Complaint management policy

Our complaint management policy is intended to ensure we handle complaints fairly, efficiently and effectively.



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.
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