Equipping Council staff with a clear framework to manage unreasonable conduct Cessnock City Council is encouraging local residents to have their say on a draft Unreasonable Customer Conduct Policy, which is currently on exhibition. Unfortunately, on occasion council staff members may find themselves confronted by dissatisfied customers, particularly after receiving decisions or outcomes that are unfavourable and which they do not accept. Cessnock City Council General Manager Ken Liddell said it was important that Council staff feel supported and are afforded clear guidance on how to respond when they find themselves in challenging or confronting situations. “The safety and wellbeing of staff is our highest...