Complaints and feedback procedures

How we manage compliments and complaints and measure our success.

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Takeaways

  • We realise that sometimes, despite our best efforts, people may not be happy with the way we have performed a service.
  • The procedures provide a framework for the management of compliments and complaints and key measures to assess our success.
  • The complaints and feedback procedures aim to:
    • ensure the public's right to comment is protected and promoted
    • inform communities of the external and internal procedures for handling complaints and compliments
    • ensure that feedback received is handled in an appropriate, effective and systematic way allowing corrective actions to be put in place where necessary
    • increase the level of community satisfaction with our services and contribute to increased job satisfaction of employees.
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