Share your thoughts on our Draft Complaints Management Policy

Published on 25 October 2021

stack of newspapers with computer behind

Community members are encouraged to share their thoughts on Council’s Draft Complaints Management Policy, which is now open for feedback.

The draft policy, released on Wednesday, 20 October, outlines how Council will:

  • Make lodging complaints easy and accessible for all people in the community,
  • Respond to complaints by community members and,
  • Use insights from complaints to learn more about what is important to the community and to improve our services.

This draft policy is an update to Council’s existing Customer Complaints Policy, which clearly defines Council’s processes with complaints and clarifies expectations of Council employees responding to, and learning from, complaints. 

Yarra Ranges Mayor, Fiona McAllister, encouraged community members to read the policy and share their feedback before submissions close on 10 November.

“Whenever our community engages with Council, we want it to be a positive experience, including when making complaints,” she said.

“For us, good customer experience means being responsive, accountable and empathetic to the needs of our community

“We know we don’t always get things right, so it’s really important that we listen to our community and learn from complaints.  

“This updated complaint policy demonstrates our commitment to making the complaint process as easy to navigate as possible. It sets out how community can lodge complaints, timeframes for Council to respond and how we will learn from complaints to continually improve the way we operate.

“I’m glad we’re clarifying this process in this new draft policy, and I’d encourage community members to have a read and share any thoughts they have – no matter how big or small.”

For more information on the draft policy, including frequently asked questions and opportunities to leave feedback, visit Shaping Yarra Ranges.