We are reviewing our Community Requests, Complaints & Feedback Policy and need your feedback.

On this page: Revising our policy / Have your say / Documents

Drafting our Community Requests, Complaints & Feedback Policy

Policies can be complicated, but essentially they provide the operational framework within which Council functions and guides decision-making of Council Members and administration.

View Council policies

Our draft Community Requests, Complaints & Feedback Policy complies with our legislative requirements under the Local Government Act 1999 and ensures we appropriately receive reasonable requests for service, complaints and feedback in a timely, effective and fair way.

Interacting with, and providing services to, our community is a key component of our operations. We encourage community feedback (both positive and negative) to assist in the constant improvement of our services and operations.

We currently have 3 policies due for review:

• Requests for Services Policy
• Complaints Handling Policy
• Internal Review of Council Decisions Policy

To simplify our processes and provide clear direction for our community on Council’s approach to these matters in an easy, accessible way, we are proposing to combine these policies.

Read the draft policy

What has been changed?

To make our policies easier to understand we are updating how our policies are formatted. Our draft Community Requests, Complaints & Feedback Policy may look different to some of our older policies you might have read.

A major change to Council’s process will be the accepted method for requests, complaints and feedback, including in-person, phone, email, social media communication, My Local Services app and Council’s website.

We have also clarified response times for requests, feedback and complaints that may not have been easy to understand in the original policies.

What can be changed?

Some parts of the draft revised policy can’t be changed, such as the requirements of internal reviews of decisions that are outlined in the Local Government Act 1999.

We can decide on:

• Accepted methods of communication (between the community and Council)
• Information required to submit a request, complaint or feedback (excluding internal review of decision applications)
• Additional key considerations for making a request for service, complaint or feedback to Council
• Minimum (or maximum) timeframe for response for a request for service, complaint or feedback
• Requirements for how Council actions feedback (both positive and negative)
• Any other relevant additions

All relevant feedback will be considered and may change wording to the final policy, or reflected in our internal processes.

Documents

• Current Requests for Services Policy
• Current Complaints Handling Policy
• Current Internal Review of Council Decisions Policy
• Draft Community Requests, Complaints & Feedback Policy