Managing unreasonable complainant conduct

We have a suite of resources to help you manage unreasonable complainant conduct:

• Quick guide (PDF 72.3KB) - a prompt for officers to print and keep at their workstation
• Resource (PDF 792.7KB) - a valuable reference with strategies and script ideas
• Training - interactive, practical training, with group exercises and case studies.
  
   

What is unreasonable complainant conduct?

People have a right to complain about perceived failings or issues that affect them. However, officers and members of the public also have a right to dignity, physical and emotional safety, and respect. Unreasonable complainant conduct (UCC) is any conduct by a complainant which raises substantial health, safety, resource or equity issues for the agency, its staff and other clients. It is important to effectively identify and manage UCC to:

• protect the health and safety of officers, complainants and others
• ensure fairness in the complaints process
• improve efficiency and commitment to appropriate resource allocation in the complaints process.