We are reviewing our Complaints Policy and we want to hear from you.

What is the Complaints Policy?

It explains how we handle complaints, and a customer’s right to make a complaint.

Why are we reviewing the policy?

We want a positive culture around complaints. Reviewing our policy helps us:

  • find ways to improve our services
  • prevent future complaints.

Key points of the policy

The draft Complaints Policy has been based on the Victorian Ombudsman’s Guide Councils and Complaints: A Good Practice Guide 2nd Edition. The updated policy includes the following changes:

2.3 This policy excludes complaints governed by relevant legislation or acts subject to statutory review that are dealt with through separate mechanisms. The following list provides examples but is not exhaustive, and complaints falling under these must be handled according to their respective requirements:

  • Building Act 1993
  • Charter of Human Rights and Responsibilities Act 2006
  • Disability Discrimination Act 1992
  • Health Records Act 2001
  • Infringements Act 2006
  • Local Government Act 2020
  • Planning and Environment Act 1987
  • Privacy and Data Protection Act 2014
  • Public Health and Wellbeing Act 2008
  • The Australian Standard on Fraud and Corruption Control (AS 8001:2021)
  • The Child Wellbeing and Safety Act 2005
  • The Public Interest Disclosures Act 2012

2.4 This policy does not cover complaints against Councillors or the Chief Executive Officer.

2.5 This policy does not cover internal staff grievances, internal allegations of staff or contractor misconduct.

Draft Complaints Policy

Feedback

We would like your feedback on how we can ensure the policy is culturally and community-appropriate.