Tips for being a front-line compliance officer – Part 1

As a front-line officer for Council, a compliance officer can find that dealing with regulated parties can come with its challenges. Some people you deal with can be really unpleasant or maybe a bit too friendly. We’ve got some suggestions about how to deal with certain types of people and behaviours that we’ve found to work, and we believe will help you too.

Manage expectations - under promise and over deliver

The first suggestion is to make sure you make it clear to people you are dealing with exactly what you can provide and when. For example, don’t promise to provide information the next day when you know that it will probably take more than a day to gather the information.

Once you fail to meet a deadline you have given, you will lose credibility with the person. If it is going to take more than a day, just say so. Set a realistic timeframe that you know you will be able to meet. If you happen to get back to them sooner, then that’s a bonus and should help you with your next interactions with that person too.

Difference between a difficult person and an abusive person

We’re not experts in the field of dealing with difficult people but have plenty of experience in this area. There are entire training courses that are offered by behavioural experts that can help you to deal with difficult people but we can give you some ideas from our own experiences.

If the person just needs to offload about something, listen to them. But also know when enough is enough. You will sometimes have to listen for long periods of time to customer gripes, but once they get it off their chest it can make future interactions better. In saying all that, you don’t have to listen to abuse. If someone starts to become offensive or abusive, tell them you will only continue the conversation if they stop abusing you or using that language, and if they continue, walk away, or end the phone conversation.

Pick and choose your battles

Councils can’t (and shouldn’t) react to every complaint received, even if the complainant is phoning every day. If it isn’t a breach of the legislation, it isn’t a breach and there’s nothing that you have the jurisdiction to do, no matter how often they phone or email. If it is technically a breach but isn’t something council has the resources to deal with, then tell the complainant that you won’t be dealing with the issue but explain why. Follow it up with an email so that you’ve got proof of what you said. If the complainant keeps contacting you, tell your team leader or manager.

Hope this helps! We will share more tips and tricks in the weeks ahead.

Amanda and Janet – October 2023