Council improves transparency with updated Complaints Management Policy
Burdekin Shire Council adopted an updated Complaints Management Policy at Tuesday’s ordinary Council meeting.
Burdekin Shire Council adopted an updated Complaints Management Policy at Tuesday’s ordinary Council meeting in a bid to ensure complaint handling by staff reflected the organisation’s commitment to customer service excellence.
The Complaints Management Policy was first adopted in 2012, reviewed in 2017 and has been further updated to include recommendations from the Queensland Ombudsman’s Office for best practice.
Burdekin Shire Council Acting CEO Nick O’Connor said the document outlined a fair and equitable process for managing complaints and included clear guidance on how complaints would be handled from inception through to resolution.
“The Burdekin Shire Council Complaints Management Policy demonstrates Council’s commitment to customer service excellence. From time to time, people may be dissatisfied with Council’s service or a decision, and the Policy ensures these matters are handled in a professional and transparent manner,” Mr O’Connor said.
“By reviewing this document regularly, Council is ensuring we are responsive, proactively providing information in the public interest and improving the methods of service delivery to the community based on innovation and feedback.
“As part of the policy review process, staff benchmarked current complaints practices against other Councils and sought guidance from the Queensland Ombudsman’s Office.”
Council’s updated Complaints Management Policy is now available here.