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