Unreasonable conduct policy

This policy outlines how Council identifies and manages unreasonable conduct from customers to ensure a safe, respectful, and accessible environment for everyone.

It provides guidance on what may be considered unreasonable behaviour, how staff should respond, and the processes in place to ensure fair and consistent decision-making. The policy supports staff by promoting their health, safety, and wellbeing when dealing with difficult situations.

The policy applies to all customers interacting with Council, as well as staff, contractors, and advisory group members. It does not apply to children under 14 or elected members, who are covered by separate provisions.

Council is committed to being responsive and accessible, but will not tolerate behaviour that is harmful, abusive, or threatening. Any such conduct will be addressed in line with established procedures and legal obligations.