Brimbank council is seeking public feedback on its Draft Complaints Policy following a recent review of council’s complaints management process.
Council said the review identified the need to revise the existing complaints policy to improve “clarity, transparency and customer experience.”
The draft policy has a four tiered approach to complaint handling that comprises first-contact resolution, investigation (if necessary), and internal and external reviews.
Council said it will endeavour to resolve complaints on the same day they are lodged. However, if a complaint cannot be resolved, it will be referred on to the appropriate area for further investigation.
Council said within five business days, an acknowledge receipt of the complaint will be issued, and within 30 business days council will investigate and resolve the standard or escalated complaint and advise the complainant of the outcome.
Brimbank mayor Bruce Lancashire said council is committed to best practice in complaints management to ensure customers have a positive experience when interacting with council.
“By analysing data on past complaints, we can identify opportunities to improve our service delivery and potentially prevent future complaints,” he said.
“We want to cultivate a positive culture of complaints management so we can resolve issues in a fair, accessible, timely and professional manner.”
To provide feedback, visit www.yoursay.brimbank.vic.gov.au. The consultation closes on Friday, November 17.
