Polisi ymateb i gwynion gan aelodau o'r cyhoedd yn erbyn Cyngor Cymuned Llansannan

Polisi ymateb i gwynion gan aelodau o’r cyhoedd yn erbyn Cyngor Cymuned Llansannan

“Mae cwyn yn fynegiant o anfodlonrwydd gan un neu ragor o aelodau’r cyhoedd am weithredu neu diffyg gweithredu’r cyngor neu am safon gwasanaeth, boed y weithred wedi’i chymryd neu’r gwasanaeth wedi’i ddarparu gan y cyngor ei hun neu gan berson neu gorff yn gweithredu ar ran y cyngor”

1. Dylid anfon cwyn/ion yn y lle cyntaf, mewn ysgrifen, at Glerc neu Cadeirydd Y Cyngor Cymuned. Cedwir cofnod o bob cwyn.
2. Pan derbynir cwyn, caiff cydnabyddiaeth o fod wedi ei dderbyn, ei anfon at y cwynwr/wyr o fewn 7 ddiwrnod gwaith
3. Bydd panel yn cynnwys y Cadeirydd, yr Is-Gadeirydd, y Clerc, Y Cynghorydd Sir yn cwrdd i drafod y gwyn os yw yn rhy ddifrifol i’w datrys gan swyddogion y Cyngor. Anelir anfon y penderfyniadau at y cwynwr/wyr o fewn 14 diwrnod wedi i’r pwyllgor dirpwyedig yma gyfarfod.
4. Os nad yw’r cwynwr/wyr yn fodlon efo’r ateb gall y gwyn fynd o flaen y Cyngor llawn yn y cyfarfod misol nesaf a bydd canlyniadau neu benderfyniadau yn cael ei rhoi mewn ysgrifen i’r cwynwr/wyr o fewn 7 diwrnod. Bydd yn angenrheidiol gadael i’r cwynwr/wyr wybod yr hyn sydd yn digwydd efo’i cwyn/ion.
5. Os yw’r cwynwr/wyr yn dal yn anfodlon fe’i cyfeirir at Ombwbsmon Gwasanaethau Cyhoeddus iGymru.
6. Bydd cwynion am ymddygiad cynghorwyr wastad yn cael eu hadrodd i Swyddog Monitro yr Awdurdol Unedol yn y lle cyntaf, a fydd yn rhoi gwybod i’r achwynydd am drefniadau gwneud cwyn i’r Ombwdsmom Gwasanaethau Cyhoeuddus i Gymru.


Ni roddir ystyriaeth i’r canlynol fel cwynion

Cais cychwynnol am wasanaeth.
Cwynion am drydydd partïon : ee. Am grŵp cymunedol nad yw’r Cyngor Cymuned yn gyfrifol amdano.
Cais am esboniad o benderfyniad.
Sylw am neu ymateb i benderfyniad polisi o bwys e.e pennu’r presept

9fed o Fawrth 2011

CYNGOR CYMUNED LLANSANNAN

Ffurflen Gwynion

Dylech ddefnyddio’r ffurflen hon i wneud cwyn. Mae’r wybodaeth rydych yn ei rhoi ar y ffurflen hon yn gyfrinachol. Byddwn yn ei defnyddio i asesu eich cwyn. Mae’n bosibly byddwn yn rhannu’r wybodaeth efo pobl eraill rydych yn eu crybwyll yn eich cwyn.

Eich Enw....................................................................................................................
Eich cyfeiriad a’ch cod post ......................................................................................
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Eich rhif ffÔn Cartref......................................... Gwaith ............................................
Eich cyfeiriad ebost ...................................................................................................
Pa wasanaeth ydych chi’n cwyno amdano? ..............................................................
Beth yw eich cwyn? ..................................................................................................
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A ydych chi wedi cysylltu efo unrhyw un yn y cyngor ynglyn â‘ch cwyn? Do Naddo

