Unreasonable Customer Conduct Policy Review

Consultation has concluded

Consultation period: Friday 13 October – Thursday 9 November

We have reviewed and updated our existing Unreasonable Customer Conduct Policy in line with the NSW Ombudsman’s Managing Unreasonable Conduct by Complainants Model Policy (July 2022).

Council is committed to being accessible and responsive to all customers. Our success at meeting customers' needs relies strongly on how we interact with customers and how we develop mutually respectful relationships.

When Council staff and customers are courteous and professional with each other, outcomes are mostly positive. Unreasonable behaviour undermines efforts to deliver good customer service.

This Policy helps Council staff take proactive and decisive action to manage any customer conduct that is negative or unreasonable.

Have your say

We are seeking feedback from our community on our Unreasonable Customer Conduct Policy review. You can share your feedback until Thursday 9 November:

  • Online by taking the survey below
  • Email to ssc@ssc.nsw.gov.au
  • In Writing to Sutherland Shire Council, Customer Experience, Locked Bag 17, Sutherland 1499.

Next steps

Following community consultation, Council will review and consider all feedback. Some changes may be made to the Policy, it will then be finalised and reported to Council for adoption. We will keep interested members of the community updated.


Consultation period: Friday 13 October – Thursday 9 November

We have reviewed and updated our existing Unreasonable Customer Conduct Policy in line with the NSW Ombudsman’s Managing Unreasonable Conduct by Complainants Model Policy (July 2022).

Council is committed to being accessible and responsive to all customers. Our success at meeting customers' needs relies strongly on how we interact with customers and how we develop mutually respectful relationships.

When Council staff and customers are courteous and professional with each other, outcomes are mostly positive. Unreasonable behaviour undermines efforts to deliver good customer service.

This Policy helps Council staff take proactive and decisive action to manage any customer conduct that is negative or unreasonable.

Have your say

We are seeking feedback from our community on our Unreasonable Customer Conduct Policy review. You can share your feedback until Thursday 9 November:

  • Online by taking the survey below
  • Email to ssc@ssc.nsw.gov.au
  • In Writing to Sutherland Shire Council, Customer Experience, Locked Bag 17, Sutherland 1499.

Next steps

Following community consultation, Council will review and consider all feedback. Some changes may be made to the Policy, it will then be finalised and reported to Council for adoption. We will keep interested members of the community updated.


Consultation has concluded

  • Policy update

    The Unreasonable Customer Conduct Policy was reviewed and adopted by Council on 19 February 2024.

    The final policy is available on the Council website here

    For any further questions please contact Council via engagement@ssc.nsw.gov.au

  • Consultation results

    Thank you to everyone who participated in this consultation.

    We received 14 survey responses.

    Overall, 43% of participants are neutral towards the policy, 36% are supportive and 21% are not supportive.

    Council is reviewing all feedback received and there may be changes to the policy. The policy will then be resubmitted to the Governance Sub-Commitee for review, prior to being submitted to the elected Councillors for approval and adoption.

    We acknowledge feedback regarding the approach of the policy and improvement to the Customer Service experience. We are committed to being accessible and responsive to all customers and have taken your feedback on board for further review.

    For any questions please contact Council by emailing engagement@ssc.nsw.gov.au