Complaints Management

The purpose of this policy is to:

  • define a complaint
  • document the process adopted by the City for handling complaints.
  • ensure that complaints received are dealt with in an appropriate manner, in accordance with the City's Customer Service Charter; and its legal responsibilities under Section 339F of the Local Government Act 1993.
  • ensure consistency in complaint management
  • improve our service delivery by analysing complaint data
  • provide a benefit for Council officers and the community
  • provide a concise statement on the rationale for the procedure.
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