Os ’Do’ beth oedd enw a theitl swydd yr unigolyn y buoch mewn cysylltiad ag ef/hi?
(os ydych yn gwybod)
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Pryd wnaethoch chi gwyno? .....................................................................................
Beth oedd yr ymateb a gawsoch? ............................................................................
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A oedd eich cwyn yn un ysgrifenedig? Oedd Nag oedd
Os ‘Oedd’, anfonwch gopïau o’ch cwyn a’n hymateb efo’r ffurflen hon.
Pam ydych chi’n anfodlon efo’n hymateb? ................................................................
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Beth yn eich barn chi ddylem ni ei wneud i ddatrys hyn?...........................................
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Eich llofnod................................................................. Dyddiad .................................
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Mawrth 2011

Policy for dealing with complaint from individuals and members of the public against Llansannan Community Council

“A complaint is an expression of dissatisfaction by one or more members of the public about the council’s action or lack of action or about the standard of a service, whether the action was taken or the service provided by the council itself or by a person or body acting on behalf of the council”

1. Complaints should be forwarded, in writing, to the Clerk or Chairman of the Community Council. A record of all complaints will be maintained.
2. Complaints received will be acknowledged within 7 working days.
3. A sub committee comprising of the Chairman, Vice Chairman, Clerk, County Councillor will meet to investigate any complaint received, that is too serious to be dealt with by council staff. The aim will be that a response will be sent to the complainant within 14days of having held a meeting of this delegated body.
4. Should the complainant not be satisfied with the response, the complaint can be taken to the next full council meeting and the decision sent in writing to the complainant within 7 days.
5. Should the complainant still be dissatisfied with the reply, then they will be directed to the Public Service Ombudsman for Wales
6. Complaints about the conduct of councillors, should in the first instance, always be reported to the Monitoring Officer of the Unitary Authority who will then advise the complainant about making a complaint to the Public Services Ombudsman for Wales.

The following are not to be regarded as complaints

An initial request for service
Complaints about third parties: e.g. about a community group for which the Community Council is not responsible.
A request for an explanation of a decision.
A representation about a major policy decision e.g. setting the precept.

9th March 2011

Llansannan Community Council

Complaints Form

You should use this form to make a complaint. The information you give on this form is confidential. We will use it only to assess your complaint. We may share the information with other relevant other people you mention in your complaint.

Your name .................................................................................................................
Your address and postcode ......................................................................................
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Your phone number Home......................................... Work ....................................
Your email address ...................................................................................................
Which service are you complaining about? ................................................................
What is your complaint? ...........................................................................................
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Have you contacted anybody in the council about your complaint? Yes No
If ’Yes’ what was the name and job title (if you know it) of the person you complained to?
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When did you complain? ..........................................................................................
What response did you get? .....................................................................................
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Was your complaint in writing? Yes q No q
If ‘Yes’, please send us copies of your complaint and our reply with this form.
Why are you not satisfied with our response?............................................................
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What do you think we should do to put things right?.................................................
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Your signature................................................................. Date...................................

Mae’r Cyngor Cymuned, Cynghorwyr a staff yn anelu at ddarparu cymorth a chynhaliaeth i unrhyw un sy’n awyddus i ddefnyddio ei wasanaethau. I’r rhan fwyaf o bobl sy’n cysylltu â’r Cyngor Cymuned ymdrinnir â’r mater yn unol â gweithdrefnau derbyniol.

Fodd bynnag, ar adegau mae’n rhaid amddiffyn Cynghorwyr a staff rhag ymddygiad annerbyniol.

Enghreifftiau yw
- ymddygiad ymosodol neu sarhaus
- gofynion afresymol
- taerineb afresymol

Esbonnir ein gweithdrefnau ar gyfer delio ag ymatebion o’r fath yn ein Polisi ar Weithredoedd Annerbyniol gan Unigolion.

Os ydych chi’n credu na chawsoch eich trin fel y dylech, ysgrifennwch at Glerc y Cyngor Cymuned.


