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.

Council: Shoalhaven City Council

Meeting: 27/10/2026

Recorded status: approved


BRIEF

The supplied, unconfirmed minutes record Shoalhaven City Council’s unanimous adoption of its Unreasonable Customer Conduct Policy after public exhibition. The resolution amended references to the Chief Executive Officer to also include the Executive Leadership Team for decision-making purposes and authorised the CEO to implement supporting procedures, staff training and communication materials. The minutes do not specify the implementation timetable or reproduce the policy’s detailed coverage.


KEY FACTS

- 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.


ANALYSIS OF THE RECORD

- 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?


RECORDED NEXT STEPS

- 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.


SOURCE PASSAGES

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)

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)

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)


SOURCES

https://shoalhaven.infocouncil.biz/RedirectToDoc.aspx?URL=Open/2026/10/CL_20261027_MIN_18348.PDF

https://minutesradar.com/news/shoalhaven-infocouncil-ordinary-meeting-27-10-2026-27-10-2026-minutes-shoalhaven-policy-puts-ceo-and-leadership-team-in-customer-conduct-decisions/


Prepared from public council minutes using automated drafting and checks. No meeting attendance or interviews are implied. Check the original record and seek comment before republishing claims or analysis. Illustrations are generic, not depictions of actual projects.