Draft Complaints Handling Policy

Kingston City Council is updating our Complaints Handling Policy and we are seeking community input.

Complaints Handling Policy

Council values a customer’s right to complain and recognises that complaints provide Council with an opportunity to try to resolve outstanding issues and identify areas of service needing improvement. Council values complaints and encourages the community to contact us when they have a problem with our services, actions, decisions and policies.

This updated Complaint Handling Policy aims to ensure that customers can raise their complaints easily and with confidence that Council will listen to their concerns confidentially, be shown respect, be responsive and handle their complaints fairly and objectively. It lists the steps that will be taken when Council receives a complaint as well as outlining the prescribed timeframes.

This policy prescribes best practice complaint handling processes which aim to give effect to the service performance principles as prescribed in section 106 of the Local Government Act 2020.

Read the draft policy in the Documents section of this page.

Have your say
Share your thoughts on the draft policy to let us know:

Have we got it right?
Is there something you disagree with?
Is there something missing?

Submissions are open until November 5 via:

email: info@kingston.vic.gov.au

mail: PO Box 1000, Mentone 3194

Collection notice: We are collecting your information for this consultation. The information you provide will be used to help make decisions on this matter. Summarised responses may be made publicly available, and will always be de-identified.