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.