Complaint Management Policy

Consultation has concluded

You’re invited to comment on the draft Complaint Management Policy before Thursday 30 May 2019.

How Council deals with community and customer complaints is reviewed at least once each Council term allowing Council’s policy to remain up-to-date and relevant to the needs of the community.

The Complaints Management Policy provides details of how complaints are managed by Council, including;

  • what the community can expect when providing feedback or making a complaint
  • the principles used to guide the management of complaints
  • how different types of complaints are dealt with
  • internal review process should a person making a complaint be dissatisfied
  • confidentiality
  • records management of feedback and complaints

The Complaints Management Policy and associated procedures provide clear guidance to council officials (staff) on how to manage a complaint allowing Council to respond to community and customer needs and promoting transparency and accountability.

Making a Submission

View the policy and report and submit your comments before Thursday 30 May 2019:

  • by completing a submission survey below; or
  • in writing to the General Manager at Willoughby City Council, PO Box 57, Chatswood NSW 2057; or
  • email to email@willoughby.nsw.gov.au

Please note all submissions are public documents and may be made available or reproduced in Council reports.

Enquiries: Eva Martinez, Policy and Submissions Specialist on 9777 1000

You’re invited to comment on the draft Complaint Management Policy before Thursday 30 May 2019.

How Council deals with community and customer complaints is reviewed at least once each Council term allowing Council’s policy to remain up-to-date and relevant to the needs of the community.

The Complaints Management Policy provides details of how complaints are managed by Council, including;

  • what the community can expect when providing feedback or making a complaint
  • the principles used to guide the management of complaints
  • how different types of complaints are dealt with
  • internal review process should a person making a complaint be dissatisfied
  • confidentiality
  • records management of feedback and complaints

The Complaints Management Policy and associated procedures provide clear guidance to council officials (staff) on how to manage a complaint allowing Council to respond to community and customer needs and promoting transparency and accountability.

Making a Submission

View the policy and report and submit your comments before Thursday 30 May 2019:

  • by completing a submission survey below; or
  • in writing to the General Manager at Willoughby City Council, PO Box 57, Chatswood NSW 2057; or
  • email to email@willoughby.nsw.gov.au

Please note all submissions are public documents and may be made available or reproduced in Council reports.

Enquiries: Eva Martinez, Policy and Submissions Specialist on 9777 1000

Draft Complaint Management Policy Survey

Consultation has concluded