Complaints and feedback procedures

Procedures statement

The City of Sydney is committed to delivering quality customer service and communicating effectively with our community.

We realise that sometimes, despite our best efforts, people may not be happy with the way we have performed a service.

The City's complaints and feedback procedures provide a framework for the management of both compliments and complaints and the key measures we will use to assess our success.

The complaints and feedback procedures aim to:

  • ensure the community's right to comment is protected and promoted
  • inform the community of the external and internal procedures for the handling of 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 Council services and in turn contribute to increased job satisfaction of staff.

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Last updated: Wednesday, 15 April 2015