Managing unreasonable complainant conduct - a model policy and procedure

Category Guidelines
Publication Date 12 May 2013


The model policy has been developed to clarify the Ombudsman policy recommendations in relation to the management of UCC. It attempts to provide a robust, standardised and consistent model policy and procedure that organisations can use to inform and support their policy development processes. We recommend that all organisations whether they are in the process of developing a UCC policy and procedure or already have an existing one(s) take time to review this document to ensure their policies and procedures are fair and consistent, and compliant with Ombudsman suggested approach.At the same time it should be noted that this document is only a guide. Each organisation will need to decide how best to implement the information contained in it to suit their own circumstances and existing organisational systems and protocols.

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