The draft policy was placed on public exhibition from 23 October 2020 until 20 November 2020. One submission was received.

A report to the October council meeting said most customers act in a reasonable and responsible manner when interacting with council and its staff. There are, however, "a small group of customers that act unreasonably that can prevent staff from undertaking their normal duties which effects the entire community".

Council has classified this conduct into five categories - unreasonable persistence; unreasonable demands; unreasonable lack of cooperation; unreasonable arguments; and unreasonable behaviours.

Council's new policy is based on the NSW Ombudsman's Office model policy for the management of unreasonable complainants and has been adopted with a broader scope to manage the unreasonable conduct of all customers.

Council has identified behaviour that is considered aggressive and verbally abusive towards council staff. Some customers have threatened harm and violence, inundated council's offices with unnecessary and excessive phone calls and emails, make inappropriate demands on staff time and resources and refuse to accept decisions and recommendations in relation to their complaints or enquiries.

The policy defines those interactions that are deemed unreasonable and provides actions that can be employed by staff including, in extreme circumstances, restricting access to council officers to better manage these requests or complaints.

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