Complaint Management Policy

Update

This consultation is now closed. A report was presented to Council on 17 October at which Council adopted the amended Complaint Management Policy.

For more information about Council meetings please visit our website.

Background

The City of Vincent is reviewing the Complaint Management Policy and would welcome your feedback.

At Vincent, we want to make it easy for our customers to do business with us in a way that works for them, so they feel welcomed and valued.

In 2022, we introduced our new Customer Service Charter to set out our commitment to customers and establish timeframes for customer requests.

The next step in this customer experience project is to update our complaints management policy and procedures to ensure that complaints are acknowledged promptly and courteously and investigated effectively and comprehensively, in a timely manner.

The Customer Service Complaints Management Policy (Policy) was adopted by Council in 2005.

A recent review of this policy has been carried out and a report was presented to Council in August. At this meeting, Council approved the proposed amendments to the draft Policy for the purposes of community consultation.

Policy details

The policy was established to guide the processing of complaints about service received from Employees or Elected Members to ensure they are acknowledged and investigated in a timely and efficient manner.

A number of changes to the policy are proposed to bring it in line with community expectations, as well as other City of Vincent policies related to Employee and Elected Member conduct.

Summary of proposed changes:

• Removal of administrative procedures.
• Renaming to Complaint Management Policy.
• Alignment with the Code of Conduct for Council Members, Committee Members and Candidates and the Elected Member Code of Conduct Behaviour Complaints Management Policy.
• Clarification around complaints related to employee conduct.

You can read the full draft policy by clicking on the link in the document library on this page.

Share your thoughts

This consultation has now closed.

If you have comments on the draft Complaint Management Policy, you can share them with us in the following ways:

• By completing the survey below
• By phone 9273 6000
• By email mail@vincent.wa.gov.au
• In person at the City of Vincent Administration Building, 244 Vincent Street (corner Loftus Street), Leederville (during business hours)
• In writing, by mail to PO Box 82, Leederville, 6902

Hard copy surveys are available on request.

Consultation closed 4.30pm Monday, 18 September 2023.

What will happen next?

After this consultation period closes, we will summarise the feedback and update the policy as required. A report will then be presented to Council for adoption of the amended policy.

Everyone who provides feedback will be notified when the policy is due to be considered by Council. Members of the public are welcome to attend the Council Briefing and Council Meeting to ask questions or comment on the proposal.

Information on this page is available in alternative formats on request.