Issue - meetings

To consider the report of the Director Net Zero and City Management.

Agreed:

RECOMMENDED that Council approves the revised policy for Dealing with Unacceptable Customer Behaviour.

Reason for Decision: As set out in the report.

The Executive received the report which sought approval for the revised Policy for Dealing with Unacceptable Customer Behaviour. Since the Policy was last reviewed in August 2020, there had been several changes to the associated guidance documents, and it was necessary to ensure the policy reflected the current processes. Members were advised on the policy amendments which were outlined in section 8 the report.

Councillor M. Mitchell, as an opposition group leader, enquired on how the Council worked Devon County Council and other authorities in relation to making staff aware of potential issues.

Councillor Moore, as an opposition group leader, emphasised that staff abuse was not acceptable, however, due to some people having varying challenging and complex needs, whether there was an appeal process for complaints?

Executive Members debated the report and enquired how Councillors dealt with unacceptable behaviour and to whom they could make a complaint?

In response to questions raised by Members, the Director Net Zero Exeter & City Management and the Policy Officer explained:-

·         Councillors were included in the policy;

·         there were currently 68 people on the employee protection register, with differing risk levels. The register was reviewed by the Councils review group to assess cases and whether support was required;

·         the Council maintained relationships with other authorities, including Devon County Council, voluntary sector organisations and the Police; and

·         the Council had a complaint process to document complaints and appeals to ensure consistency.

The Leader welcomed the report and suggested a Member Briefing be held and asked whether policies would have clarity on which referred to Councillors as well as staff. The Chief Executive confirmed that all policies would be clear on which applied to Councillors.

RECOMMENDED that Council approves the revised policy for Dealing with Unacceptable Customer Behaviour.