Managing Unreasonable Complainant Conduct

A complaint is a great opportunity for customer feedback.  Good customer service strategies actively welcome, respond to and learn from complaints.

Complainant conduct is unacceptable or unreasonable if it involves actions or behaviours, which because of the nature or frequency, raise substantial health, safety, wellbeing, resource or equity issues for the organisation, its staff, other service users or the complainant themselves.

Unacceptable behaviour, often referred to as "vexatious complainants" can take up a disproportionate amount of an organisation's time and resources.

This workshop provides staff with specific strategies and skills to manage such conduct and situations effectively and confidently.

The workshop takes a blended learning approach.

• A 3-hour fully interactive online Zoom session: join the Zoom session from any device, laptop, desktop, tablet or mobile phone
• Gain access to an online downloadable self-study materials to reinforce learning

Time zone

Our online events are scheduled in the time zone in which they are held or hosted, and may vary depending on your location. Use our add to calendar option to check if a time difference applies and to adjust to your location.