Council & accountability · Shoalhaven City Council
Shoalhaven policy puts CEO and leadership team in customer-conduct decisions
The Unreasonable Customer Conduct Policy was adopted unanimously after public exhibition, with references to the CEO amended to also include the Executive Leadership Team for decision-making purposes.
Reporting from public council minutes. How this article was prepared
According to the supplied, unconfirmed minutes, Shoalhaven City Council has adopted an Unreasonable Customer Conduct Policy that gives the Chief Executive Officer and Executive Leadership Team a role in decisions under the policy. All 13 councillors listed in the recorded vote supported the resolution, with none against.
The policy was adopted after public exhibition under item CL26.271 at the council’s 27 October 2026 meeting. The amendment says references to the CEO, when used for decision-making purposes, are also to include the Executive Leadership Team.
The resolution authorises the CEO to implement supporting procedures, staff training and communication materials to promote consistent and transparent application of the policy. It does not set a timetable for that work or describe how decisions will be divided between the CEO and the leadership team.
The minutes do not reproduce the policy attachment, so they do not specify the detailed scope of customer interactions or conduct covered. Those details will need to be read in the adopted policy and any supporting procedures.
What deserves a closer look
The source records an adopted resolution, not merely a recommendation, including the amendment and implementation authority.
The supplied minutes do not set a timetable for procedures, training or communications, reproduce the policy attachment, or explain how decision-making will operate between the CEO and Executive Leadership Team.
The confirmation date printed in the record is later than the source-check date. This article therefore treats the minutes as unconfirmed.
Questions for follow-up reporting
When will the supporting procedures, staff training and communication materials be implemented?
Which decisions under the policy will involve the Executive Leadership Team?
What customer interactions and conduct are covered by the adopted policy?
What happens next
The recorded resolution authorises the CEO to implement supporting procedures, staff training and communication materials for the policy; it does not establish that this work has been completed.
Check the record
These passages were matched to the source text. Read them in context in the original minutes.
The minutes record adoption of the Unreasonable Customer Conduct Policy after public exhibition, with an amendment adding the Executive Leadership Team to references to the Chief Executive Officer for decision-making purposes.
RESOLVED (Clr Tribe / Clr Krikstolaitis) MIN26.398 Minutes of the Ordinary Meeting 27 October 2026 Page 13 Minutes Confirmed Tuesday 24 November 2026 – Chairperson ......................................................................... That Council: 1. Note the information provided in this report regarding the outcomes of the public exhibition of the draft Unreasonable Customer Conduct Policy. 2. Adopt the Unreasonable Customer Conduct Policy (Attachment 1) as exhibited, with the following amendment: a. Where there is reference to the Chief Executive Officer, for decision-making purposes, that the wording also include 'and the Executive Leadership Team'. 3. Authorise the Chief Executive Officer to implement supporting procedures, staff training, and communication materials to ensure consistent and transparent application of the policy.
MIN26.398
Open original minutes ↗The recorded vote was unanimous, with 13 councillors listed for and none against.
FOR: Mayor White, Clr Wilkins, Clr Killian, Clr Boyd, Clr Tribe, Clr Krikstolaitis, Clr Norris, Clr Dunn, Clr Proudfoot, Clr Casmiri, Clr Clancy, Clr Steele and Clr Kemp AGAINST: Nil CARRIED CL26.272 Youth Advisory Committee Review HPERM Ref: D26/415473 Recommendation That Council: 1.
CL26.271 recorded vote
Open original minutes ↗The supplied record identifies the meeting date as 27 October 2026 and carries a confirmation line dated 24 November 2026.
Minutes Confirmed Tuesday 24 November 2026 – Chairperson ......................................................................... Meeting Minutes MINUTES OF THE ORDINARY MEETING Meeting Date: Tuesday, 27 October 2026 Location: Council Chambers, City Administrative Building, Bridge Road, Nowra Time: 5:30 PM The following members were present: Mayor Patricia White - Chairperson Clr Peter Wilkins (Remotely) Clr Debbie Killian (Remotely) – joined at 5:35pm Clr Gillian Boyd Clr Jemma Tribe Clr Ben Krikstolaitis Clr Matthew Norris Clr Karlee Dunn Clr Bob Proudfoot Clr Luciano Casmiri Clr Selena Clancy Clr Brett Steele Clr Denise Kemp (Remotely) A
Meeting title and confirmation line
Open original minutes ↗Source record
Reporting from the supplied, unconfirmed minutes of Shoalhaven City Council’s Ordinary Meeting of 27 October 2026. The record carries a confirmation date of 24 November 2026, later than the 30 October 2026 source check, so confirmation is not established here.
Key facts from the minutes
- The supplied, unconfirmed minutes record Council’s adoption of the Unreasonable Customer Conduct Policy after its public exhibition.
- The policy was amended to include the Executive Leadership Team alongside the CEO for decision-making purposes.
- The CEO was authorised to implement supporting procedures, staff training and communication materials.
- The minutes record 13 votes in favour and none against.
- The decision was recorded as MIN26.398 under item CL26.271 on 27 October 2026.
Why it matters
- The amendment broadens the policy’s decision-making references from the CEO alone to the CEO and Executive Leadership Team.