Unreasonable Customer Behaviour Policy

We aim to deal with any correspondence or complaints in a way which is open, fair and transparent and we will always ensure that complaints, or requests for information are dealt with impartially. The Unreasonable Customer Behaviour Policy has been developed so that people who are communicating with the Council and the staff who handle these interactions understand what to do if people start to behave unreasonably.

We do not normally limit the contact people have with us. Whether they are complaining, making a request for service, a Freedom of Information request or seeking help and guidance, we are committed to dealing with all requests fairly and impartially and to providing a high quality of service. We are keen to resolve any dispute and/or complaint as early as possible.

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Occasionally, the behaviour of some customers can make it very difficult for us to deal with their concerns. In a small number of cases the actions of some customers becomes unacceptable because they involve abuse or violence and aggression to staff or other people. When this happens we a duty have to take appropriate steps to limit the customers contact with the Council.  On other occasions we have to consider whether a customer’s actions are having an impact on our ability to do our work and to provide a service to others. Such actions can occur either while the complaint is being investigated, or once we have completed the investigation.

We understand that people sometimes feel frustrated about matters but we will not tolerate behaviour which we deem to be unacceptable, threatening, abusive or unreasonably persistent towards staff or elected members or imposes such a burden on the council that it is an unreasonable drain on our resources.

Cornwall Council will not accept or tolerate any violence or aggression towards its employees and any such act/behaviour will result in appropriate action or sanctions.

Guidance: For certain people that use our services, individual risk assessments will be undertaken, where necessary.