Complaints Handling Policy adopted

A Complaints Handling Policy has been adopted by Cessnock City Council to increase community understanding of how Council handles complaints and to improve customer experience.  

Council’s General Manager, Lotta Jackson said the adoption of the Policy is positive for both the community and staff, with it allowing for better transparency.  

“We now have a centralised document outlining Council’s commitment to effectively and proactively managing complaints. We want our residents to have clear guidance and timeframes for a response when making a complaint.”  

“We’re committed to continuous improvement and will continue to look for opportunities to create efficiencies for our community.”  

Under the Policy customers who aren’t satisfied with the outcome of an enquiry have other avenues to seek further action from Council. This may include Council’s response being reviewed internally ensuring all the required steps have been satisfied in assessing and addressing the complaint.  

A complaint is an expression of dissatisfaction made to or about Council, Council services, Council staff or the handling of a complaint where a response or resolution is explicitly or implicitly expected or legally required.  

The Policy promotes a high standard of customer service in all areas of Council’s operations. It recognises the importance of the feedback provided by the community. Key areas covered in the Policy include responsiveness, making a complaint, and roles and responsibilities.  

The Policy aligns with the NSW Ombudsman’s Complaints Management Framework and Effective Complaint Handling Guidelines, as well as the Office of Local Government Managing Complaints about Local Councils Policy and Procedures for Management Complaints about Local Councils.  

To view the Policy visit www.cessnock.nsw.gov.au/council/policies/codes.

 1/13/2020