Draft Complaints Handling policy

About the policy

The policy outlines the Council's commitment to providing outstanding customer service to the community and sets out a complaints management framework.

The purpose of the policy is to:

  • Handle complaints fairly, efficiently and effectively
  • Enable Council to respond to customer complaints in a timely and cost-effective way
  • Increase public confidence in Council's administrative processes
  • Outline Council's management of unreasonable complainant conduct
  • Outline the relevant external agencies for referral of serious breaches/complaints
  • Provide information that can be used to deliver quality improvements in our services, staff conduct and complaints handling


More Information

Read the draft Complaints Handling policy

View Council Report


Have your say

You are invited to provide feedback on the draft Complaints Handling policy.

  • Online, using the submission form below
  • By mail, addressed to Inner West Council, PO Box 14, Petersham 2049. Please mark your submission 14/5617 draft Complaints Handling policy - Public Exhibition

Last day to provide feedback is Wednesday, 9 November 2018.


What happens next?

The feedback received will be incorporated into the final policy which will be considered by Council for adoption at a meeting. All those who provided feedback will be advised when the policy will be considered by Council.

About the policy

The policy outlines the Council's commitment to providing outstanding customer service to the community and sets out a complaints management framework.

The purpose of the policy is to:

  • Handle complaints fairly, efficiently and effectively
  • Enable Council to respond to customer complaints in a timely and cost-effective way
  • Increase public confidence in Council's administrative processes
  • Outline Council's management of unreasonable complainant conduct
  • Outline the relevant external agencies for referral of serious breaches/complaints
  • Provide information that can be used to deliver quality improvements in our services, staff conduct and complaints handling


More Information

Read the draft Complaints Handling policy

View Council Report


Have your say

You are invited to provide feedback on the draft Complaints Handling policy.

  • Online, using the submission form below
  • By mail, addressed to Inner West Council, PO Box 14, Petersham 2049. Please mark your submission 14/5617 draft Complaints Handling policy - Public Exhibition

Last day to provide feedback is Wednesday, 9 November 2018.


What happens next?

The feedback received will be incorporated into the final policy which will be considered by Council for adoption at a meeting. All those who provided feedback will be advised when the policy will be considered by Council.

Submission form number 14/5617

Tells us your thoughts on the draft Complaints Handling policy. Please try and be as specific as possible in your answer.

Do you support the draft Complaints Handling policy? * required

Your contact details

Your personal details are kept confidential and only used for reporting purposes and keeping you informed.

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