Complaints and Feedback Management Policy
Central Coast Council revised the Complaints and Feedback Management Policy and the draft was on exhibition between 7 October and 7 November 2021. The Complaints and Feedback Management Policy was adopted by Council on 23 November 2021, please check Council's main website for further information.
The policy aims to provide a clear direction for Council staff to respond effectively and independently to individual cases of dissatisfaction, increase customer satisfaction, strengthen customer input into services, acknowledge areas of excellence and identify service improvements.
Our community provides us with valuable information everyday and we want to ensure that this policy reflects what the community expect of feedback that is provided to us and the procedure for providing feedback, compliments and complaints as well as the process for response and investigation. It reaffirms Council’s commitment to continuous improvement and responsiveness when issues do arise.
The policy addresses the seven principals of effective complaint management:
- Accessibility
- Accountability
- Continuous improvement
- Commitment
- Confidentiality
- Objectivity and fairness
- Transparency
The community were invited to view the revised Complaints and Feedback Management Policy here.
Have Your Say
Submissions were to be addressed to the Chief Executive Officer, Mr David Farmer between 7 October and 7 November 2021 via:
- Email: ask@centralcoast.nsw.gov.au
- Post: PO Box 20, Wyong NSW 2259
- or the online submission form (now closed).
Something you need to know: Under the Government Information (Public Access) Act, 2009 (GIPA ACT), members of the public can seek access to the submissions and council cannot give assurance that the document will remain confidential.
