Issue - meetings

RESOLVED that the Policy and Procedure on the Management of Unreasonable Complaints or Customers and implementation, be approved.

Executive considered a detailed report, presented by the Portfolio Holder for Customer Services, which sought Members approval to implement a policy and procedure for the management of unreasonable complaints or customers.

The Council aimed to deal with complaints and customers in a way which was fair and impartial.  On occasion, however, customers may behave unreasonably or make unreasonable complaints.  The Council did not expect its staff to suffer behaviour or complaints by customers which were unreasonable in content, tone or persistence.  In appropriate circumstances the Council would take proportionate action to protect the wellbeing of its staff, Members and contractors, and also the integrity of its processes and limited resources.

When considering this policy and procedure, the Council would have regard to other relevant policies and procedures operated by the Council.  It was to be emphasised that the document was a framework and not intended to be prescriptive and each case would be considered on its own facts.  The policy and procedure had been drafted with regard to the Local Government and Social Care Ombudsman’s and Housing Ombudsman current guidance note on managing unreasonable complainant behaviour.

Members welcomed the policy and procedure.

Moved by Councillor Mary Dooley and seconded by Councillor Tom Munro

RESOLVED that the Policy and Procedure on the Management of Unreasonable Complaints or Customers be approved.

Reasons for Recommendation

To note the development of the Policy and Procedure on the Management of

Unreasonable Complaints or Customers.

To provide Members the opportunity to give comments for consideration as part of the development of the Policy.

Alternative Options and Reasons for Rejection

None.

The Customer Standards and Complaints Officer left the meeting.