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Unreasonable complainant conduct

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Definition

Unreasonable complainant conduct is behaviour, which because of its nature and frequency, raises substantial health, safety, resource or equity issues for those involved.

Unreasonable complainant conduct can be divided into five broad categories: unreasonable persistence; unreasonable demands; unreasonable lack of cooperation; unreasonable arguments; and unreasonable behaviours including extreme anger, aggression and threats.
(NSW Ombudsman)


Assistance at Monash University

Safer Community Unit

Safer Community Unit staff will give sound advice and support, including early identification of the behaviour and management strategies to suit the circumstance, and ensure:

  • the safety and wellbeing of all involved
  • that all persons are treated with fairness and respect
  • the efficient use of resources
  • that the unreasonable behaviour conduct is not exacerbated.

Where unreasonable complainant conduct is ongoing, the Safer Community Unit will coordinate the university response and provide staff with management strategies and training aimed at a uniform and consistent approach, which systematically discourages unreasonable complainant conduct and effectively manages the behaviour in a legally defensible manner.

The Safer Community Unit response to unreasonable complainant conduct is informed by current research and strategies recommended by NSW Ombudsman, and is adapted flexibly to the circumstance.

Counselling service

Counselling service will provide counselling support for persons experiencing the impact of unreasonable complainant conduct.

Telephone counselling

Available to students and staff after-hours for those who can't access face-to-face counselling.

Grievance procedures

Students with academic and administrative complaints and grievances can seek resolution through the Academic and Administrative Complaints and Grievances Policy and processes.

University Student Ombudsman

The University Student Ombudsman will independently and impartially review student grievances which have not been resolved by the faculty or department.

Additional help and information