Policy aims

In this Policy, we aim to:

• Deal fairly, honestly, consistently and appropriately with all customers, including those whose actions we consider unacceptable. We believe that all customers have the right to be heard, understood and respected. We also consider that our staff have these same rights.
• Be accessible to all our customers. However, we retain the right, where we consider a customer's actions to be unacceptable, to restrict or change access to our service.
• Ensure that other customers and council staff do not suffer any disadvantage from someone who acts in an unacceptable manner.
• Address the distracting and disruptive consequences of persistent and vexatious complainers and the strain this can place on council resources
• Provide staff with a framework they can use to deal more effectively and consistently with these complaints