Update

At the Council meeting on Monday 24 July 2023, the Customer Feedback & Complaints Management Policy was adopted by Council.

Our Customer Feedback & Complaints Management Policy is intended to:

• enable us to respond to issues raised by customers making complaints in a timely and cost-effective way.
• ensure that we handle complaints fairly, efficiently and effectively.
• boost public confidence in our administrative process, and
• provide information that can be used by us to deliver quality improvements in our services, staff and complaint handling.

The policy was also developed to assist all staff members to better manage unreasonable conduct by complainants (UCC). The policy allows staff to feel confident and supported in taking action to manage UCC. It also ensures our organisation acts fairly, consistently, honestly, and appropriately when responding to unreasonable conduct.

This review is part of our commitment to continuous improvement and demonstrating best practise when it comes to customer feedback and complaints.

Council appreciates the feedback we received from the community during the Public Exhibition period.

The final policy can be viewed on Council’s Codes, Policies and Registers page on the website.

Any additional feedback can be lodged by sending an email to mail@georgesriver.nsw.gov.au.

The Customer Feedback and Complaints Management Policy establishes a focused Customer Feedback and Complaints Management Framework to enable the handling of all forms of feedback in a consistent, fair and professional manner. Georges River Council is committed to providing excellent customer service and maintaining a healthy relationship with our customers.

Acknowledging and actioning feedback provides an opportunity for Council to support its mission to become a leading, people-focused organisation delivering outstanding results for our community and city. Georges River Council Complaint Management Policy is modelled off the Ombudsman’s framework which is considered the industry best practice model.

As part of our ongoing process improvements, we are currently conducting a review of our Customer Feedback & Complaints Management Policy to ensure we continue to provide the highest quality service and customer experience.

How to be involved

Community feedback is essential in helping guide us in our decision-making process. Your feedback will influence the choices we make when developing our plans and ensure we are on the right path to achieving and managing our community's overall vision. If you would like to provide feedback or comments on the Policy, we encourage you to:

	Complete our online feedback form. Use the links below to submit your online feedback, or
	Return a hard copy submission.

If you are returning a hard copy submission, please quote SF23/3030 Public Submission - Customer Feedback and Complaints Management Policy at the beginning of your submission and return:

	In person to Georges River Council Civic Centre or Libraries
	Via email: mail@georgesriver.nsw.gov.au
	Via post: PO Box 205, Hurstville BC NSW 1481

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• Voice Relay number: 1300 555 727
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