Part 3: Communication and unreasonable conduct

This section of the manual is aimed at providing you with some guidance to help to manage interactions with complainants. Although the focus is on managing unreasonable conduct by complainants, much of the guidance is also relevant to day-to-day complaint handling interactions, as well as customer service more generally. This includes advice on effectively managing expectations, recognising barriers to communication and treating people with respect and dignity.

There is also some initial guidance to help you recognise the possible impact of certain cultural communication styles, as well as particular disabilities and mental illnesses.

With the continuing use of social media as a means of communication, there is also some guidance for agencies and staff on how to respond to online UCC.