Better practice guide to managing unreasonable complainant conduct
This manual has been prepared to assist staff in government agencies when dealing with the small proportion of complainants whose conduct is especially challenging. It has grown out of the Unreasonable Complainant Conduct Project, a joint project of the Commonwealth and State Ombudsmen.
The manual has been developed to provide management strategies for dealing with unreasonable complainant conduct. It aims to provide strategies for staff to better manage their response to complainants who exhibit unreasonable conduct, while maintaining a high level of service for the community.
Better practice guide to managing unreasonable complainant conduct