Council Complaints Policy Generator for Australia

The Council Complaints Policy serves as a fundamental governance document for Australian local government authorities, establishing standardized procedures for managing community feedback and grievances. This policy is essential for councils to maintain transparency, accountability, and service quality while ensuring compliance with state and federal legislation. It becomes necessary when a council needs to formalize its complaint handling procedures, particularly in response to growing community expectations, legislative requirements, or as part of good governance initiatives. The policy typically includes detailed processes for complaint lodgment, investigation procedures, response timeframes, and appeal mechanisms, while also addressing privacy considerations and reporting requirements. It applies to all council operations and staff members who may be involved in complaint handling, from front-line customer service to executive management.

1. Purpose and Objectives: Outlines the aims of the policy and its intended outcomes in managing complaints effectively

2. Scope: Defines what constitutes a complaint and what matters are covered/not covered by this policy

3. Definitions: Clear explanations of key terms used throughout the policy

4. Legislative Framework: References to relevant legislation and regulatory requirements

5. Policy Statement: Council's commitment to effective complaint handling and service improvement

6. Principles: Core principles guiding complaint handling (e.g., fairness, accessibility, responsiveness)

7. Types of Complaints: Categories of complaints and their definitions

8. How to Make a Complaint: Clear instructions on complaint submission methods and required information

9. Complaint Handling Process: Step-by-step procedures for receiving, assessing, investigating, and resolving complaints

10. Timeframes: Expected response and resolution times for different types of complaints

11. Rights and Responsibilities: Expectations of complainants and council staff

12. Privacy and Confidentiality: How personal information will be handled and protected

13. Recording and Reporting: Methods for documenting complaints and reporting on trends

14. Review and Continuous Improvement: Process for policy review and using complaint data for service improvement