Polisi ar Weithredoedd Annerbyniol gan Unigolion

1. Cyflwyniad
1.1 Mae’r Polisi hwn yn esbonio agwedd Cyngor Cymuned Llansannan tuag at y nifer cymharol fychan o unigolion y bernir fod eu gweithredoedd neu eu hymddygiad yn annerbyniol.
2. Nodau’r Polisi
2.1 Ei gwneud yn glir i bob unigolyn, adeg y cysylltiad cyntaf a thrwy gydol eu hymwneud â’r swyddfa, beth all neu beth na all Cyngor Cymuned Llansannan ei wneud o ran eu cais. Yn hynny o beth, y bwriad yw bod yn agored a pheidio codi gobeithion neu ddyheadau na ellir eu bodloni.
2.2 Delio’n deg, yn onest, yn gyson a phriodol gyda phob unigolyn, gan gynnwys rhai y bernir fod eu gweithredoedd yn annerbyniol. Cred Cyngor Cymuned Llansannan fod gan bob person yr hawl i gael eu clywed, eu deall a’u parchu. Credir hefyd fod gan staff Cyngor Cymuned Llansannan yr un hawliau.
2.3 Darparu gwasanaeth sy’n hygyrch i bob unigolyn. Fodd bynnag, pan fernir fod gweithredoedd unigol yn annerbyniol, cedwir yr hawl i gyfyngu neu newid y gallu i dderbyn gwasanaeth Cyngor Cymuned Llansannan
2.4 Gofalu nad yw aelodau eraill y cyhoedd, Cyngor Cymuned Llansannan na’i staff yn dioddef unrhyw anfantais gan bersonau sy’n ymddwyn mewn ffordd annerbyniol.
2.5 Rhoi i unigolion fanylion y trefniadau cwynion os ydynt yn dymuno gwneud cŵyn yn erbyn Cyngor Cymuned Llansannan a’r hawl i gysylltu ag Ombwdsmon y Gwasanaethau Cyhoeddus i Gymru os ydynt yn dymuno gwneud hynny.
3.Diffinio Gweithredoedd Annerbyniol gan Unigolion
3.1 Mae pobl yn gallu ymddwyn yn groes i’w cymeriad ar adegau anodd. Efallai fod yna amgylchiadau anodd neu annifyr sydd wedi peri iddynt orfod cysylltu â’n swyddfa. Nid yw Cyngor Cymuned Llansannan yn ystyried ymddygiad o’r fath yn annerbyniol dim ond oherwydd bod unigolyn yn ymddwyn mewn ffordd ymosodol neu benderfynol. Fodd bynnag, gall gweithredoedd unigolion sy’n flin, yn disgwyl llawer neu’n daer olygu y gwneir gofynion afresymol ar y swyddfa neu ymddygiad annerbyniol tuag at staf Cyngor Cymuned Llansannan. Dyma’r mathau o weithredoedd a ystyrir yn annerbyniol ac y mae’r polisi hwn yn ceisio eu rheoli. Mae Cyngor Cymuned Llansannan wedi grwpio’r gweithredoedd o dan dri phennawd bras:
3.1.1 Ymddygiad Ymosodol neu Ddifrïol
(i) Nid yw trais yn gyfyngedig i weithredoedd ymosodol all arwain at niwed corfforol. Mae hefyd yn cynnwys ymddygiad neu iaith (boed yn llafar neu’n ysgrifenedig) all wneud i staff deimlo’n ofnus, o dan fygythiad neu eu bod yn cael eu cam-drin.
(ii) Mae enghreifftiau o fathau o ymddygiad sy’n cael eu grwpio o dan y pennawd hwn yn cynnwys bygythiadau, trais corfforol, camdriniaeth eiriol bersonol, sylwadau difrïol ac anfoesgarwch. Bernir hefyd y gall datganiadau ymfflamychol a chyhuddiadau di-sail fod yn ymddygiad camdriniol.
(iii) Rydym yn disgwyl i’n staff gael eu trin yn gwrtais a chyda pharch. Mae trais at staff neu eu cam-drin yn annerbyniol. Fodd bynnag, nid yw’n dderbyniol pan mae gweithredoedd yn datblygu’n ymddygiad ymosodol tuag at staff Cyngor Cymuned Llansannan
3.1.2 Gofynion Afresymol
