Draft Request for Service and Complaint Handling Policy

A review has been undertaken of Council’s Request for Service and Complaint Handling Policy, which sets a framework for how Council responds to customer requests for services and information.

This Policy outlines the approach by Council when managing a request for service, information or complaint by a customer who is not satisfied with a process, product or service offered by Council.

The aim of the Policy is to ensure there is a fair, consistent and structured process to consumer complaints and dissatisfaction with Council action, products or services.

Only minor amendments have been made to the existing Policy – which was last reviewed on 18 October 2020 – to ensure it complies with current legislation and internal policies.

At the August Ordinary Meeting of Council, Elected Members endorsed the draft Policy for consultation. The full Council report can be viewed on the Council website here.

If you wish to provide feedback on the draft Complaint Handling Policy, you can:

• Send an email to walkerville@walkerville.sa.gov.au with the subject line "Draft Request for Service and Complaint Handling Policy”
• Post a response to Council to:
  The Chief Executive Officer
  Draft Request for Service and Complaint Handling Policy
  66 Walkerville Terrace
  GILBERTON SA 5081

Hard copies of the draft Policy are available from the Civic and Community Centre – 66 Walkerville Terrace, Gilberton.

The draft Complaint Handling Policy is open for consultation from 9am on Tuesday, 22 August 2023, to 5pm on Monday, 11 September 2023.