Customer case management policy for unacceptable customer behaviours and actions

What is the scope of the policy?

This policy can be applied to any customer of the council across all services and departments and in conjunction with other relevant council policies. The policy applies to unacceptable behaviour by members of the public, including service users, but not by or between staff as this is covered by employees' conditions of service and internal arrangements through Human Resources policies.

If any member of the council (councillor) experiences unacceptable customer behaviour directed towards them they should refer to the case management policy for councillors page for guidance.