23/06/2023

Georges River Council is encouraging community consultation on the Customer Feedback and Complaints Management Policy.
 
Community feedback is essential in helping guide Council in our decision-making process and will influence the choices we make when developing our policies. This ensures we are on the right path to achieving and managing our community’s needs.
 
The Customer Feedback and Complaints Management Policy establishes a focused framework to enable the handling of all forms of feedback in a consistent, fair, and professional manner. Council is committed to providing excellent customer service and maintaining a healthy relationship with our customers.
 
Acknowledging and actioning feedback provides an opportunity for Council to support its mission to become a leading people-focused organisation delivering outstanding results for our community.
 
This Policy applies to all customer feedback including compliments, suggestions, comments and complaints lodged with Council. This Policy will ensure:
 

• Customers have choice and flexibility in how they want to provide feedback

• All feedback and complaints received will be accepted courteously, and with a view to improving services and experiences

• Feedback is managed in a fair manner

• Council officers are equipped with the knowledge, tools, techniques, and skills to resolve complaints in a timely manner

• Council undertakes continuous improvement regarding customer interaction

Mayor Nick Katris has highlighted the importance of community feedback in helping us achieve Council’s vision and maintaining a positive relationship with our customers.
 
“Community feedback is important in the partnership between Council and its community members. I urge our community members to visit Council’s Your Say page to complete the online feedback form or to return a hard copy submission to the Georges River Council Civic Centre or libraries.”

For more information and to complete the online feedback form, visit Council’s Your Say page.