4 March 2024: Submissions have now closed for this draft policy - thank you to those who provided feedback. The draft policy will be reviewed and progress for adoption at a future Council meeting.

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.

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.