Complaint management policy

Takeaways

Our complaint management system is intended to:

• enable us to respond to issues raised by people making complaints in a timely and cost-effective way
• boost public confidence in our administrative process
• provide information that we can use to improve our services and complaint handling.

A complaint is defined as an expression of dissatisfaction made to or about us, our services, employees or the handling of a complaint. This includes where a response or resolution is explicitly or implicitly expected, or legally required. Examples are:

• failure to achieve specified standards of service
• delay in responding
• behaviour or attitude of employees
• a Council decision or policy
• withdrawal or reduction of service.