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Unreasonable Complainant Conduct: Interim Practice Manual

This manual has been prepared to assist staff in government agencies when dealing with the small proportion of complainants whose conduct is especially challenging. It has grown out of the Unreasonable Complainant Conduct Project, a joint project of the Commonwealth and State Ombudsmen.

It is an 'interim' manual pending conclusion of the project in mid 2008 when the document will be revised to capture the knowledge and experience gained during the course of the project. The manual has been developed to provide management strategies for dealing with unreasonable complainant conduct. It aims to provide strategies for staff to better manage their response to complainants who exhibit unreasonable conduct, while maintaining a high level of service for the community.

Unreasonable Complainant Conduct: Interim Practice Manual [pdf]

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