Dealing with difficult situations and elector queries

Some voters may come to the polling station with a complaint about the election. 

Often the issue is related to political matters, or something outside of our control. If this is the case, you should advise them that you are impartial and that our role is only to ensure that everyone can cast their vote fairly. 

If they have a complaint regarding a Chelmsford City Council matter, inform them that you are not a Council employee and encourage them to contact our Customer Service Centre on 01245 606 606. 

If they have a complaint or concern regarding the administration of the election (e.g. they didn't receive their postal vote) you should listen to them and explain to them how we can help (we can reissue it for them before 5pm!). 

If necessary, you should take a difficult conversation to a private area. This may be a corner of the polling station or perhaps outside of the polling station. No member of staff should be alone in a room with a member of the public that you think may become aggressive.

Remember, you can always escalate the issue to us. If you are unsure of how to deal with their issue or you have done as much as you can to support the voter and they are still unhappy, then either your inspecting officer or the elections team can help.

If you have an issue that you think the police should be aware of then please let us know and we can engage with our dedicated police team. If there is an immediate risk you should always call 999 first. 

Elector Queries

Here are some suggested responses to the most common queries that voters ask at polling stations.

You can find more information on specific issues e.g. voter ID and eligibility to vote in this  election in the other modules of this training and in your polling station handbook.