Get the facts – Managing unreasonable complainant conduct

Council would like to set the record straight regarding a story published online on couriermail.com.au at 11.55am on 21 April 2023 about communication restrictions placed on a resident.

Council does not ban residents from visiting or contacting the organisation but, in rare instances, does implement a tailored 12-month communication plan to manage unreasonable complainant conduct.

Reporting that a resident was barred from direct contact with Council, as published, is incorrect.

In this instance, the resident is able to attend Council premises and to communicate in writing via mail or email for legitimate Council business, but cannot include matters regarding an accessway on Teak Lane.

As part of the communication plan, the resident has also been requested not to phone Council or to send surveillance camera video files to Council.

Council has been responding to issues raised by the resident about Teak Lane for more than 15 years and has provided appropriate assistance.

This includes the provision of lighting, vegetation removal, graffiti removal, replacement of a clear window within sound barrier fencing, signage, security patrol locking of the gate at 10pm- 4am, and the establishment of a local bush care group.

Council has advised the resident on a number of occasions that there is no further action Council can take in relation to this matter, and any crime that occurs within this area should be reported to police.

In accordance with Redland City Council’s Managing Unreasonable Complainant/Customer Conduct Policy and Guideline, Council assesses and manages customer conduct that raises substantial health, safety, resource or equity issues for the organisation, Council employees, other service users, or the customer.

Council does not enact this policy easily, has a duty of care to its workforce and engages in many months of correspondence with customers before it is enacted.

The Policy and Guideline are based on the Queensland Ombudsman’s process for managing unreasonable complainant conduct.

Each case is individually managed and reviewed.

Customers can appeal a restriction by lodging an Administrative Action Complaint with Council. This form is available on Council’s website.