Managing Unreasonable Conduct Policy

What does the Managing Unreasonable Conduct Policy do?

This policy explains how Council manages unreasonable customer conduct.

Council is committed to being accessible and responsive to everyone who contacts us for help or to make a complaint. At the same time, we must also make sure:

• Councillors and staff are safe and supported.

• Services are delivered efficiently and effectively.

• Resources are shared fairly across the community.

Recommended changes to the policy

We are proposing to update the policy to:

• Make clear that it applies to unreasonable conduct directed at Councillors and staff.

• Include social media as a channel where unreasonable conduct may occur.

• Clarify what restrictions Council can apply in response to unreasonable conduct.

• Add the right for customers to appeal decisions.

• Link the policy to Council’s Social Media (Model Code) Policy.

Why are these changes recommended?

The NSW Ombudsman has recently updated its guidance on how councils and other NSW Government agencies should manage complaints. These changes will make sure our policy is consistent with the Ombudsman’s advice and reflects current best practice.

What does this mean for the community?

If adopted, the updated policy will:

• Clearly explain that it covers unreasonable conduct towards Councillors and staff.

• Set out what restrictions may apply in response to unreasonable behaviour.

• Provide the right to appeal if restrictions are applied.

• Show how this policy links to Council’s Social Media (Model Code) Policy.

Have your say

You're invited to provide your feedback by 4 pm, 28 October 2025. Submit your feedback in one of the following ways:

• Online: using the feedback form below
• Email: tsc@tweed.nsw.gov.au Subject: Managing Unreasonable Conduct Policy
• Mail: General Manager, Tweed Shire Council, PO Box 816 MURWILLUMBAH NSW 2484 Subject: Managing Unreasonable Conduct Policy