Vexatious complaints policy

The Site is committed to taking all complaints seriously. Occasionally we receive complaints that are vexatious in nature that can cause substantial disruption to our organisation and can take up a disproportionate cost and time to handle. Vexatious complaints is a term that may also be used to describe complaints that are persistent, frivolous or malicious.

This policy explains the Site’s approach to recognising and handling vexatious complaints about our members and structures.

What is a vexatious complaint?

The person making a complaint cannot themselves be considered vexatious. Even if a person’s complaint is found to be vexatious this doesn’t preclude that same person from raising a separate complaint. This is important as we may deal with individuals who may be going through a difficult time or who are unwell and may genuinely not think that their complaint is vexatious.

Whether a complaint is vexatious will be determined on a case-by-case basis. In assessing this we will have regard to:

  • whether its primary purpose is to cause distress, disturb or pressurise
  • whether the complaint seeks to revisit matter(s) already responded to. This includes situations where multiple associated complaints are received with minor variations
  • whether there is an unwillingness to follow normal procedures and/or repeated attempts to contact office bearers
  • whether there is a refusal to provide information requested relevant to the complaint
  • whether the administrative burdens are disproportionate to the issues raised
  • any intimidating, aggressive or threatening behaviour

Dealing with vexatious complaints

If the Site decides that a complaint is vexatious the person making the complaint will be informed in writing and reasons will be provided for the decision within 28 days. They will be informed that the Site will not enter into any further communication with them concerning this complaint.