Managing Unreasonable Conduct by Customers Policy
6th of November 2024
MEDIA RELEASE– George Town Council introduces new policy
In response to growing concerns about staff and elected members safety, George Town Council has introduced a new policy aimed at addressing abusive behaviour and preserving respectful relationships with the community.
Council has adopted a new Unreasonable Conduct of Customers Policy to help define unacceptable behaviour and safeguard staff and elected members from potential physical and mental harm.
Mayor Greg Kieser said the Council’s staff and elected members devoted significant time and effort to serving the community and did not deserve to be abused.
"Our staff and elected members consistently deliver top-notch services across the municipality, whether it’s by tending to local amenities, keeping public spaces clean, supporting animal welfare, or representing the community in various capacities," Mayor Kieser said.
"Although incidents of threats or verbal abuse are rare, they do occur, and it’s disheartening to see our team members face such behaviour just for doing their job.
"In many cases councillors and staff are simply fulfilling their obligations under state legislation, such as administering planning, plumbing, and building compliance. When they encounter hostility, it impacts them not only as professionals but as members of our community."
"Our staff and elected members put in significant effort to make George Town a great place to live, and they deserve recognition and respect for the vital work they do."
Mayor Kieser said conduct was considered unreasonable when it jeopardised the well-being of staff and elected members or disrupted service for others.
To manage such incidents, the new policy allows Council to adjust or limit how customer services are provided, which may include measures like assigning a single point of contact, restricting topics for discussion, limiting contact times, securing meeting locations, or modifying communication methods.
Mayor Kieser stressed that formal actions are a last resort.
“Our goal is always to address concerns through understanding and open dialogue with the community,” Mayor Kieser said.
“Formal action is a last resort, but when required, it guarantees a safe and respectful environment for both our staff, elected members and the community.”
