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Council endorses new complaints policy

Council endorses new complaints policy

Thursday, December 09, 2021

A new complaints policy endorsed by Council on 6 December will enable Council to better use customer feedback to shape improvements to its services.

The policy, which was recently open for community feedback, outlines the steps council will take to investigate and resolve complaints.

Administrator Chris Eddy said the new policy reinforced Council’s commitment to listening to its community.

“When providing a wide of services to our community, sometimes our service falls short, or we make a mistake. This policy puts in place an open and transparent customer complaint process,” he said.

“Customer feedback, including complaints, provides an opportunity for process improvements.”

“By listening and responding, we have the opportunity to continue to do better in our services, actions, decisions and policies.”

The City of Whittlesea Complaints Policy outlines a commitment to being accessible and responsive, establishes timelines and processes for resolution and creates a culture that encourages feedback.

The policy can be viewed on Council’s website at