Unreasonable Complainant Conduct

This policy has been developed to assist all staff members to better manage unreasonable complainant conduct (‘UCC’). Its aim is to ensure that all staff:

  • Feel confident and supported in taking action to manage 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 used.
  • Understand the types of circumstances when it may be appropriate to manage UCC
  • 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.

Downloads:

Unreasonable Complainant Conduct