Managing unreasonable complainant conduct

Unreasonable conduct by complainants can take up an inordinate amount of an agency’s time and resources. Based on strategies developed as part of a joint project by the nine Australasian Parliamentary Ombudsman offices, this one-day workshop provides staff with specific strategies and skills to effectively and confidently manage with unreasonable complainant conduct (UCC).

Who should attend

Staff who come into contact with, or respond to, complainants or customers that display unreasonable conduct. This workshop is also recommended for supervisors and senior management responsible for setting complaint handling policy.

Learning outcomes

By completing this workshop, participants will:

  • become familiar with the underlying principles for the management of UCC
  • develop a range of strategies for managing UCC
  • apply a range of effective verbal communication skills to help manage UCC.

In the workshop we examine:

  • your examples of UCC
  • managing expectations
  • strategies for managing UCC
  • key messages for complainants/clients/staff
  • ways to support staff in implementing UCC strategies
  • staff health and safety considerations.


This is a one-day workshop, running 9.30am-4.30pm.


$351.82 + GST (total cost $387)

This training is available on our calendar of training as well as in-house. Email or contact us for in-house training details, fees and to discuss your training needs.

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