Complaints process

We will receive your complaint

• Council captures the complaint details in the Council’s business systems.

Assess your complaint

• It will be determined whether your matter is a complaint or a service request.

• The complaint will then be sent to the Manager of the appropriate team to take the next step.

Within 48 hours of receiving correspondence

Acknowledge your complaint

• The Manager or delegate will contact you to acknowledge that we have received the complaint. They will:

• Listen to and acknowledge your concern.
• Set expectations regarding the investigation process, timeframe and outcomes.
• Ask questions to clarify any misunderstandings or gaps in knowledge.

Within 48 hours of receiving correspondence

Action your issue

• The Manager or delegate and take the steps necessary to rectify the issues, keeping you informed.
• Where appropriate, involve you in deciding what the solution should be.

In accordance with the agreed timeframes and service standards

Resolve your complaint

• The Manager will decide whether the complaint is valid and advise you of the outcome.

As soon as the action is taken

Improve our service

• The Manager or delegate will share the story with their team and discuss opportunities for improvement. They will also:
  • Provide feedback to third parties where appropriate.
  • Put steps in place to prevent issues from reoccurring.

Once the complaint is resolved