Unreasonable Customer Conduct - Resources for Councils

Unreasonable conduct can occur between members of the public and councils (including council staff and elected members/councillors), and when it does occur, it can present real risks for councils in their responsibility to maintain a safe workplace.

The Office of Local Government has, with the assistance of councils and the Local Government Association of Tasmania (LGAT), developed some resources to assist councils in the management of unreasonable conduct of customers across local government.

It is important to note that as these documents are provided as a guide only.  Councils will need to decide where and how they utilise them in the context of their existing organisational systems and protocols.

The Office of Local Government is aware of the need for unreasonable conduct of elected members to also be addressed. Work is ongoing in this space, and clear practical advice and associated guidance materials are being developed to detail how unreasonable conduct of elected members can and should be managed.

Model Policy for Managing Unreasonable Conduct by Customers

The Model Policy provides a clear, standardised, and consistent approach that councils can use to inform and support their policy development processes. The Model Policy is based on the NSW Ombudsman’s unreasonable conduct practice manual, which has been adopted by the Tasmanian Ombudsman and is provided as a resource for public authorities on the Ombudsman’s website – see here. The Model Policy can be accessed here.

Guidelines for disruptive behaviour by the public at council meetings

The Guidelines provide practical actions General Managers can take to limit and address disruptive behaviour including the removal of disruptive individuals. The Guidelines also detail circumstances where Police can be legitimately called to assist. The Guidelines can be  accessed here.