Background
The purpose of the Complaints Handling Policy (“the Policy”) is to outline how Latrobe City Council (“Council”) manages complaints.
Council is committed to responsive complaint handling and creating a culture that encourages feedback and resolves customer complaints in order for the organisation to mature, learn and improve services.
Council recognises that members of the public have the right to complain and have their complaints handled objectively, in a systematic, responsible and fair manner.
Objectives
The Policy aims to:
- Implement an open and transparent complaint handling system.
- Enhance the relationship between Council and its customers and members of the public.
- Establish our timeframes for resolving complaints.
- Clarify the roles and responsibilities of Council staff.
- Ensure there are appropriate pathways for dealing with challenging or unreasonable behaviour.
- Provide a safe and secure environment to conduct business in a respectful and professional manner.
Pursuant to Section 107 of the Local Government Act 2020, Council is required to develop and maintain a Complaints Policy that includes processes outlined in the Act. The Policy satisfies that requirement.
Scope
Dealing with complaints is a core part of Council business. We value complaints and feedback and encourage people to contact us when they have a concern with our services, actions, decisions and policies. We are committed to:
- Enabling members of the public to make complaints and provide feedback.
- Responding to complaints by take action to resolve complaints as quickly as possible, wherever practicable.
- Learning from complaints to improve our services.
We treat every complaint received on its individual merits through clear and consistent processes.
The Policy applies to all Council staff. The Policy also extends to Council contractors and volunteers, to the extent provided for in their contract and/or agreement with Council.
Any complaints received about Council contractors and/or volunteers will be handled in accordance with the Policy and/or relevant contractual requirements. Where Council outsources its work to a contractor, Council Officers are responsible for responding to the complaint.
The Policy does not apply to decisions or processes that have separate statutory or other legislative appeal processes.
Examples of service areas in which there are separate statutory or legislative appeal processes include, but are not limited to:
- Complaints relating to a planning application or decision.
- Complaints relating to parking or local law infringements.
- Complaints relating to building, health and food services.
- Complaints relating to a Councillor when not performing his/her role as a Councillor.
- Complaints alleging fraud, corruption or other criminal behaviour.
- Freedom of Information requests.
- Work related grievances from Council Staff (i.e. complaints relating to their employment).
- Complaints already reviewed by an external agency.
Council recognises these complaints are still valid from a community perspective, however these will be managed separately from the complaint handling policy and will not be investigated as part of the Policy.
Any complaints relating to the level of service provided will be handled according to the Policy.
Where a complaint is outside Council’s service responsibility, we will endeavour to direct the complainant to the appropriate authority or service provider.
Further Information
View the full policy: