Willoughby City Council is inviting feedback on the draft Complaint Management Policy and associated procedures before 18 February.

Council is making customer satisfaction a top priority with the adoption of the Customer Experience (CX) Strategy 2023 – 2025 in April 2023. This strategy aims to make residents’ lives easier by providing consistent and responsive services that foster trust in the council.

A key focus of the CX Strategy is improving how the council handles complaints, ensuring a more efficient resolution process. The council commits to regular reviews of its approach to handling community and customer complaints to stay in tune with changing community needs.

The Complaints Management Policy, part of the CX Strategy, outlines what the community can expect when giving feedback or making a complaint, the principles guiding complaint management, internal review processes, confidentiality, accessibility standards, records management, and its connection to CX Strategy initiatives.

This policy provides clear guidance to council officials, promoting transparency and accountability in addressing community needs.

For more details, please visit the council website.