(i) Efallai y gwnaiff unigolion yr hyn a ystyrir yn ofynion afresymol ar swyddfa Cyngor Cymuned Llansannan trwy faint yr wybodaeth y gofynnant amdani, natur a graddfa’r gwasanaeth a ddisgwyliant neu nifer y troeon y cysylltant. Bydd yr hyn a ystyrir yn ofynion afresymol wastad yn dibynnu ar amgylchiadau’r ymddygiad ac ar ddifrifoldeb y materion a godir gan yr unigolyn.
(ii) Mae enghreifftiau o weithredoedd sy’n cael eu grwpio o dan y pennawd hwn yn cynnwys mynnu cael ateb o fewn cyfnod afresymol o amser, mynnu cael gweld neu siarad ag aelod penodol o’r staff, galwadau ffÔn neu lythyrau ac e-byst parhaus, newid cynnwys y cais neu godi materion nad oes a wnelont nhw â’r mater dan sylw.
(iii) Bernir fod y gofynion hyn yn annerbyniol ac afresymol os ydynt yn dechrau cael effaith amlwg ar waith y swyddfa, megis cymryd gormod o amser staff ar draul unigolion neu gyfrifoldebau eraill.
3.1.3 Dyfalwch Afresymol
(i) Derbynnir na fydd neu na all rhai unigolion dderbyn nad yw Cyngor Cymuned Llansannan yn gallu rhoi cymorth pellach iddynt na darparu lefel o wasanaeth sy’n wahanol i’r hyn a ddarparwyd yn barod. Efallai y byddant yn dal ati i anghytuno gyda’r weithred neu’r penderfyniad a gymerwyd ynghylch eu cais neu’n cysylltu’n ddiddiwedd â’r swyddfa am yr un mater.
(ii) Mae enghreifftiau o weithredoedd sy’n cael eu grwpio o dan y pennawd hwn yn cynnwys gwrthod yn barhaus i dderbyn penderfyniad a wnaed am gais, gwrthod yn barhaus i dderbyn esboniadau am yr hyn y gall neu na all y swyddfa hon ei wneud a dal ati i ofyn am wybodaeth. Efallai fod y ffordd y mae’r unigolion hyn yn trin Cyngor Cymuned Llansannan yn gwbl resymol, ond eu hymddygiad parhaus wrth ddal ati i wneud hynny sydd ddim.
(iii) Bernir fod gweithredoedd unigolion taer yn annerbyniol pan gymerant yr hyn y mae Cyngor Cymuned Llansannan yn ei ystyried yn gyfran anghymesur o amser ac adnoddau.
4. Rheoli Gweithredoedd Annerbyniol gan Unigolion
4.1 Cymharol ychydig yw’r unigolion y mae Cyngor Cymuned Llansannan yn barnu fod eu gweithredoedd yn annerbyniol. Mae sut gaiff y gweithredoedd hyn eu rheoli yn dibynnu ar eu natur a’u maint. Os yw’n cael effaith andwyol ar allu Cyngor Cymuned Llansannan i wneud ei waith ac i ddarparu gwasanaeth i eraill, efallai y bydd angen cyfyngu cysylltiad unigol â’r swyddfa er mwyn rheoli’r gweithredoedd annerbyniol. Efallai y bydd rhaid cyfyngu cysylltiad personol, ar y ffÔn, ffacs, llythyr neu’n electronaidd neu trwy unrhyw gyfuniad o’r rhain. Ceisir cadw o leiaf un math o gysylltiad. Mewn sefyllfaoedd eithafol, dywedir wrth yr unigolyn yn ysgrifenedig fod eu henw ar restr ‘dim cysylltiad personol’. Golyga hynny fod rhaid iddynt gyfyngu eu cysylltiad â Chyngor Cymuned Llansannan naill ai i gyfathrebu ysgrifenedig neu trwy drydydd parti.
4.2 Mae bygwth neu ddefnyddio trais corfforol, camdriniaeth eiriol neu aflonyddwch tuag at staff Cyngor Cymuned Llansannan yn debygol o arwain at ddiweddu pob cysylltiad uniongyrchol gyda’r unigolyn. Efallai y rhoddir gwybod i’r heddlu am ddigwyddiadau o’r fath. Gwneir hynny bob tro os yw trais corfforol yn cael ei ddefnyddio neu ei fygwth.
