Thank you to everyone who gave us their feedback on the draft Complaints Policy.

Council has adopted the Complaints Policy, which was developed in line with the Local Government Act 2020, the Victorian Ombudsman’s recommendations, and your feedback. The policy aims to ensure the fair, consistent, and objective management of customer complaints.

Please click here to access the adopted Complaints Policy.

Thank you to everyone who had their say on the draft Complaints Policy.

Feedback on the draft policy is now closed.

• Council will consider all feedback before finalising the policy.
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Complete the survey below to help shape this important policy. The draft Complaints Policy aims to ensure customer complaints made to Council are handled fairly, consistently and objectively.

Read the Draft Complaints Policy here (PDF, 178 KB)

• Feedback closes: Tuesday 28 September, 5pm
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• Council has developed a draft Complaints Policy, which is now available for you to review.
• The draft policy has been developed in line with the requirements of the Local Government Act 2020 and formal recommendations made by the Victorian Ombudsman. For more information on the ombudsman's recommendations please refer to its guide - Councils and complaints - a good practice guide 2nd edition.
• The draft policy is a formal expression of Council’s commitment to providing a fair, transparent and consistent process for our customers when they wish to make a complaint.
• The current Customer Service Charter and Complaints Handling Procedure will remain in place until the new Complaints Policy is adopted by Council.
  

All submissions on the draft Complaints Policy must be received by Council by Tuesday 28 September 2021, 5pm.

• Submissions received will be considered by Council, in line with the requirements of the Local Government Act 2020 and the Victorian Ombudsman’s recommendations.
• After considering all submissions and making any resulting amendments to the draft, Council will adopt the Complaints Policy at an Ordinary Council Meeting on Monday 15 November 2021.