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.