Since 2006, the Offices of the Commonwealth and State Ombudsmen have been participating in a joint project called the Unreasonable Complainant Conduct Project. A key focus of the project has been to develop strategies for dealing with unreasonable complainant conduct, an issue many public sector agencies regularly face.

The strategies developed as a result of the project were trialled by Ombudsman offices around the country.  The ideas in the Manual can assist officers to better manage unreasonable complainant behaviour and provide a more effective complaints service for the community.

The project completed in June 2009 and now features a Practice Manual and a Project Report.

Managing Unreasonable Complainant Conduct Practice Manual 2009 (PDF 765kb)

Unreasonable Complainant Conduct Project Report - June 2009 (PDF 290kb)