Complaints Management Policy (draft) 2017

We are developing a harmonised end-to-end complaint management system for the Northern Beaches to ensure that the management of complaints is carried out in a consistent, timely, cost-effective, independent and unbiased manner.

We are developing a harmonised end-to-end complaint management system for the Northern Beaches to ensure that the management of complaints is carried out in a consistent, timely, cost-effective, independent and unbiased manner.

  • How to get involved

    2 months ago

    At its meeting on 25 July 2017, Council resolved to exhibit the draft Complaints Management Policy.

    View Draft Policy
    View Council Report (Item 7.5)
    View Council Minutes (Item 7.5)

    If you are interested in finding out more about the Policy, come along to our drop in session

    • Monday 14 August, 5 - 6.30pm at Dee Why Council Chamber, 725 Pittwater Road Dee Why

    Make a submission:

    • Online
    • In writing marked “Complaints Management” to Northern Beaches Council, 725 Pittwater Rd Dee Why 2099
    The draft Policy may be viewed at Council’s Customer Service Centres in Manly, Dee Why, and Mona Vale or at Council Libraries.

    For enquiries, contact Lilian Whiteman, Project Manager – Transformation & Performance, on 9970 1111 or lilian.whiteman@northernbeaches.nsw.gov.au

    Submissions close Monday 28 August 2017.

    At its meeting on 25 July 2017, Council resolved to exhibit the draft Complaints Management Policy.

    View Draft Policy
    View Council Report (Item 7.5)
    View Council Minutes (Item 7.5)

    If you are interested in finding out more about the Policy, come along to our drop in session

    • Monday 14 August, 5 - 6.30pm at Dee Why Council Chamber, 725 Pittwater Road Dee Why

    Make a submission:

    • Online
    • In writing marked “Complaints Management” to Northern Beaches Council, 725 Pittwater Rd Dee Why 2099
    The draft Policy may be viewed at Council’s Customer Service Centres in Manly, Dee Why, and Mona Vale or at Council Libraries.

    For enquiries, contact Lilian Whiteman, Project Manager – Transformation & Performance, on 9970 1111 or lilian.whiteman@northernbeaches.nsw.gov.au

    Submissions close Monday 28 August 2017.

  • Background

    about 1 month ago

    Prior to proclamation of the Northern Beaches Council, each of the former Councils had their own Code of Conduct and Complaint Management System for dealing with conduct matters and complaints raised.

    Council is developing a harmonised end to end complaint management system for Northern Beaches Council that takes into account the best elements of the former three Councils. This will ensure that there is an efficient and effective process for managing complaints and compliments in a consistent, timely, cost-effective, independent and unbiased manner.

    This draft Complaints Management Policy is the first element of the harmonised approach and it is envisaged that there will be future opportunities for comment as the other elements of the Code of Conduct and Complaint Management System are developed.

    Prior to proclamation of the Northern Beaches Council, each of the former Councils had their own Code of Conduct and Complaint Management System for dealing with conduct matters and complaints raised.

    Council is developing a harmonised end to end complaint management system for Northern Beaches Council that takes into account the best elements of the former three Councils. This will ensure that there is an efficient and effective process for managing complaints and compliments in a consistent, timely, cost-effective, independent and unbiased manner.

    This draft Complaints Management Policy is the first element of the harmonised approach and it is envisaged that there will be future opportunities for comment as the other elements of the Code of Conduct and Complaint Management System are developed.