The University strives to provide a service that is accessible to all student complainants.
However, for the small number of cases where we consider the behaviour of a complainant to be unacceptable, we retain the right to restrict or to change access to the service provided.
Examples of unacceptable behaviour:
- Aggressive or abusive behaviour, including the threat or use of physical violence, verbal abuse or harassment towards staff. This is likely to result in the ending of all direct contact with the complainant and could result in a report being submitted to the police.
- Making unreasonable demands. This might include demanding responses within an unreasonable time-scale, insisting on seeing or speaking to a particular member of staff, continual phone calls or letters, repeatedly changing the substance of the complaint or raising unrelated concerns.
- Unreasonable persistence, for example, persistent refusal to accept a decision made in relation to a complaint; persistent refusal to accept explanations relating to what can or cannot be done about the complaint, and continuing to pursue a complaint without presenting any new information.
There will be relatively few complainants whose actions the University deems unacceptable. How we manage such cases will depend on the nature and extent of the problem.
If it adversely affects the ability of our staff to do their work and provide a service to others, we may decide to restrict contact with the complainant. The University will aim where possible to do that in a way which allows the complaint to progress to completion.
This article was published on Jul 14, 2010