Draft Feedback and Complaints Management Policy

The draft Feedback and Complaints Management Policy was open for consultation from 20 June to 19 July 2022.

No submissions were received.

Please view the Council Report from 17 August 2022 Ordinary Meeting of Council by clicking here.

The Feedback and Complaints Management Policy was adopted by Council on 17 August 2022 and can be viewed on Council's website by clicking here.

Council’s existing Complaints Handling Policy was adopted on 31 January 2014 and a review of the policy has now been undertaken. The revised Feedback and Complaints Management Policy has been updated to ensure that Council officials and the community are aware of their obligations and responsibilities with respect to feedback and complaints management.

A review of the existing Complaint Handling Policy has been undertaken and a number of amendments are proposed to bring the policy into line with the NSW Ombudsman’s model policy for complaint handling. The review included benchmarking against other NSW Councils’ policies.

The revised Feedback and Complaints Management Policy has been substantially amended to reflect the policy statements in the NSW Ombudsman model policy on complaint handling concerning facilitation of complaints and responding to complaints. The revised policy also incorporates the broader term “feedback”, which includes complaint, compliment and suggestion handling. In addition, the revised policy details the various channels to lodge feedback and covers accountability and learning.

On 15 June 2022, Council resolved

THAT:

1. The revised Feedback and Complaints Management Policy be placed on public exhibition for a period of twenty-eight (28) days and submissions be invited from the public.

2. The scope for the draft Feedback and Complaints Policy be amended to include the following statement: “Council’s Feedback and Complaints Policy forms part of Council’s broader complaints management framework which includes:

• Managing Unreasonable Conduct by Complainants Policy
• Code of Conduct and Procedures for the Administration of Code of Conduct
• Public Interest Disclosure Policy
• Council’s independent Internal Ombudsman service."

3. A further report be submitted to Council following the conclusion of the public exhibition period.

Have your say by 4.30 pm Tuesday 19 July 2022.

• Check out the Council report and the Draft Feedback and Complaints Management Policy in the document library.
• Complete an online submission form , send your thoughts to mail@wsc.nsw.gov.au or post to PO Box 141, Moss Vale 2577 to be received by 4.30 pm Tuesday 19 July 2022.

Ask us a question below or contact the Corporate Strategy and Governance Team on 02 4868 0888