BackThe IOI is pleased to announce a half day workshop 'Managing Unreasonable Complaint Conduct' that will be held prior to the IOI World Conference 2012 on 12 November 2012 by Chris Wheeler, Deputy Ombudsman for New South Wales, Australia.
Unreasonable conduct by complainants can take up an inordinate amount of an agency’s time and resources. Developed by the nine Australasian Parliamentary Ombudsmen, this two and a half hour session will provide Ombudsman staff with specific strategies and skills to effectively and confidently deal with unreasonable complainant conduct (UCC). This half day session is designed for Ombudsman staff who must manage UCC, senior management of Ombudsman Offices responsible for setting complaint handling policy, and Ombudsman staff who provide training or guidance to agencies about complaint handling. By completing this session, participants will become familiar with the underlying principles for the management of UCC, and with a range of strategies that are available to assist them to better manage UCC. Participants in the session will examine:
• the causes of UCC
• the range of problems caused by UCC, for example related to resources, equity between current and future complainants, occupational health and safety
• strategies for preventing & managing UCC
• key messages for complainants and staff, for example to ensure that their expectations are realistic and their rights and responsibilities are clear
• resources that are available to assist case officers and managers to better manage UCC.
There is no cost to attend this workshop. To book your place on this pre-conference workshop, please do so via the online registration form.
