HAVE YOUR SAY - PROPOSED CUSTOMER “TIME-OUT” POLICY
Council is proposing a Customer “Time-Out” Policy to help keep Council workplaces and facilities safe and respectful for staff, Councillors and community members while still supporting fair access to Council services.
What does “time-out” mean?
A “time-out” is a temporary restriction on how a person can contact Council or access Council facilities after serious or repeated unacceptable behaviour (for example, abuse, threats, harassment, or violence or behaviour that causes a reasonable person to feel unsafe). A time-out is not intended to stop people from getting help. Where a time-out is applied, Council will consider alternative ways for the person to access essential services, and reasonable steps would be taken having regard to individual circumstances.
Why is Council proposing this policy?
- To support a safe environment at Council workplaces and facilities for staff and the public. Council has an obligation to provide a safe workplace environment under Workplace Health and Safety legislation.
- To provide a consistent and clear approach to managing serious or repeated aggressive or inappropriate behaviour.
- To ensure decisions are proportionate, documented, and reviewed through an approval process (not made by one person alone).
- To balance safety with ongoing access to essential Council services through alternative arrangements where appropriate.
Where does the policy apply?
The policy is intended to apply across all Council services and facilities (including libraries, the customer service centre, community halls and parks) and across different ways of contacting Council, including in-person interactions, phone calls and written communications.
What types of behaviour are covered?
- Verbal abuse or intimidation
- Threats to staff, Councillors, other patrons, or property
- Harassment (including repeated inappropriate contact)
- Physical violence or assault
How would the policy work (in plain language)?
- Expectations are clear: Everyone is expected to treat others with respect, even when there is a complaint or disagreement.
- Warnings first (where safe and appropriate): Staff can issue an initial warning and explain the expected behaviour.
- Time-out (temporary restriction): If behaviour is serious or continues, a time-out may be applied. This may limit contact methods or access to certain facilities for a set period.
- Escalation if needed: If the conduct is severe (for example violence or serious threats) or continues after a time-out, stronger restrictions may be considered, for example longer duration, further limitations on contact methods
- Record keeping and review: Incidents and decisions are documented and reviewed through an approval process to support consistency and fairness.
- This policy will be applied in accordance with relevant legislation and Council’s obligations
Safeguards: who can approve a time-out?
The proposed policy includes checks and balances so that time-outs are not applied arbitrarily. While staff may respond immediately to keep people safe, time-out decisions are intended to be reviewed and authorised through an approval process that includes:
- Documenting incidents and actions taken
- Manager oversight to determine an appropriate response and duration
- Director approval for time-out actions
- General Manager involvement for escalated matters and appeals
Will people still be able to access essential Council services?
Yes. The proposed policy includes options to help ensure continued access to essential services. For example, a person who is subject to a time-out may be able to request access to services in writing to the General Manager and receive a timely response. Depending on the circumstances, Council may also consider alternative arrangements such as:
- Online service access
- Telephone-based assistance (where appropriate)
- Having another person act as a representative on the individual’s behalf
Frequently asked questions
- Is this policy about stopping complaints?
No. Council recognises that people may be upset or frustrated, however, aggressive, threatening, harassing or violent behaviour is not acceptable. The policy focuses on behaviour, not the topic of the complaint.
- How long could a time-out last?
Time-outs are intended to be proportionate to the seriousness of the behaviour and will be set for a defined period, with review and approval processes applying to ensure consistency and fairness. For example:- It might typically range anywhere from 7 days to 6 months depending on severity
- All time-outs are subject to periodic review and and will not be longer than necessary.
- Can someone ask for a decision to be reviewed?
Yes. The proposed policy includes senior oversight, and the General Manager reviews escalated matters and appeals. Escalations can be emailed to the General Manager for appeal, which would be reviewed with a response provided within a 10-business day period (or lesser if the time-out is for a lesser period).
- What happens if there is a serious threat or violence?
Council may take immediate steps to protect people, including asking a person to leave a facility and contacting police where required.
Customer Time-Out Policy Feedback Form
Community feedback will help Council understand any concerns, including how to best balance safety with access to essential services.
- Do the proposed safeguards and approval steps feel appropriate?
- Are the alternative access options clear and workable?
- Is anything missing that would help ensure fairness and accessibility?
- Are the examples of unacceptable behaviour clear?
- Do you feel the policy appropriately balances safety and access?
Submissions close 5pm, Monday 1 June 2026.
