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Letting go is hard to do:
Managing difficult complainant behaviour
Louise Rosemann Assistant Ombudsman Office of the Queensland Ombudsman
8 November 2012
Conference of Regulatory Officers 2012
Unreasonable complainant conduct UCC is behaviour by a current or - - PowerPoint PPT Presentation
Unreasonable complainant conduct UCC is behaviour by a current or - - PowerPoint PPT Presentation
Letting go is hard to do: Managing difficult complainant behaviour Conference of Regulatory Officers 2012 Louise Rosemann Assistant Ombudsman Office of the Queensland Ombudsman 8 November 2012 Unreasonable complainant conduct UCC is
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Why do complainants behave unreasonably?
- Attitudes – they are dissatisfied with a person, agency,
system or process
- Emotions/psychologies – they are highly angry, frustrated
- r disappointed, have an inflated sense of entitlement or
cannot accept personal responsibility
- Aspirations – they seek ‘justice’, ‘a moral outcome’, are
pursuing a matter of ‘principle’ or seek vindication
- Recreational interests – a pleasurable hobby
- Needs – their expectations, physical or emotional needs
have not been met
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Objectives of the framework
- Ensure equity and fairness – resources are allocated
based on the merit of the complaint rather than the demands or behaviour of the complainant
- Improve efficiency – allocating sufficient time and
resources to manage UCC avoids the drain on resources from unmanaged UCC
- Promote health and safety – identifying potential risks to
staff health and safety and implementing measures to eliminate or control those risks
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Prevention principles
- Manage complainant expectations – let complainants
know what you can and cannot do at the outset
- Insist on respect and co-operation – the complainant has
rights but also responsibilities
- Implement policies and procedures – which demonstrate
- rganisational commitment to effective management of
UCC, and ensure staff understand and receive training in them
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Management principles
- Separate content from process – the agency is
responsible for the complaint while the complainant ‘owns’ the issue
- Separate the person from their behaviour – focus on
- bservable behaviour rather than labelling the person as
‘difficult’
- Respond appropriately and consistently – using the
framework and suggested strategies
- Communicate effectively – clear, regular, timely and firm
communication avoids misunderstandings
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Framework of strategies
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Prevention principles
- Manage complainant expectations – let complainants know
what you can and cannot do at the outset
- Insist on respect and co-operation – the complainant has
rights but also responsibilities
- Implement policies and procedures – which demonstrate
- rganisational commitment to effective management of
UCC, and ensure staff understand and receive training in them
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Managing expectations
- Provide information to potential
complainants about the role and jurisdiction of your agency
- Provide specific and consistent
information to complainants at each stage of your consideration of their case
- Explain your complaint handling
process, timeframes, what can and cannot be achieved
- Check for understanding
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It’s OK to complain
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Managing UCC
- 1. Have policy and procedures to support effective
management of UCC
- 2. Undertake training in managing UCC
- 3. Manage complainant’s expectations before, during and
after they make a complaint
- 4. Use the framework to respond consistently
- 5. Communicate effectively
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