Dealing with difficult complaints and applicants

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• for unreasonable arguments - strategies about declining or discontinuing involvement • for unreasonable behaviours – strategies designed around a risk management protocol 22
The aims of the National Project The aims of the National Project on Unreasonable Complainant Conduct are to: • minimise adverse impacts on: – resource management – the relevant processes of the agency – agency staff • minimise harm to people displaying unreasonable conduct • ensure equity across all matters • achieve consistency of practice across Ombudsman Offices. 23
Page 1 and 2: DEALING WITH ‘DIFFICULT’ COMPLA
Page 3 and 4: • Fact number three: most people
Page 5 and 6: The down side of difficult complain
Page 7 and 8: X Y Z A B C X Y X Y Z = Event / Is
Page 9 and 10: X Or X X = Event / Issue =
Page 11 and 12: Shifts of focus from the issue to t
Page 13 and 14: • a description of conduct which
Page 15 and 16: What does that require? That change
Page 17 and 18: The downside of labelling Labelling
Page 19 and 20: Why the change in focus? This chang
Page 21: Strategies to address different typ
Page 25: ‘Ground rules’ or ‘rules of e

Dealing with difficult complaints and applicants

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