4.3 Ni fydd Cyngor Cymuned Llansannan yn delio â gohebiaeth (llythyr, ffacs neu electronaidd) sy’n camdrin staff neu sy’n cynnwys cyhuddiadau sy’n brin o dystiolaeth gadarn. Pan mae hynny’n digwydd dywedir wrth yr unigolyn fod eu hiaith yn cael ei hystyried yn anweddus, yn ddiangen ac yn ddibwrpas. Gofynnir iddynt roi’r gorau i ddefnyddio iaith o’r fath a bydd Cyngor Cymuned Llansannan yn datgan na fydd unrhyw ymateb i’w gohebiaeth os na roddant y gorau i ddefnyddio iaith o’r fath. Efallai y bydd Cyngor Cymuned Llansannan yn mynnu fod unrhyw gysylltiad o hynny ymlaen yn digwydd trwy drydydd parti.
4.4 Bydd staff Cyngor Cymuned Llansannan yn dod ag unrhyw alwadau ffÔn i ben os bernir fod y galwr yn ymosodol, yn gamdriniol neu’n anweddus. Mae gan yr aelod staff sy’n cymryd yr alwad yr hawl i wneud y penderfyniad hwn, i ddweud wrth y galwr fod yr ymddygiad yn annerbyniol ac i ddod â’r alwad i ben os nad yw’r ymddygiad yn peidio.
4.5 Pan mae unigolyn yn gyson yn ffonio, ymweld â’r swyddfa, danfon dogfennau amherthnasol neu’n codi’r un materion, gall Cyngor Cymuned Llansannan benderfynu
cymryd galwadau ffÔn oddi wrth yr unigolyn dan sylw ar adegau penodol ar ddyddiau penodol yn unig neu drefnu mai dim ond un aelod o’r staff sy’n delio â galwadau neu ohebiaeth oddi wrth yr unigolyn o hynny ymlaen.
mynnu fod yr unigolyn yn gwneud apwyntiad i weld aelod penodol o’r staff cyn ymweld â’r swyddfa neu fod yr unigolyn yn cysylltu â’r swyddfa yn ysgrifenedig yn unig. cymryd camau eraill yr ydym yn eu hystyried yn addas. Fodd bynnag, fe fydd Cyngor Cymuned Llansannan wastad yn dweud wrth yr unigolyn pa gamau sy’n cael eu cymryd a pham.
5. Penderfynu Cyfyngu Cysylltiad
5.1 Mae gan aelodau Cyngor Cymuned Llansannan neu ei staff sy’n cael profiad uniongyrchol o ymddygiad ymosodol neu gamdriniol gan unigolyn yr awdurdod i ddelio’n syth gyda’r ymddygiad hwnnw mewn modd y maen nhw’n ei ystyried yn addas i’r sefyllfa ac yn unol â’r polisi hwn.
5.2 Ac eithrio penderfyniadau o’r fath a gymerir adeg y digwyddiad ei hun, cymerir penderfyniadau i gyfyngu cysylltiad gyda Cyngor Cymuned Llansannan dim ond ar Ôl i uwch aelod o’r staff neu gynghorydd ystyried y sefyllfa’n ofalus. Ble bynnag y bo modd, byddwn yn rhoi cyfle i unigolyn newid eu hymddygiad neu weithred cyn y gwneir penderfyniad. Dywedir wrth unigolion yn ysgrifenedig pam y gwnaed penderfyniad i gyfyngu cysylltiad o hyn ymlaen, beth yw’r trefniadau cysylltu cyfyngedig ac, os yn berthnasol, am faint y bydd y cyfyngiadau hyn yn parhau.
6. Apelio yn erbyn Penderfyniad i Gyfyngu Cysylltiad
6.1 Gall unigolyn apelio yn erbyn penderfyniad i gyfyngu cysylltiad. Bydd uwch aelod o’r staff neu gynghorydd nad oedd a wnelont â’r penderfyniad gwreiddiol yn ystyried yr apêl. Byddant yn rhoi gwybod yn ysgrifenedig i’r unigolyn naill ai fod y trefniadau cysylltu cyfyngedig yn dal ar waith neu y cytunwyd ar ffordd arall o ddelio â’r mater.
7. Cofnodi ac Adolygu Penderfyniad i Gyfyngu Cysylltiad
7.1 Mae Cyngor Cymuned Llansannan yn cofnodi pob enghraifft o weithredoedd annerbyniol gan unigolion. Pan benderfynir cyfyngu cysylltiad unigol, gwneir nodyn o hyn yn y ffeil berthnasol ac ar unrhyw gofnod cyfrifiadurol perthnasol.
7.2. Gellir ail-ystyried penderfyniad i gyfyngu cysylltiad unigol os yw’r unigolyn yn ymddwyn mewn ffordd fwy derbyniol. Bydd Clerc yn adolygu’n rheolaidd statws pob unigolyn a chanddynt drefniadau cysylltu cyfyngedig.

