Decision details

Unreasonable Behaviour Policy & Corporate Complaints Policy

Decision Maker: Cabinet Member - Finance and Green (Deputy Leader - Councillor Abdul Jabbar)

Decision status: Recommendations Approved

Is Key decision?: Yes

Is subject to call in?: Yes

Purpose:

To request approval from the Cabinet Member for Finance and Green for the adoption of a new policy to support officers and members to manage unreasonable behaviour from customers. The report also seeks approval for the updating of the current Corporate Complaints Policy.

Decision:

RESOLVED - That:
That the Unreasonable Behaviour Policy and updated Corporate Complaints Policy is approved.
The approval of these policies will support officers and members to understand clearly what is expected of them, what options for action are available when customer and complainant behaviour is unreasonable, and who can authorise these actions

Reasons for the decision:

Option 1 To approve the Unreasonable Behaviour Policy and updated Corporate Complaints Policy
Option 2 The Unreasonable Behaviour Policy and updated Corporate Complaints Policy is not approved. This would mean that the current Corporate Complaints policy and Single Point of Contact (SPOC) procedure would remain in place.

Alternative options considered:

Option 2 The Unreasonable Behaviour Policy and updated Corporate Complaints Policy is not approved. This would mean that the current Corporate Complaints policy and Single Point of Contact (SPOC) procedure would remain in place.

Publication date: 26/03/2021

Date of decision: 11/02/2021

Effective from: 07/04/2021

Accompanying Documents: