Customer case management policy for unacceptable customer behaviours and actions

The council welcomes the opportunity to hear from customers, and endeavours to put customers at the heart of service delivery. In addition to regular consultation exercises with customers, the council has in place a corporate comments, compliments and complaints policy that ensures consistency in dealing with feedback from customers across all areas of the council.

This policy provides guidance to staff and sets out the process for handling unacceptable customer behaviour throughout the council.