Managing Unreasonable Complainant Conduct Manual 2012
|ISBN||978 1 921884 54 2|
|Publication Date||7 May 2012|
This manual updates the first practice manual published in 2009. It provides an extensive range of strategies for dealing with UCC, including in circumstances where it is not possible to terminate services to a complainant. Although it has been developed with public sector organisations in mind, it is equally applicable to customer or private sector situations.
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