Draft Unreasonable Customer Conduct Policy

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Consultation has concluded

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Council aims to have a fair and reasonable complaint handling process, as set out in our Complaint Handling Policy and Complaint Handling Procedure. Our principles include that we facilitate complaints, respond to issues raised with objectivity and fairness, and manage the complaint process and parties involved appropriately.

Unfortunately, when a complaint is finalised, some customers may be dissatisfied and not accept decisions or outcomes that are unfavourable to them and continue to demand further action when they have exhausted all available review options. This may result in aggressive, abusive or threatening conduct, or repeated and unnecessary communications.

The Unreasonable Customer Conduct (UCC) Policy ensures consistency in the manner Council responds to unreasonable customer conduct and outlines the expectations of Council officials and customers in their interactions. The UCC Policy also aims to reduce ‘forum shopping’ and unreasonable diversion of Council resources.

The UCC Policy has been reviewed to ensure alignment with the NSW Ombudsman’s Managing UCCs Manual and the corresponding Managing Unreasonable Conduct By Complainants Model Policy (Model Policy). Click here to view the policy document.


How to make a submission

You can make a submission using the online form located below or clicking this link.

Should you intend to make a submission on the draft Plan in writing you may do so by 5:00pm on 22 May, 2023. Please quote “Unreasonable Customer Conduct Policy Review 2023". Submissions should be addressed to The General Manager and can be submitted via:

The consultation period for this project concluded on 22 May, 2023.

Council aims to have a fair and reasonable complaint handling process, as set out in our Complaint Handling Policy and Complaint Handling Procedure. Our principles include that we facilitate complaints, respond to issues raised with objectivity and fairness, and manage the complaint process and parties involved appropriately.

Unfortunately, when a complaint is finalised, some customers may be dissatisfied and not accept decisions or outcomes that are unfavourable to them and continue to demand further action when they have exhausted all available review options. This may result in aggressive, abusive or threatening conduct, or repeated and unnecessary communications.

The Unreasonable Customer Conduct (UCC) Policy ensures consistency in the manner Council responds to unreasonable customer conduct and outlines the expectations of Council officials and customers in their interactions. The UCC Policy also aims to reduce ‘forum shopping’ and unreasonable diversion of Council resources.

The UCC Policy has been reviewed to ensure alignment with the NSW Ombudsman’s Managing UCCs Manual and the corresponding Managing Unreasonable Conduct By Complainants Model Policy (Model Policy). Click here to view the policy document.


How to make a submission

You can make a submission using the online form located below or clicking this link.

Should you intend to make a submission on the draft Plan in writing you may do so by 5:00pm on 22 May, 2023. Please quote “Unreasonable Customer Conduct Policy Review 2023". Submissions should be addressed to The General Manager and can be submitted via:

The consultation period for this project concluded on 22 May, 2023.