Moray Council updates Unacceptable Customer Actions Policy

The revised policy, last reviewed in 2015, reflects changes in how unacceptable behaviour is experienced and addresses an increase in incidents being reported. It aims to protect staff and elected members while maintaining fair access to services for all customers. 

The update responds to: 

• A rise in abusive or defamatory comments on social media targeting staff and elected members. 

• Situations needing immediate restrictions on customer contact due to severe behaviour. 

• Unreasonable use of the complaints process, which can disrupt services for other customers. 

• Recommendations from the Scottish Public Services Ombudsman (SPSO) for clearer recording and review of restrictions. 

Key changes include:  

• Social Media Conduct: Offensive or defamatory posts about Council staff or elected members will not be tolerated. 

• Immediate Restrictions: In exceptional cases, senior officers can now impose restrictions on customer contact without prior warning. 

• Complaints Process: Persistent or vexatious complaints that harass staff or prevent the Council from carrying out its duties may result in restrictions. 

• Regular Reviews: All restrictions will be reviewed every six months, with the option for indefinite restrictions in exceptional circumstances. 

Council Leader, Cllr Kathleen Robertson backed the changes, saying: “We understand that people can feel frustrated when dealing with complex issues, but aggression, abuse or harassment towards staff or elected members is never acceptable. This updated policy ensures we can protect employees while continuing to provide fair and accessible services for everyone.” 

Moray Council Chief Executive, Karen Greaves BEM, added: “We value feedback and encourage customers to raise concerns in a constructive way. Ultimately staff in the council are here for the same reason – to help residents in Moray. The most effective way we can do that is through mutually respectful interactions.”  

Customers looking to contact Moray Council can do so in the following ways: 

• Use our official complaints process via the Council website or by contacting our Complaints Officer on complaints@moray.gov.uk or 01343 543451 or Complaints Officer, Moray Council HQ, High Street, Elgin, IV30 1BX. 

• Communicate calmly and clearly, providing all relevant details. 

• Avoid personal attacks or offensive language, whether in person, by phone, email, or on social media.

The updated policy can be found at the end of this document.