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18 October 2017
Official Information Request No. 8140002002
(Please quote this in any correspondence)
Mahvash Ali
By email – [email address]
Dear Mahvash
Local Government Official Information and Meetings Act 1987
Re: Managed customers
I am writing in response to your request on 21 September regarding information on people
whose communication with Auckland Council is restricted.
Please note that no customers are “forbidden” or “banned” from contacting the Auckland
Council call centre as all customers need to be able to contact us to make urgent requests
for service, such as reporting a missed rubbish collection.
A small number of customers, however, are restricted to a single point of contact for other
interactions with council, such as complaints.
In 2013 Auckland Council adopted the Unreasonable Complainant Conduct Policy
1 to
manage customer conduct that negatively and unreasonably impacts on the organisation
and staff. The reasons for channelling customer interactions to a single point of contact are:
• unreasonable persistence
• unreasonable demands
• unreasonable lack of cooperation
• unreasonable arguments
• unreasonable behaviours.
There are generally a number of factors that contribute to the restriction in access, and the
behaviour has been observed over a period of time, and continues after the customer has
been asked to modify their behaviour.
There are currently 20 customers managed under this policy, three of whom were added
after 31 January 2017. The names of these people, and the reasons that their access has
been restricted, is withheld in order to protect the privacy of natural persons, under section
7(2)(a) of the Act.
1 Available online a
t https://www.aucklandcouncil.govt.nz/plans-projects-policies-reports-bylaws/our-
policies/Documents/unreasonable-conplaint-conduct-policy.pdf
Private Bag 92300, Auckland 1142 |
aucklandcouncil.govt.nz |
Ph 09 301 0101
Since 31 January 2017, one customer has had their access arrangements reviewed as
provided for under the policy, and the restrictions were maintained. No others have been
eligible for review. Their access arrangements will be reviewed no later than 12 months after
the date that they were imposed, in accordance with section 7.5 of the policy.
Should you believe Auckland Council has not responded appropriately to your request, you
have the right by way of complaint, under section 27(3) of the LGOIMA, to apply to the
Ombudsman to seek an investigation and review of the decision.
If you have any further queries please contact me on 09 301 0101 quoting Official
Information Request No. 8140002002.
Yours sincerely
Sarah Parry-Crooke
Privacy & LGOIMA Business Partner
Democracy Services
Private Bag 92300, Auckland 1142 |
aucklandcouncil.govt.nz |
Ph 09 301 0101
