Document background
This Vexatious Complaints Policy is designed for organizations operating in Australia that need to manage persistent, unreasonable, or unfounded complaints that consume disproportionate resources. The policy becomes necessary when organizations face recurring instances of complainant behavior that impedes their ability to conduct regular operations or affects staff wellbeing. It provides comprehensive guidelines aligned with Australian legislation, including specific procedures for identifying vexatious complaints, managing challenging behaviors, protecting staff welfare, and maintaining accurate records. The document incorporates best practices from Australian administrative law and is particularly relevant for organizations subject to oversight by ombudsman offices or regulatory bodies.