Llansannan Community Council


The Community Council, Councillors and staff aim to provide assistance and support to anyone who seeks to use its services. For the largest proportion of persons who contact the Community Council the matter is dealt with in line within acceptable procedures.

However, there are occasions when it is necessary to protect Councillors and staff against unacceptable behaviour.

Examples are
- aggressive or abusive behaviour
- unreasonable demands
- unreasonable persistence

The procedures setting out how we deal with such responses are set out in our Policy on Unacceptable Actions by Individuals as below.

If you consider that you have not been treated as you should have been, please write to the Community council Clerk.

Policy on Unacceptable Actions by Individuals

1. Introduction
1.1 This Policy sets out the approach of Llansannan Community Council to the relatively few individuals whose actions or behaviour are considered unacceptable.
2. Policy Aims
2.1 To make it clear to all individuals, both at initial contact and throughout their dealings with the office, what Llansannan Community Council can or cannot do in relation to their request. In doing so, the aim is to be open and not raise hopes or expectations that cannot be met.
2.2 To deal fairly, honestly, consistently and appropriately with all individuals, including those whose actions are considered unacceptable. Llansannan Community Council believes that all persons have the right to be heard, understood and respected. It is also considered that Llansannan Community Council staff have the same rights.
2.3 To provide a service that is accessible to all individuals. However, where it is considered that individual actions are unacceptable, the right to restrict or change access to Llansannan Community Council service is retained.
2.4 To ensure that other members of the public, Llansannan Community Council or its staff do not suffer any disadvantage from persons who act in an unacceptable manner.
2.5 To provide to individuals, details of the complaints procedures if they wish to make a complaint against Llansannan Community Council and the right to contact the Public Services Ombudsman for Wales if they so wish.
3. Defining Unacceptable Actions by Individuals
3.1 People may act out of character in times of trouble or distress. There may have been upsetting or distressing circumstances leading up to their need to contact our office. Llansannan Community Council does not view behaviour as unacceptable just because an individual is forceful or determined. However, the actions of individuals who are angry, demanding or persistent may result in unreasonable demands on the office or unacceptable behaviour towards Llansannan Community Council staff. It is these actions that are considered unacceptable and ones that this policy aims to manage. Llansannan Community Council has grouped these actions under three broad headings:
3.1.1 Aggressive or Abusive Behaviour
(i) Violence is not restricted to acts of aggression that may result in physical harm. It also includes behaviour or language (whether oral or written) that may cause staff to feel afraid, threatened or abused.
(ii) Examples of behaviours grouped under this heading include threats, physical violence, personal verbal abuse, derogatory remarks and rudeness. It is also considered that inflammatory statements and unsubstantiated allegations can be abusive behaviour.
(iii) We expect our staff to be treated courteously and with respect. Violence or abuse towards staff is unacceptable. However, it is not acceptable when actions escalate into aggression directed towards Llansannan Community Council staff.
3.1.2 Unreasonable Demands
(i) Individuals may make what are considered to be unreasonable demands on the Llansannan Community Council office through the amount of information they seek, the nature and scale of service they expect or the number of approaches they make. What amounts to unreasonable demands will always depend on the circumstances surrounding the behaviour and the seriousness of the issues raised by the individual.
(ii) Examples of actions grouped under this heading include demanding responses within an unreasonable time-scale, insisting on seeing or speaking to a particular member of staff, continual phone calls or letters, and e-mails, repeatedly changing the substance of the request or raising unrelated matters.
(iii) These demands are considered unacceptable and unreasonable if they start to impact substantially on the work of the office, such as taking up an excessive amount of staff time to the disadvantage of other individuals or functions.
3.1.3 Unreasonable Persistence
(i) It is recognised that some individuals will not or cannot accept that Llansannan Community Council is unable to assist them further or provide a level of service other than that provided already. They may persist in disagreeing with the action or decision taken in relation to their request or contact the office persistently about the same issue.
