Issue - meetings

To seek approval of the updated persistent and unreasonable complainant behaviour policy.

In presenting the updated persistent and unreasonable complainant behaviour policy the main changes were highlighted as the insertion of a sentence to enable the policy to be applied to all customers, not just those going through the formal complaints process, inclusion of additional examples of unreasonable behaviour, and an additional stage whereby an informal warning may be issued.

A member referred to section 5 of the policy and the allowance of ten working days to challenge the decision to apply the persistent and unreasonable complainant behaviour policy and suggested that the timescale be extended to 21 days. This was supported and it was

RESOLVED – the policy be approved with the amendment of section 5 to extend the timescale for challenging the decision to apply the policy.