Councillor John Williams, portfolio holder for Stronger and Healthier Neighbourhoods, introduced a report along with a proposed Customer Case Management Policy for Unacceptable Customer Behaviours and Actions.
The report outlined how the council had adopted procedures for dealing with unreasonable complainant behaviour within its Corporate Complaints, Comments and Compliments Policy (3Cs Policy), but this policy did not address the small number of customers who made unreasonable demands on the council either in the way that they behaved towards staff and/or council property, or the resource that was required to deal with their demands.
The proposed new policy would enable the council to deal in a fair and consistent way with customers who displayed unacceptable customer behaviour and actions, through adhering to industry guidelines and best practice.
Resolved:
(1) That the Customer Case Management Policy be approved; and
(2) That the Customer Service Team be congratulated on their recent Customer Service Excellence Award.