In the course of dealing with complaints HSE staff may have contact with a small number of Service Users who absorb a disproportionate amount of HSE resources. While some Service Users may experience anger, frustration or concern during the complaints process, others may behave in a way that is classed as ‘unreasonable’.
‘Unreasonable Complainant conduct is any behaviour by a current or former Complainant which, because of its nature or frequency raises substantial health, safety, resource or equity issues for our organisation, our staff, other Service Users and Complainants or the Complainant himself/herself.’ (Unreasonable Complainant Conduct Model Policy, Ombudsman New South Wales, 2013)
All complaints must be given equal consideration and be investigated; however staff are not expected to tolerate abusive or threatening behaviour.
