Council is committed to providing a high standard of customer service and developing good relationships with our customers. We strive to deliver a great customer service experience across all interactions with our organisation.
Interactions with our customers is diverse and comes in many forms, either in person at our customer service centres or online. This includes through public consultations, requests for service, feedback, compliments and complaints.
About the draft policy
Council’s Draft Complaint and Unreasonable Behaviour Policy describes how we enable, respond to and learn from complaints, feedback and compliments from our customers. The draft policy sets out to improve the complaint process and has adopted a four-tiered approach in line with the Victorian Ombudsman’s recommendation and best practice.
The draft policy also describes how Council will handle and manage unreasonable behaviour and the approach that will be taken. It identifies the types of unreasonable behaviour and strategies that Council will implement.
Submissions
Thank you to everyone who provided feedback during the consultation period in early 2024.
Policy adopted
The Complaint and Unreasonable Behaviour Policy was adopted at the 22 May 2024 Council Meeting.
