Policies
Does this policy stop me from making a complaint to Council?
No. All residents still have the right to raise issues and make complaints. This policy only applies in cases where behaviour goes beyond reasonable complaint-making. Complainants can still refer issues to the Ombudsman if they are unhappy with their treatment.
What counts as unreasonable conduct?
Examples include, but aren’t limited to, the following:
- Making the same complaint repeatedly (in such a way that it could be considered harassment) despite it being addressed. Addressing the complaint does not necessarily mean the desired outcome has been achieved from the complainant's perspective but that the Council has determined a solution.
- Aggressive or abusive language towards staff.
- Excessive demands (that could be considered harassment) that take time away from serving others.
- Refusal to cooperate with agreed processes.
Why is this policy needed now?
Council has seen an increase in requests and complaints, particularly during the election period. While most are managed well, a small number of unreasonable interactions place significant pressure on staff. This policy ensures staff wellbeing and safe workplaces.
Will this silence criticism of Council?
No. Legitimate complaints and criticism are always welcome. The policy only applies to behaviour that crosses into unreasonable conduct. Complainants can still refer issues to the Ombudsman if they are unhappy with their treatment.
Is there precedent for this type of policy elsewhere?
Yes. This approach follows Ombudsman better-practice guidelines and is already used by many other councils in New Zealand and Australia.
