Unreasonable customer conduct when making a complaint

What is unreasonable conduct?

Unreasonable behaviour can be separated into 5 categories of conduct:

Unreasonable persistence
- an unwillingness or inability to accept reasonable and logical explanations including final decisions
- bombarding staff with phone calls, visits, letters, and emails after being asked not to do so.
Unreasonable demands
- issuing instructions or making demands to staff on how the complaint should be managed, its priority or the outcome that should be achieved
- demanding services that can't be provided, when this has already been explained. For example, revenge or punishment.
Unreasonable lack of cooperation
- sending a constant stream of disorganised information without clearly defining the issues
- providing little or no detail with a complaint
- arguing frequently and with intensity that a particular solution is the correct one.
Unreasonable arguments
- failing to follow a logical sequence
- not supported by any evidence or based on conspiracy theories
- false, malicious or inflammatory comments.
Unreasonable behaviours
- swearing, yelling or derogatory, racist, sexist or defamatory remarks
- harassment, intimidation, threats or violence
- rude, confronting and threatening correspondence
- emotional manipulation and stalking (online or in person).

Depending on the severity of the behaviour, unreasonable conduct can:

change or limit your access to staff, students, school or preschool sites and department offices
result in the issue of a warning or a prohibition on a school or preschool site
result in police involvement.