This guide makes suggestions for complaint handlers when they are dealing with complex behaviour by complainants. It includes tips for dealing with common situations, and examples based on actual cases. This guide will help complaint handlers in Victorian state and local government deal with complex behaviour by complainants.
People who handle complaints in government often say the hardest part of their job is handling the behaviour of some people who complain. You may be speaking with people who are vulnerable and distressed. You may come across people who will not listen to your advice.
Occasionally β hopefully not often β you may meet people who abuse or threaten you. Although this kind of behaviour is hard to deal with, there can be a legitimate grievance at the heart of these complaints.
So how do you prevent this behaviour getting in the way of you doing your job β dealing with the complaint β and providing a good service? And how do you look after yourself or your staff, and make sure you use your time and resources wisely? This guide provides practical, common sense advice about how to deal with complex behaviour. It includes tips for dealing with common situations and examples of what does and does not work, based on actual cases. It recommends your organisation follow the four stages shown below.
These stages recognise complaint handlers encounter a spectrum of behaviour, from slightly confronting to clearly unreasonable, and our responses need to be graduated too.
