Draft Assisted Communications Policy

From time to time, Council receives a customer complaint. We are committed to being accessible and responsive to all complainants, aiming to work through the issue towards a fair resolution. However, when complainants behave unreasonably, their conduct can significantly affect the successful conduct of our work.

Our success in addressing complaints depends on:

• Our ability to work effectively and efficiently
• The health, safety, and security of our staff
• Our ability to allocate resources equitably across all complaints we handle.

Finding a Balance

The Assisted Communications Policy was developed to help staff members in managing unreasonable conduct of complainants.

It also outlines a pathway for customers who behave unreasonably to be provided with a tailored experience for a specified period to help them in returning to reasonable, day-to-day interactions with Council; reducing risks to themselves and staff.

The Policy aims to help staff:

• Act fairly, consistently, honestly, and appropriately when responding to unreasonable conduct
• Feel confident and supported in acting to manage unreasonable conduct by a complainant
• Understand their roles and responsibilities in relation to the management of unreasonable conduct, and how this policy will be used
• Understand the criteria we will consider before we decide to change or restrict a complainant’s access to our services
• Be aware of the processes that will be followed to record and report unreasonable conduct incidents, and the procedures for consulting and notifying complainants about any proposed action or decision to change or restrict their access to our services
• Understand the procedures for reviewing decisions made under this policy, including specific timeframes for review.
• Understand the types of circumstances when it may be appropriate to manage unreasonable conduct in one or more of the following ways:

• The strategies provided in the ‘Managing unreasonable conduct by a complainant manual’ (3rd edition) including changing or restricting a complainant’s access to our services
• Alternative dispute resolution strategies to deal with conflicts involving complainants and members of our organisation
• Legal instruments such as trespass laws or other legislation to prevent a complainant from coming onto our premises, and orders to protect specific staff members from any actual or apprehended personal violence, intimidation, or stalking.

View Documents

• Online under the 'Document for Feedback' tab.
• Council’s Customer Service Centre at 62-64 Menangle Street, Picton
• Wollondilly Library in Picton at 42 Menangle Street
• Dilly Wanderer outreach service

Provide Feedback

• Online via the feedback form below
• By email to council@wollondilly.nsw.gov.au quoting reference CM 861#785
• By post addressed to the Chief Executive Officer, Wollondilly Shire Council, PO Box 21, Picton NSW 2571
• In person hand delivered to Council’s offices at 62-64 Menangle Street, Picton.

Submissions Close

Share your feedback until 5:00pm on Wednesday 1 May 2024.

More Information

Further enquiries can be made to Eric Imbs, Manager Governance, Integrity and Ethics on 4677 1100.

Privacy

Council may be required to release your written comments or submissions to an applicant under the Government Information (Public Access) Act, 2009 or Local Government Act 1993.