Managing Customer Contact

We aim to deal fairly and consistently with all our customers, including those whose actions we consider unacceptable.  We believe all customers have the right to be heard, understood and respected and aim to provide a service that is accessible to all and will make every effort to accommodate the needs of our customers.

The behaviour and actions of customers using our service can sometimes make it difficult for us to deal with their issue or complaint.  The Council has a zero tolerance approach to abusive and aggressive behaviour and does not expect its officers or members to tolerate such behaviour.

The policies for Handing Unreasonable & Unreasonably Persistent Complainants and the Violence and Aggression at Work have been developed to address a very limited number of cases where actions become unacceptable as they involve abuse of our staff, stop us doing our work or providing a service to other customers.

The policies explain what behaviour we consider unacceptable and how we may restrict or change access to those displaying unacceptable behaviour to protect our staff and the services we provide to our customers.

Policy for Handing Unreasonable or Unreasonably Persistent Complainants
Violence & Aggression at Work Policy