TABLE OF CONTENTS Details Page Overview 3 Aims & Objectives Our Values Scope 4 Communicating the Procedures Feedback Staff Complaints Policy Service Guarantee 5 Training & Resources Compliments Definition of a Complaint How to Lodge a complaint 6 Our Complaint Handling Model 8 Responsiveness Confidentiality 9 Anonymous Complaints Unreasonable Customer Conduct 10 Monitoring & Reporting on Trends Accountability 11 Referral to External Agencies Statutory Obligations to Refer to External Agencies Statutory Complaint Handling Obligations 12 Council’s Complaints under the Code of Conduct Complaints about Privacy Breaches Competitive Neutrality Complaints 13 Statutory Obligations to Provide Access Council’s Requesting access to documents Right to attend Council meetings External Agencies Laws & Standards 14 Related Policies & Procedures Approval Review
TABLE OF CONTENTS Details Page Overview Aims & Objectives Our Values 3 Scope Communicating the Procedures Feedback Staff Complaints Policy 4 Service Guarantee Training & Resources Compliments Definition of a Complaint 5 How to Lodge a complaint 6 Our Complaint Handling Model Responsiveness 8 Confidentiality Anonymous Complaints 9 Unreasonable Customer Conduct Monitoring & Reporting on Trends 10 Accountability Referral to External Agencies Statutory Obligations to Refer to External Agencies 11 Council’s Statutory Complaint Handling Obligations Complaints under the Code of Conduct Complaints about Privacy Breaches 12 Competitive Neutrality Complaints Council’s Statutory Obligations to Provide Access Requesting access to documents Right to attend Council meetings External Agencies 13 Laws & Standards Related Policies & Procedures Approval Review 14
2014-161466-Documentation-Complaints-and-Feedback-Procedures.docx