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Council Complaints Policy

Council Complaints Policy Template for New Zealand

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Key Requirements PROMPT example:

Council Complaints Policy

"I need a Council Complaints Policy for a small regional council in New Zealand, with specific emphasis on Māori consultation processes and handling complaints from remote communities."

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Document background
The Council Complaints Policy serves as a foundational document for New Zealand local authorities in managing and resolving public grievances effectively. It is designed to meet the requirements of the Local Government Act 2002, the Ombudsmen Act 1975, and other relevant New Zealand legislation while providing clear guidance for both staff and the public. The policy ensures consistency in complaint handling, promotes transparency and accountability, and helps maintain public trust in local government operations. It includes detailed procedures for complaint submission, investigation, and resolution, as well as specific provisions for different types of complaints and complainants. This document is essential for councils to demonstrate their commitment to public service excellence and continuous improvement through effective feedback management.
Suggested Sections

1. Purpose and Scope: Defines the purpose of the policy and what types of complaints it covers/doesn't cover

2. Definitions: Clear definitions of key terms including what constitutes a complaint, complainant, and service request

3. Principles: Core principles governing complaint handling including fairness, accessibility, responsiveness, efficiency, and privacy

4. Rights and Responsibilities: Outlines rights of complainants and council's responsibilities in handling complaints

5. How to Make a Complaint: Clear instructions on various channels and methods for submitting complaints

6. Complaint Handling Process: Step-by-step process for how complaints are received, assessed, investigated, and resolved

7. Timeframes: Standard response and resolution timeframes for different types of complaints

8. Privacy and Confidentiality: How personal information and sensitive data will be handled and protected

9. Recording and Reporting: How complaints are documented, tracked, and reported

10. Review and Escalation: Process for reviewing decisions and escalating unresolved complaints

Optional Sections

1. Unreasonable Complainant Conduct: Guidelines for managing challenging behaviors and vexatious complaints

2. Special Requirements: Procedures for handling complaints from people with special needs or requiring additional assistance

3. Social Media Complaints: Specific procedures for handling complaints received through social media channels

4. Anonymous Complaints: Process for handling anonymous complaints and when they will/won't be investigated

5. Competitive Neutrality Complaints: For councils engaged in business activities, handling complaints about competitive advantages

6. Cultural Considerations: Specific provisions for handling complaints from Māori and other cultural groups

Suggested Schedules

1. Complaint Form Template: Standard form for lodging complaints

2. Complaint Assessment Matrix: Tool for assessing complaint severity and priority

3. Response Templates: Standard templates for acknowledging and responding to complaints

4. Process Flowchart: Visual representation of the complaint handling process

5. Contact Information: List of relevant contact points and external agencies

6. Service Standards: Detailed service standards and performance indicators for complaint handling

7. Complaint Categories: Detailed breakdown of different complaint categories and their handling requirements

Authors

Alex Denne

Head of Growth (Open Source Law) @ Genie AI | 3 x UCL-Certified in Contract Law & Drafting | 4+ Years Managing 1M+ Legal Documents | Serial Founder & Legal AI Author

Linkedin in social icon imageX social icon image
alex.den.21@genieai.co
Relevant legal definitions
Complaint
Complainant
Council
Service Request
Feedback
Serious Complaint
Vexatious Complaint
Anonymous Complaint
Unreasonable Complainant Conduct
Resolution
Escalation
Investigation
Working Day
Acknowledgement
Appeals Process
Ombudsman
Personal Information
Privacy Breach
Natural Justice
Mediation
First Response Resolution
Complex Complaint
Statutory Complaint
Staff Member
Designated Officer
Complaint Handler
Senior Management
Elected Member
Third Party
Remedial Action
Alternative Dispute Resolution
Confidential Information
Response Time
Service Level Agreement
Root Cause Analysis
Clauses
Purpose and Objectives
Scope and Application
Definitions
Policy Principles
Rights and Responsibilities
Confidentiality and Privacy
Accessibility
Assessment and Prioritization
Investigation Procedures
Resolution and Remedies
Recording and Reporting
Review and Appeals
Timeframes
Communication Standards
Staff Training and Support
Data Protection
Quality Assurance
Performance Monitoring
Cultural Considerations
Special Circumstances
External Referrals
Document Management
Policy Review
Compliance Requirements
Dispute Resolution
Procedural Fairness
Accountability Measures
Resource Allocation
Risk Management
Continuous Improvement
Relevant Industries

Local Government

Public Administration

Community Services

Infrastructure

Environmental Services

Cultural Services

Recreation and Sports

Urban Planning

Waste Management

Public Transport

Relevant Teams

Customer Service

Legal and Compliance

Corporate Services

Communications

Community Engagement

Quality Assurance

Risk and Governance

Administrative Services

Public Relations

Operations

Strategy and Policy

Relevant Roles

Chief Executive Officer

Customer Service Manager

Complaints Officer

Quality Assurance Manager

Community Engagement Officer

Council Secretary

Legal Compliance Officer

Service Delivery Manager

Risk and Governance Manager

Public Relations Manager

Customer Experience Officer

Administrative Services Manager

Department Heads

Front Desk Staff

Communications Officer

Industries
Local Government Act 2002: Primary legislation governing the operation of local authorities in New Zealand, setting out principles of local democracy, accountability, and the role of local government in promoting community wellbeing
Ombudsmen Act 1975: Establishes the role of the Ombudsman who can investigate complaints about local government administrative decisions and processes
Privacy Act 2020: Governs how councils must collect, store, use, and disclose personal information in the complaints process
Human Rights Act 1993: Ensures complaints procedures are non-discriminatory and protect human rights in council services and processes
Local Government Official Information and Meetings Act 1987: Regulates access to official information held by local authorities and ensures transparency in complaint handling
Protected Disclosures (Protection of Whistleblowers) Act 2022: Provides protection for employees making serious wrongdoing complaints about council activities
Local Government (Rating) Act 2002: Relevant for complaints related to rating and property taxation matters
Public Records Act 2005: Governs how complaints records must be created and maintained by councils as public records
Teams

Employer, Employee, Start Date, Job Title, Department, Location, Probationary Period, Notice Period, Salary, Overtime, Vacation Pay, Statutory Holidays, Benefits, Bonus, Expenses, Working Hours, Rest Breaks,  Leaves of Absence, Confidentiality, Intellectual Property, Non-Solicitation, Non-Competition, Code of Conduct, Termination,  Severance Pay, Governing Law, Entire Agreemen

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