We are committed to providing an accessible, responsive service to all Victorians. While the majority of people communicate with us in a courteous manner, a small number of individuals can sometimes be angry, frustrated or distressed or act in other ways that may be challenging.
We recognise that people who demonstrate challenging behaviour often have a legitimate grievance and we will continue to deal with complaints on their merits. Our officers will treat people who contact us with courtesy, and we expect this courtesy to be returned.