DESCRIPTION
Some complaints can become complex not because of the issue itself, but because of the behaviour of the person making it. This course provides practical tools to help you manage unreasonable complainant conduct - including aggression, repeated complaints, or unreasonable demands - without compromising on respect, safety or due process. You’ll learn how to set boundaries, de-escalate situations and protect staff wellbeing, while ensuring all complaints are handled fairly and transparently.
COURSE OBJECTIVES
By the end of this course, you will be able to:
- Define Unreasonable Complainant Conduct (UCC) and recognise the different forms it can take
- Identify early warning signs and apply strategies to avoid escalation
- Respond confidently and consistently to UCC while maintaining professionalism and boundaries
- Apply practical techniques to manage challenging interactions and reduce impact on yourself and others
- Recognise the role of disability and mental illness in customer behaviour and respond with empathy and appropriate adjustments
DURATION
This eLearning takes less than one hour to complete.
