1.

12 COUNCIL

POLICY NO: POLICY:

1.12 Complaints Handling Procedures

1.12

Complaint Handling Procedures
1. The Complaint Handling Procedure will be generally in accordance with the Local Government Complaint Procedure – Guidelines for Effective Complaint Handling, prepared and published by the Western Australian Municipal Association. Complaints will be dealt with quickly to ensure satisfaction. Responses must be comprehensive and deal with all the issues contained in the complaint. The response must be accurate because an inaccurate response undermines the credibility of the organisation. Front line staff responsible for trying to resolve grievances will have skills, training and ability in communication and customer contact work. Appropriate training will be provided. Complaints will be handled on a tiered or staged approach i) Front Line Complaint Handling Staff empowered with clear delegations to resolve complaints wherever possible at first contact Staff log complaint details for later analysis Internal Review or Investigation More senior staff reviews/investigates unresolved complaints

2. 3.

4.

5.

ii)

Adopted: Reviewed:

26th May 1999 23rd May 2001; 24th April 2002; 14th June 2006

Policy Manual

Shire of Donnybrook/Balingup

1.12 COUNCIL
iii) Review Committee (optional) Informal hearing before Committee comprising senior staff, elected member and community representative. Independent Review Still unresolved complaints referred externally eg: Alternative dispute resolution procedure (such as mediation) tried Complaint referred to external complaint agency (such as Ombudsman) Complainant informed of appeal procedure or other legal remedy.

iv)

6.

All complaints will be regarded seriously and will be dealt with in the shortest possible time, and every endeavour will be made to resolve complaints satisfactorily.

General “A complaint is an expression of dissatisfaction, however made, about the standard of service, actions or lack of action by the Council or its staff, affecting an individual customer or group of customers”. Complaints are not: • • • requests for services; requests for information or explanation of policies or procedures; or lodging of an appeal in accordance with a standard procedure or policy.

Adopted: Reviewed:

26th May 1999 23rd May 2001; 24th April 2002; 14th June 2006

Policy Manual

Shire of Donnybrook/Balingup

COMPLAINT REPORT FORM

Shire of Donnybrook/Balingup

No:______________

“A complaint is an expression of dissatisfaction, however made, about the standard of service actions or lack of action by the Council or its staff, affecting an individual customer or group of customers” Administratio n Building Footpaths Other If other please specify _______________________________________________________________ Health Libraries Parks & Gardens Planning Rangers Rates Recreation Roads & Streets Waste

Details of Complaint:
Received in person/telephone/facsimile/writing

Acknowledgment Required: YES/NO

Name of complainant: ______________________________________________________________________ Contact Phone No. __________________________Fax No. _________________________ Address: ________________________________ Suburb _________________ P/C______ Details of complaint:_______________________________________________________________

Signature: Receiving Officer’s Name & Ttle: _________________________________________ Date: _____/_____/____ (Please Print)

Adopted: Reviewed:

26th May 1999 23rd May 2001; 24th April 2002; 14th June 2006

Policy Manual

Shire of Donnybrook/Balingup

1.12 COUNCIL
First Tier
Complaint resolved Yes/No

Action taken: ______________________________________________________________________

Comments: ______________________________________________________________________

Second Tier
Officers Name & Title: ______________________________________________________________________ Complaint resolved Yes/No

Action Taken: ______________________________________________________________________

Comments: ______________________________________________________________________

Third Tier (Optional)
Officers Name & Title: ______________________________________________________________________ Complaint resolved Action Taken: Yes/No

__________________________________________________________

Comments:

__________________________________________________________

Adopted: Reviewed:

26th May 1999 23rd May 2001; 24th April 2002; 14th June 2006

Policy Manual

Shire of Donnybrook/Balingup

1.12 COUNCIL
Fourth Tier
Officers Name & Title: ______________________________________________________________________ Complaint referred to: ______________________________________________________________________ Comments: ______________________________________________________________________ ______________________________________________________________________

Final Review by Chief Executive Officer
Name & title: ______________________________________________________________________ Comments:______________________________________________________________ ______________________________________________________________________ Resolved to the satisfaction of the complainant: Original copy to Records Department: Yes/No Yes/No

Procedure for Handling the Complaint Report Form
Upon receipt of the Complaint Report Form the Officer receiving the request shall: 1. 2. 3. 4. 5. 6. 7. 8. Ensure all details have been entered correctly on the form. Write his/her name, title and date in the space provided. Given the Complainant a duplicate copy of the form for their record purposes. Forward the original to the Records Section for recording and allocation of a file number. Where the complaint has not been resolved forward the complaint for consideration at the next level. Where appropriate the CEO to allocate an appropriate Officer to investigate the complaint and respond as necessary. The CEO to sign off complaint if satisfied with the action taken and return the form to the Records Section for filing. The Records Section to monitor progress and advise the CEO 10 days after receipt of the Complaint Report Form if no action has been taken by the action officer.

Adopted: Reviewed:

26th May 1999 23rd May 2001; 24th April 2002; 14th June 2006

Policy Manual

Shire of Donnybrook/Balingup