Brimbank Council is seeking public feedback on our Draft Complaints Policy which details how customers can make a complaint and our processes to resolve complaints in a reasonable timeframe.
Our current Complaints Policy came into effect on 1 January 2022, however a recent review of our complaints management process identified the need to revise the existing policy to improve clarity, transparency and customer experience.
“We’re committed to best practice in complaints management so our customers have a positive experience when interacting with us,” said Brimbank Mayor Cr Bruce Lancashire.
“By analysing data on past complaints, we can identify opportunities to improve our service delivery and potentially prevent future complaints.”
This policy affirms the Council’s commitment to dealing with complaints as a core part of our business with clear and consistent processes by:
- enabling members of the public to make complaints about the Council
- responding to complaints by taking action to resolve them promptly, efficiently, impartially and courteously
- learning from complaints to improve our services.
The Draft Policy has a four tiered approach to complaint handling that comprises first-contact resolution, investigation (if necessary), and internal and external reviews.
“We want to cultivate a positive culture of complaints management so we can resolve issues in a fair, accessible, timely and professional manner,” said Cr Lancashire.
The consultation opens on Friday 3 November and closes on Friday 17 November 2023.
