LPSC places draft Complaint Management Policy on public exhibition

Published on 05 November 2021

The Liverpool Plains Shire Council has moved to place a draft Complaint Management Policy on public exhibition for a period of 28 days.

The Council is committed to delivering quality customer service and establishing processes that facilitate the provision of feedback from customers to ensure that it can continuously improve service delivery.

To this end, Council must maintain an effective and contemporary complaint management system enabling the organisation to correct errors, identify system improvements and promote fairness and integrity in its decision-making processes.

The draft Complaint Management Policy has been adapted from the Model Policy published by the NSW Ombudsman in 2015. Once adopted, the draft Policy will facilitate Council’s complaint management system.

The draft Policy clearly outlines the guiding principles to Council’s complaint handling process and clarifies that employees at all levels of the organisation are expected to be committed to fair, effective and efficient complaint handling.

Importantly, the draft Policy defines the organisation’s complaint management system, utilising the Ombudsman’s “three levels of complaint handling” model to ensure that most complaints can be resolved quickly at the frontline.

Once adopted by Council, training will be scheduled for key staff on Council’s complaint management requirements and processes. Training will enable consistent application and approach to complaint handling and resolution by Council officers.

Council’s General Manager Jo Sangster said by effectively handling and resolving complaints, Council is able to promote general trust and confidence. The draft Policy provides a framework for Council to manage complaints effectively, professionally and in a timely manner.

Community consultation is proposed to be undertaken by way of public exhibition of the draft Policy prior to adoption. The 28-day exhibition period will begin upon resolution of the recommendation to the ordinary council meeting (27 October 2021). During this period, members of the public may make submissions on the draft Policy.