Principles

The approach set out in this guide is based on the clear understanding that:

• All complainants are treated with fairness and respect.
• In the absence of very good reasons to the contrary, all complainants have a right to access public services.
• All complaints are considered on their merits.
• Unreasonable actions from complainants do not preclude there being a valid issue. Someone may have a legitimate complaint, but express it unreasonably.
• The substance of a complaint (what is alleged to have gone wrong, and its impact) should dictate the level of resources dedicated to it, not a complainant’s demands or actions.
• Anger is an understandable and, to some degree, an acceptable emotion among frustrated complainants as long as it is not expressed through aggression, violence or the use of offensive or discriminatory language.
• Staff safety and well-being are paramount when dealing with unreasonable complainant conduct.
• The decision to change or restrict a complainant’s access to services as a result of their actions will only be made at a service management level and in accordance with clearly defined policies and procedures. It must also be subject to review.
• Service managers will ensure relevant systems, policies and procedures are in place to manage complaints including making information available to staff on how to respond to unreasonable actions.
• Any decision to restrict actions to services should be proportionate in relation to the impact the unreasonable actions have on the organisation’s ability to deliver an efficient service. Any restriction should still allow fair access to mandatory services.

These are adapted from the New Zealand Ombudsman’s guide to managing unreasonable actions.