effective service delivery.
  • Council Staff - all staff members are required to familiarise themselves with the policy and are encouraged to apply its strategies when encountering UCC.

Responding to and Managing UCC:

The policy allows for tailored restrictions on a complainant's access to services, ranging from limiting contact to completely terminating service in extreme cases involving threats or violence. It emphasises discretion and cultural sensitivity.

How to have your say

You can provide your feedback on the proposed draft Policy by:

The exhibition period closes on Wednesday 24 April 2024.

This draft policy* has been developed to assist staff members to better manage unreasonable customer conduct (UCC). Based on the NSW Ombudsman Unreasonable Conduct by a Complainant Model Policy (July 2022), the policy outlines strategies for identifying and responding to UCC while maintaining transparency and fairness in complaints handling.

* Red typeface in the document indicates proposed changes to the existing policy

Defining Unreasonable Customer Conduct:

UCC includes persistent, demanding, uncooperative, illogical, and aggressive behaviours that pose health, safety, or resource challenges. Examples range from incessant demands to verbal abuse or threats.

Objectives:

  • Ensure that responses to UCC are fair, consistent, and transparent, maintaining accountability and professionalism.
  • Balance the need to manage UCC with the council's commitment to providing accessible services to all customers.

Who's Affected:

  • Customers and Complainants - individuals engaging with Council's services must adhere to acceptable behaviour standards outlined in the policy to ensure fair access and effective service delivery.
  • Council Staff - all staff members are required to familiarise themselves with the policy and are encouraged to apply its strategies when encountering UCC.

Responding to and Managing UCC:

The policy allows for tailored restrictions on a complainant's access to services, ranging from limiting contact to completely terminating service in extreme cases involving threats or violence. It emphasises discretion and cultural sensitivity.

How to have your say

You can provide your feedback on the proposed draft Policy by:

The exhibition period closes on Wednesday 24 April 2024.