This consultation has now concluded - thank you for your participation. The final policy was adopted by Council on 26 July 2021 and can be found here.
Project background
From 31 May - 1 July 2021 we asked for feedback on our Draft Woollahra Complaints and Unreasonable Complainant Policy.
At Council, complaints are defined as an expression of dissatisfaction with Council's policies and procedures, quality of service, employees, fees and charges or follow-up communication.
This new draft policy outlines our approach to managing and handling complaints, states our obligations to the community and when finalised, will provide ongoing guidance to Council staff in their customer service practice. It also advises the community of the external bodies that can be contacted, in cases where they are dissatisfied with Council’s management of their complaint.
This new draft policy includes:
- The process that Council staff will follow to record, action and remedy complaints
- Commits to time frames for the management of complaints
- Defines unreasonable complainant conduct and outlines how Council will deal with unreasonable complainant conduct
- How customers can request a review of a response they are dissatisfied with.
Having this policy in place will:
- Enable us to effectively respond to issues raised by people making complaints
- Enhance public confidence
- Support the ongoing improvement of our services, systems, practices, procedures, products and complaint handling.
If you have any questions please contact Customer Service via 9391 7000 or records@woollahra.nsw.gov.au.
