Examples of the unreasonable conduct and how to manage it include. The strategies provided in the nsw ombudsman, managing unreasonable complainant conduct practice manual 2nd edition practice manual including the strategies to change or restrict a complainant s access to our services. Oct 01, 2020 this manual is designed to help organisations and their staff take a systematic and consistent approach to managing their interactions with complainants. Accordingly, since the publication of the first edition of the ombudsman managing unreasonable complainant conduct practice manual in 2009 a number of public organisations have taken steps to develop policies and. Managing unreasonable complainant conduct practice manual pdf, 1. This manual is designed to help organisations and their staff take a systematic and consistent approach to managing their interactions with complainants. The commonwealth ombudsmans better practice guide to managing unreasonable complainant conduct 2009 the victorian ombudsmans managing unreasonable complainant conduct practice manual 2012. Managing unreasonable conduct by a complainant nsw ombudsman. The commonwealth ombudsman published the better practice guide to managing unreasonable complainant conduct in june 2009.
Guidance for customer strategies are provided in the managing unreasonable complainant conduct practice manual new zealand ombudsman october 2012. Complainant conduct practice manual 2nd edition, nsw ombudsman 2012. Good practice guide handling complaints date posted. Alternative dispute resolution strategies to deal with conflicts involving complainants and members of our. Managing unreasonable complainant conduct practice manual october 2012, prepared by the office of the ombudsman. Unreasonable complainant conduct parliament of victoria. Managing unreasonable complainant conduct practice manual 9 chapter 1. This may take the form of unreasonable persistence, unreasonable demands, lack of cooperation, argumentative or threatening behaviour. Unreasonable complainant conduct manual 2012 nsw ombudsman ucc can be a disproportionate drain on resources and it can burn out staff. These strategies are designed to minimise the often disproportionate and unreasonable impacts of ucc on organisations, their staff, services, time and resources and also optimise the quality and level of service delivered.
Handling complaints is part of core business for public organisations. Legislation and supporting documents nsw ombudsman managing unreasonable complainant conduct practice manual. Agencies also deal with many complainants who have come to the end of their tether. Ombudsmans managing unreasonable complainant conduct practice manual 2nd edition.
Identifying and managing unreasonable complainant conduct. Related documents local government act 2009 local government regulation 2012. Managing unreasonable complainant conduct i central darling shire council title of policy managing unreasonable complainant conduct this applies to all staff author michael boyd date approved. Au managing unreasonable complainant conduct policy. Managing unreasonable complainant conduct practice manual 2012 managing unreasonable conduct by a complainant. Unreasonable complainant conduct adelaide hills council. A tear out summary of these elements is at appendix 7. Managing unreasonable complainant conduct, 2nd edition new. Review of the government information public access act 2009. Managing unreasonable complainant conduct policy and procedure. Unreasonable complainant conduct practice manual 2nd edition, prepared by the queensland ombudsmans office.
Managing unreasonable complainant conduct queensland ombudsman. Council will utilise the nsw ombudsmans managing unreasonable complainant conduct practice manual to assist in the identification of unreasonable conduct and to identify strategies to address that conduct. Managing unreasonable complainant customer conduct guideline a3169271 customer experience administrative directivea196669 complaints management process policy a3155274 ombudsmans managing unreasonable complainant conduct practice manual 2ndedition document control. Better practice guide to managing unreasonable com. Managing unreasonable complainant conduct commonwealth. The approach and the strategies suggested in this practice manual are based on the clear understanding that. It is expected that the policy will only be applied in exceptional circumstances, where other avenues of resolution have been exhausted. Managing unreasonable complainant conduct, 2nd edition new south wales. The university adopts strategies for dealing with unreasonable complainant conduct in accordance with the queensland ombudsmans managing unreasonable complainant conduct practice manual. Victorian ombudsman, managing unreasonable complainant conduct practice manual, 2nd edition, may 2012 superseded by dealing with challenging behaviour, 2018. This policy has been modelled from the managing unreasonable complainant conduct practice manual 2nd edition australasian parliamentary ombudsman and. Managing unreasonable complainant conduct ombudsman new. People have a right to complain about perceived failings or issues that affect them. Managing unreasonable complainant conduct practice manual 1.
Figure 1, sourced from the nsw ombudsmans practice manual on managing unreasonable complainant conduct,70 summarises the negative impacts of such. Unreasonable conduct by complainants has the potential to place significant demands on resources and. To reduce the risk of unreasonable conduct occurring and to manage it appropriately when it does, you must have a robust, best practice complaint process in place. However, officers and members of the public also have a right to dignity, physical and emotional safety, and respect. However, any strategies that effectively change or restrict a complainant s access to council services must be considered by the general manager in. Managing unreasonable complainant conduct training is a halfday course designed to help officers manage unreasonable conduct they may encounter when delivering services to the public. Grievances under councils grievance policy and procedure. Managing unreasonable complainant conduct practice manual, 2nd ed. Managing unreasonable complainant conduct practice manual, 2012, 2nd edition nsw ombudsman 5. Managing unreasonable complainant conduct policy and. Complaint handling including unreasonable complainant. The second edition of the victorian ombudsmans own guide, managing unreasonable complainant conduct practice manual, was published in may 2012. Complaints management resources office of the ombudsman nt.
