We are committed to providing our community with a fair, consistent and structured process when dissatisfied with a Council action, decision or service.
Emphasis will be placed on resolving complaints as quickly as possible, however where complaints cannot be settled in the first instance we will ensure they are dealt with through appropriate and more formal procedures by staff with the authority to make decisions.
The lessons we learn from investigating complaints will be used to inform service improvements.
Our principles for approaching complaint handling and internal reviews of Council decisions are:
|Fairness||Treating complainants fairly requires impartiality, confidentiality and transparency at all stages of the process.|
|Accessibility||To be accessible there must be broad public awareness about Council’s policy and range of contact options.|
|Responsiveness||This will be achieved by providing sufficient resources, well trained staff and review and improvement of the systems.|
|Efficiency||Customer requests will be dealt with as quickly as practical while adhering to this policy.|
|Integration||Integration of different areas of Council where the complaint overlaps functional responsibilities.|