Complaints and Feedback Management Policy

Complaints and Feedback Management Policy

Complaints and Feedback Management Policy
Public exhibition

Central Coast Council have revised the Complaints and Feedback Management Policy and the draft is now on exhibition. 

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: 

  1. Accessibility 
  2. Accountability
  3. Continuous improvement
  4. Commitment
  5. Confidentiality 
  6. Objectivity and fairness
  7. Transparency 

The community is invited to view the revised Complaints and Feedback Management Policy here.

Have Your Say  

Submissions are to be addressed to the Chief Executive Officer, Mr David Farmer between 7 October and 7 November 2021 via:

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.


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Revised Complaints and Feedback Management Policy on public exhibition

Who's listening

Who's listening
Ellen Suarez – Customer Experience Coordinator

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