Unreasonable contact policy
The vast majority of people who contact us deal with us in a reasonable manner. Given the nature of the issues we deal with, people may be experiencing considerable stress and we do our utmost to understand and deal compassionately with this.
However, if someone does not act in a reasonable manner our staff are instructed to follow this policy. We cannot tolerate behaviour which is abusive, offensive, threatening or, due to the frequency of contact, accounts for a disproportionate use of time and resources that could be spent more effectively dealing with other issues or other members of the public.
Unreasonable conduct
Behaviour is classified as unreasonable if it comprises:
- Unreasonable persistence: Persisting with an issue which has already been considered and closed. It may be manifested in different ways; for example, insisting that the issue be looked at again, re-framing it so as to present it as a new issue, persevering with an argument that has earlier been addressed or making contact numerous times over a short period of time, through one or more channels.
- Unreasonable demands: Expecting an outcome or approach that is unrealistic or disproportionate. An example would be demanding we consider an issue which is outside of our remit.
- Unreasonable lack of co-operation: For example, not identifying the issue clearly, not providing details in writing when requested, sending large volumes of potentially unnecessary material and expecting an immediate response, altering the nature of the issue midway through the investigation process or dishonesty in relation to facts.
- Unreasonable arguments: For example, exaggerating issues, presenting irrelevant and/or unreasonable arguments, placing too much emphasis on trivialities, insisting that their version of events be accepted as fact where there is no objective evidence to support this view or refusing to consider reasonable counter-arguments.
- Unreasonable behaviour: For example, threatening violence, abusing staff, rude or aggressive conduct or threatening self-harm. It also includes the unauthorised recording of conversations with CCPC staff and their broadcast or publication without express permission.
How we manage unreasonable behaviour
When we consider that a person’s behaviour is unreasonable, we will tell them and ask them to change their behaviour.
If the unreasonable behaviour continues, we will take steps to restrict that person’s interaction with us. A decision to restrict access will only be taken after we have reviewed, in consultation with the Service Manager, the service which we have given. Any restrictions imposed will be appropriate and proportionate. The options we are likely to consider are:
- Requesting that contact be made only in a particular form (letter or email)
- Requiring that contact takes place with a named member of staff only
- Restricting access to our offices or other communications channels
- Asking the person to enter into an agreement about their future conduct
- Terminating all contact if the unreasonable behaviour does not stop (this decision will be taken following a review by the Service Manager and the Director of the relevant division)
Regardless of an individual’s behaviour, we will act respectfully at all times.
*The CCPC acknowledges that this policy is based on that of the Office of the Ombudsman.
