Managing unreasonable complainant conduct

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

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.
Last updated: Monday, 3 June 2024 2:10:34 PM