When we receive your complaint, it will be recorded in our customer request system. You will receive confirmation from us that your complaint has been received and be provided with a customer reference number to assist in tracking your complaint.
We will direct your concern to the most appropriate person within Council, who will be responsible for keeping you up-to-date on the progress of your complaint.
Complaints are acknowledged within five business days. In some instances, this might be sufficient time to resolve the matter.
If it the matter is complex and requires a more detailed investigation the acknowledgement will include:
• Confirmation on what the complaint is about and the outcome the complainant is seeking.
• The name and contact details of the officer investigating the complaint.
• The estimated length of time it may take to resolve.
• A timeframe for when you can next expect an update from us.
We will do our best to investigate and resolve your complaint within 28 working days.
Throughout the process, we may need to contact you to discuss your concerns or to ask for more information. Providing us with current contact details (such as a telephone number or email address) will ensure we provide a response as soon as possible.
After investigating, we will respond and aim to resolve your complaint, giving reasons for our view.
You should be aware that by lodging a complaint, the matter in question will not be automatically suspended or put on hold.