Derwent Valley Council has adopted an Unreasonable Conduct of Customers Policy, joining other councils across Tasmania in tackling what is says is the growing issue of abusive behaviour toward council staff.
Mayor, Michelle Dracoulis said the new policy aimed to define unreasonable behaviour and reduce the potential harm it may cause council employees and elected representatives.
“Our teams are committed to delivering essential services, from waste management to
animal control, all to ensure our municipality thrives,” Mayor Dracoulis said.
“However, we’ve seen an increase in aggressive conduct, such as accusations of cheating and lying and abusive social media posts, which can significantly impact our staff’s well-
being.”
She said Derwent Valley Council staff sometimes face challenging encounters, from verbal abuse at the waste disposal site to abuse directed at animal control officers.
“Many of our staff live in the community they serve, with families and deep connections to
the area, so abusive behaviour impacts them not only professionally, but also personally,” Mayor Dracoulis said.
She called on residents to treat one another, including council staff and councillors, respectfully.
“Most interactions with the council are positive, but unfortunately, a small minority engage in behaviours like abusing and insulting staff,” she said.
The new policy defines unreasonable behaviour as presenting a risk to health, safety, or the Council’s ability to provide services.
Managing conduct may include adjusting how staff communicate with the individual, limiting discussion topics, or restricting contact methods.
“Measures could include designating a single contact point, restricting contact topics, or limiting the timing and means of communication,” Mayor Dracoulis said.
“In some cases, interactions may be confined to secure locations, or access may be reduced if necessary to maintain safety.
“We believe in treating everyone with kindness and respect, and we always aim to resolve concerns through understanding and open communication.
“Formal action is a last resort to maintain a safe, supportive environment for staff and our
community,” Mayor Dracoulis said.
