Comments, compliments and complaints policy

Customer case management policy for unacceptable customer behaviours and actions

The council does not normally limit the contact that customers have with us. However, there may be occasions where a customer makes constant requests for complex information without apparent good reason or acts in a manner to cause annoyance without the intention of resolving their query, or where service to other customers is impacted as a result of their behaviour.

The common view of unacceptable behaviour is when a customer is abusive either verbally or physically. However, there are other behaviours which unreasonably impact on the business of the council and affects service delivery to other customers. For example, where a customer makes constant requests for complex information without apparent good reason or where they are acting in a manner to cause annoyance without the intention of resolving their query. It is in instances like these that the customer case management policy may be invoked to help guide staff in ensuring consistency and fairness in dealing with these matters.

Please refer to the customer case management policy for unacceptable customer behaviour and actions page for more information.