Unreasonable demands

A demand becomes unacceptable when it starts to (or when complying with the demand would) impact substantially on the work of the council.

Examples of this behaviour include:

  • repeatedly demanding response within an unreasonable timescale
  • insisting on seeing or speaking to a particular member of staff, when that is not possible
  • repeatedly changing the substance of a complaint or raising unrelated concerns.

An example of such impact would be that the demand takes up an excessive amount of employee time and in doing so disadvantages other customers and prevents their own complaint from being dealt with quickly.