Managing Unreasonable Conduct by Complainants

The Managing Unreasonable Conduct by Complainants Policy was adopted by Council on 20 November 2024.

This policy was developed to assist all Council staff members to better manage unreasonable conduct by complainants (UCC). It aims to help staff:

• feel confident and supported in taking action to manage UCC

• act fairly, consistently, honestly, and appropriately when responding to UCC

• understand their roles and responsibilities in relation to the management of UCC, and how this policy will be used

Understand the types of circumstances when it may be appropriate to manage UCC using one or more of the following mechanisms:

• the strategies provided in the ‘Managing unreasonable conduct by a complainant manual’ (3rd edition) 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 or other 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

• understand the criteria we will consider before we decide to change or restrict a complainant’s access to our services

• be aware of the processes that will be followed to record and report UCC incidents, and the procedures for consulting and notifying complainants about any proposed action or decision to change or restrict their access to our services

• understand the procedures for reviewing decisions made under this policy, including specific time frames for review.