How we manage unreasonably persistent and vexatious complainants

We work with customers and stakeholders to quickly resolve complaints. It’s usually straightforward, and we’re able to resolve any issues.

Sometimes, complainants behave in a way that makes it hard for us to respond. This takes resources away from helping other customers and delivering services. 

When complainants are unreasonably persistent or abusive, we may need to manage their behaviour. To make sure we do this in a fair and consistent way, we follow the procedure below.