Managing unreasonable complainant conduct ombudsman new zealand. It provides a series of suggestions and strategies to assist all staff members not just frontline staff to deal with unreasonable complainant conduct. It should be noted that this policy focuses on complainant conduct deemed unreasonable. This edition of the practice manual builds on our 2009 publication and the suggested strategies in that manual. Interim practice manual australian parliamentary ombudsman. Joint ombudsman project unreasonable complainant conduct. These guidelines should have regard to, and be consistent with the nsw ombudsmans practice manual on unreasonable complainant conduct. Managing unreasonable complainant conduct ombudsman. This interim practice manual has been prepared to assist staff of public sector. This manual provides an extensive range of strategies for dealing with ucc, including in circumstances where it is not possible to.
Managing unreasonable complainant conduct, 2nd edition. Victorian public sector commission, public sector values. Victorian ombudsman good practice guide to handling complaints. I am pleased to present the second edition of the managing unreasonable complainant conduct practice manual. Managing unreasonable complainant conduct practice manual nsw ombudsman 2009 practice note no. Government information public access act 2009 public interest disclosure act 1994 managing unreasonable complainant conduct practice manual, 2nd edition, published by the nsw ombudsman. Unreasonable complainant conduct ucc is grouped into five categories of conduct. Student complaint management procedure university of. Managing unreasonable complainant conduct queensland. Managing unreasonable complainant conduct practice manual, 2009. Unreasonable complainant conduct ucc any behaviour by a current or former complainant which. Unreasonable complainant conduct is conduct as described in managing unreasonable complainant conduct practice manual published by the queensland ombudsman and includes behaviour by vexatious and unusually persistent complainants. Guide to managing unreasonable complainant conduct in june 2009.
Nsw ombudsman managing unreasonable complainant conduct practice manual complaint management procedure nsw ombudsman complaint handling model policy strategic policy st010 code of conduct for councillors strategic policy st110 code of conduct for staff strategic policy st021 customer service obligation. Key features of the approach the approach for dealing with unreasonable complainant conduct advocated in this manual has 20 key elements. Definitions unreasonable complainant conduct is any behaviour by a current or former customer which, because of its nature or frequency raises health, safety, resource or equity issues for the council, employees, other service users and customers or the. The manual sets out strategies to help staff respond confidently, firmly and fairly to unreasonable conduct. Complainant conduct practice manual 2nd edition 2012. This guide aims to help organisations receive, handle, and resolve complaints. Reducing, identifying and managing vexatious complaints ahpra.
The requirements for when an agency is required to consult with a person. Introduction and purpose of this policy this policy establishes guidelines and procedures for how the kangaroo island council council will handle general complaints and, ultimately, ensure the continuous improvement of services. Managing unreasonable complainant conduct what is unreasonable complainant conduct. Presentation by simon cohen, public transport ombudsman to. This manual updates the first practice manual published in 2009. Citation titlemanaging unreasonable complainant conduct. Oct 01, 2012 this manual is designed to help agencies and their staff take a systematic and consistent approach to managing their interactions with complainants.
It provides a series of suggestions and strategies to assist all staff members not just frontline officers to deal with complainants, in particular those who behave unreasonably. Dec 07, 2015 ii managing unreasonable complainant conduct practice manual 1st edition june 2009 managing unreasonable complainant conduct a manual download better practice guide to managing unreasonable com document. Better practice guide to managing unreasonable complainant conduct. Complaint handling including unreasonable complainant conduct. A lot of the material on our website focuses on complaints, for example. Unreasonable complainant conduct all complaints received by council will be treated seriously and complainants will be treated courteously. The city of newcastle complaints handling policy 2010 the city of newcastle complaints handling process 2010 managing unreasonable complainant conduct practice manual nsw ombudsman 2009 practice note no. Unreasonable complainant conduct policy auckland council. The strategies will be applied flexibly to suit the circumstances of the complainant and the complaint being dealt with. Unreasonable complainant conduct ucc is any behaviour by a. Scope this policy covers ucc across the full range of services requested by customers and provided by council and via all communication channels, including but not limited to, face to face. Practice manual on managing unreasonable complainant conduct a joint. Legislation, australian standards, code of practice local government act 1993. Fair the department deals with complaints impartially, confidentially and with.
Accordingly, since the publication of the first edition of the ombudsman managing unreasonable complainant. Managing unreasonable complainantcustomer conduct policy. Managing unreasonable customer conduct unreasonable customer conduct ucc can be defined under five categories as any behaviour by a current or former customer which, because of its nature or frequency. D516 complaints handling policy north sydney council. Ombudsman, better practice guide to complaint handling, april 2009. Managing unreasonable complainant conduct practice manual. The ommonwealth ombudsman s etter practice guide to managing unreasonable omplainant onduct 2009 the victorian ombudsman s managing unreasonable omplainant onduct practice manual 2012. Accordingly, since the publication of the first edition of the ombudsman managing unreasonable complainant conduct practice manual in 2009 a number of public organisations have taken steps to develop policies and procedures to assist and support their staff in. Managing unreasonable complainant conduct, 2nd edition, 2012 new south wales ombudsman a key focus of the managing unreasonable complainant conduct ucc project has been to develop strategies for dealing with ucc an issue many agencies from the. However, occasionally the conduct of a complainant can be unreasonable.
I recommend it to you as a tool with practical benefits for. Accordingly, since the publication of the first edition of the ombudsman managing unreasonable complainant conduct practice manual in 2009 a number of public organisations have taken steps to develop policies and procedures to assist and support their staff in this regard. The second edition of the victorian ombudsmans own guide, managing unreasonable complainant conduct practice manual. Managing unreasonable conduct by a complainant nsw. Unreasonable complainant conduct policy mareeba shire council. This manual is an australian parliamentary ombudsman project providing a series of suggestions and strategies to assist all staff members not. Practice manual for further information on definitions, policies and practice, reference should be made to.
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