Managing unreasonable conduct towards the City and its employees policy

Takeaways

• We are committed to being accessible and responsive to all customers who approach us for assistance with a service, request information or make a complaint.
• At the same time the success of our organisation depends on:
  • our ability to do our work and perform our functions in the most effective and efficient ways possible
  • the health, safety and security of our employees
  • our ability to allocate our resources fairly across all the requests we receive.
• When customers behave unreasonably in their dealings with us, their conduct can significantly affect our success. As a result, we will take proactive and decisive action to manage any customer conduct that negatively and unreasonably affects us and will support our employees to do the same.