Council complaints policy

Published: 08 Nov 2019 4:03pm

Wagga Wagga City Council is undertaking a review of its Complaints Handling Policy to create a clear policy position that allows it to positively and efficiently respond to feedback from residents.

The policy has been amended to ensure clarity and consistency across the complaints handling process, enabling residents to voice their concerns or dissatisfaction through an effective management system.

Community members are being invited to review the Policy, which is currently on Public Exhibition.

“We acknowledge there will be times when Council’s performance might not to be to the satisfaction of customers,” Manager Audit, Risk and Governance Ingrid Hensley said.

“The aim of this policy review is to make our complaints processes clear so that the community understands the way we define, enable and response to complaints.

“We want to make it easier for people to understand what a complaint is and how to make one, while also improving our ability as an organisation to facilitate a resolution.”

The review has been undertaken alongside ongoing process improvements, including an improved online complaint platform, identifying responsibilities and enhancing monitoring and reporting.

“Council is committed to ensuring residents can express dissatisfaction through an effective complaints management system,” Ms Hensley said.

“As part of this review, we are also working to ensure any complaint we receive through the system is dealt with courteously, examined fully and acted on within an appropriate time period.”

Councils deal with many different types of complaints, because of the diversity of services provided to the community, and the policy explains those various complaint categories and the processes attached to them.

“We’re hoping residents will engage with this policy and let us know how we can make our complaints handling processes more accessible and any other information they would like to see to support the policy,” Ms Hensley said.

“Through this feedback, there will be the opportunity for us to improve their experiences.”

The policy will remain on Public Exhibition until 27 November 2019, with members of the public invited to make submission until 10 December 2019.

To view the Draft Complaints Management Policy, search Public Exhibitions on the City of Wagga Wagga website.