Council staff, volunteers, contractors and Councillors interact with a diverse range of customers each day.

At times customers exhibit complex behaviour which can be difficult to manage. This behaviour can range from slightly challenging to clearly unreasonable.

‘Complex behaviour’ is identified by the Victorian Ombudsman as any behaviour that officers find challenging. In the majority of cases, officers are equipped to deal with most types of behaviour using prevention and responding strategies.

Behaviour becomes ‘unreasonable’ when, because of its nature or frequency, it raises health, safety, resource or equity issues for employees, volunteers, contractors or Councillors and other people who use Council services.

The Dealing with Difficult Customers Policy aims to assist Council employees with the management of complainants who respond to Council in a manner which can be considered threatening, intimidating or extreme and which can have occupational health and safety risks for Council employees, volunteers, contractors or Councillors.

It intends to maintain a balance between the needs and rights of customers, the organisation and the public, while ensuring the safety and wellbeing of staff members, volunteers, contractors and Councillors.

The draft Policy is based on the Victorian Ombudsman's 'Good Practice Guide: Managing Complex Complainant Behaviour' to ensure it represents best practice in complex customer behaviour management