Complaint management policy

The objective of this policy is to outline Council’s commitment to an efficient and effective complaints management system that:

  • is customer focussed;
  • is consistent, fair and equitable;
  • values customer feedback; and
  • facilitates continuous improvement.

This policy, together with the related procedures, fulfils Council’s statutory obligations for dealing with administrative action complaints and competitive neutrality complaints in accordance with s268 and s48 of the Local Government Act 2009 respectively.