Complaint Management Policy

At it's Ordinary Council Meeting of 27 October 2009, Council adopted a new Complaint Management Policy.

The Complaints Management Policy was created under the guidelines of the NSW Obudsman "Good Conduct and Administrative Practice Guidelines for State and Local Government" and the Department of Local Government Practice Note No 9 "Complaints Management in Councils" to establish a consistent and transparent process for receiving, investigating and resolving complaints.

The policy provides guidance on the following:

The definition of a complaint;
An explanation of how, where, when and to whom complaints should be made;
A three tiered system on how Council officers should deal with complaints;
How complaints are recorded in Council's corporate systems;
A 'Complaint Form' for easy processing (also available on Council's website under Council Forms);
Possible remedies when dealing with complaints.