(ii) Examples of actions grouped under this heading include persistent refusal to accept a decision made in relation to a request, persistent refusal to accept explanations relating to what this office can or cannot do and continuing to pursue information. The way in which these individuals approach Llansannan Community Council may be entirely reasonable, but it is their persistent behaviour in continuing to do so that is not.
(iii) The actions of persistent individuals are considered to be unacceptable when they take up what Llansannan Community Council regards as being a disproportionate amount of time and resources.
4. Managing Unacceptable Actions by Individuals
4.1 There are relatively few individuals whose actions are considered by Llansannan Community Council to be unacceptable. How these actions are managed depends on their nature and extent. If it adversely affects Llansannan Community Council ability to do its work and provide a service to others, individual contact with the office may need to be restricted in order to manage the unacceptable action. Contact in person, by telephone, fax, letter or electronically or by any combination of these may be restricted. Effort will be made to try to maintain at least one form of contact. In extreme situations, the individual will be told in writing that their name is on a ‘no personal contact’ list. This means that they must restrict contact with Llansannan Community Council either in written communication or through a third party.
4.2 The threat or use of physical violence, verbal abuse or harassment towards Llansannan Community Council staff is likely to result in the ending of all direct contact with the individual. Incidents may be reported to the police. This will always be the case if physical violence is used or threatened.
4.3 Llansannan Community Council will not deal with correspondence (letter, fax or electronic) that is abusive to staff or contains allegations that lack substantive evidence. When this happens the individual will be told that their language is considered offensive, unnecessary and unhelpful. They will be asked to stop using such language and Llansannan Community Council will state that there will be no response to their correspondence if they do not stop. Llansannan Community Council may require future contact to be through a third party.
4.4 Llansannan Community Council staff will end telephone calls if the caller is considered aggressive, abusive or offensive. The staff member taking the call has the right to make this decision, tell the caller that the behaviour is unacceptable and end the call if the behaviour does not stop.
4.5 Where an individual repeatedly phones, visits the office, sends irrelevant documents or raises the same issues, Llansannan Community Council may decide to:only take telephone calls from the individual at set times on set days or put an arrangement in place for only one member of staff to deal with calls or correspondence from the individual in the future. require the individual to make an appointment to see a named member of staff before visiting the office or that the individual contacts the office in writing only. take other action that we consider appropriate. Llansannan Community Council will, however, always tell the individual what action is being taken and why.
5. Deciding to Restrict Contact
5.1 Members of Llansannan Community Council or its staff who directly experience aggressive or abusive behaviour from an individual have the authority to deal immediately with that behaviour in a manner they consider appropriate to the situation and in line with this policy.
5.2 With the exception of such immediate decisions taken at the time of an incident, decisions to restrict contact with Llansannan Community Council are only taken after careful consideration of the situation by a more senior member of staff or by a councillor. Wherever possible, we give an individual the opportunity to modify their behaviour or action before a decision is taken. Individuals are told in writing why a decision has been made to restrict future contact, the restricted contact arrangements and, if relevant, the length of time that these restrictions will be in place.
6. Appealing a Decision to Restrict Contact
6.1 An individual can appeal a decision to restrict contact. A senior member of staff or a councillor who was not involved in the original decision considers the appeal. They advise the individual in writing that either the restricted contact arrangements still apply or a different course of action has been agreed.
7. Recording and Reviewing a Decision to Restrict Contact
7.1 Llansannan Community Council records all incidents of unacceptable actions by individuals. Where it is decided to restrict individual contact, an entry noting this is made in the relevant file and on any appropriate computer record.
7.2. A decision to restrict individual contact may be reconsidered if the individual demonstrates a more acceptable approach. The Clerk reviews the status of all individuals with restricted contact arrangements on a regular basis.

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