Management of unreasonable customer behaviour

We are committed to providing excellent customer service. In a minority of cases people unfortunately pursue their complaints or requests for information in an unreasonable way.

Sometimes this can have a negative impact on the handling of their complaint or request and also on our resources and our ability to provide services to our other customers. The management of unreasonable customer behaviour policy has been put together to deal with this, as well as to:

  • define unreasonable customer behaviour
  • define vexatious requests
  • make considerations before the council take action
  • give options for action so everyone knows what they can expect
  • explain how we review and record incidents from customers who behave in an unreasonable way.

Management of unreasonable customer behaviour policy