Managing Unreasonable Complainant Conduct

Unreasonable conduct by complainants (UCC) can take up an inordinate amount of an organisation’s time and money.

Additionally, if situations escalate this can lead to increased absenteeism, staff attrition, and counselling or related medical expenses. This, along with the increased incidence of extreme customer behaviours, means that it is critical for those who work in complaints to know how to manage UCC.

SOCAP Australia and the NSW Ombudsman deliver this practical, one-day workshop tailored for both the public and the private sector.

During this one-day intensive workshop you will learn:

  • What is unreasonable complainant conduct (UCC)
  • 10 common mistakes complaint handlers make
  • Preventative and reactive skills and strategies to effectively and confidently deal with UCC
  • How to deliver equity and fairness, efficiency along with providing a safe and healthy work environment for staff
  • Verbal communication strategies to assist staff to deal with potentially aggressive situations.


By completing this workshop, participants will be able to:

  • Explain the reasons why it is important to effectively manage UCC
  • Appropriately categorise examples of UCC
  • Identify the most appropriate management principles to apply to UCC
  • Give examples of a range of strategies available to manage UCC
  • Outline strategies for responding to the anti-social use of social media and the internet
  • Implement key strategies for preventing UCC
  • Demonstrate familiarity with the purpose and contents of the Model Policy for managing UCC
  • Apply various strategies designed to reduce and/or resolve conflict.



This workshop is designed for staff who come into contact with, or respond to, complainants or customers that display unreasonable conduct.

This workshop is also recommended for supervisors and managers responsible for setting complaint handling policy


Members (three or more from one company) $627 per person.
Members $697 per person
Non-member $808 per person