Locations:
Greater Bendigo
The City of Greater Bendigo is inviting community feedback on two draft policies that set out how different types of complaints are managed.
The draft Complaint Handling Policy and draft Community Complaints About Councillors Policy outline clear and consistent processes for receiving, assessing and responding to complaints.
The Complaint Handling Policy outlines how complaints about City services, actions, decisions and processes will be managed, including options for internal and external review where appropriate.
The Community Complaints About Councillors Policy establishes a separate process for concerns about councillor conduct. It outlines how complaints would be assessed and managed, including referral through established councillor conduct processes under Victorian legislation where required.
CEO Andrew Cooney said the draft policies would provide greater clarity for community members about how complaints are managed and what they can expect from the process.
“Feedback and complaints are an important way for us to understand community concerns and identify opportunities to improve,” Mr Cooney said.
“These policies set out clear and consistent approaches for managing complaints, while ensuring matters are considered fairly, respectfully and in accordance with legislative requirements.
“The draft policies also recognise that complaints about City services and complaints about councillor conduct are different matters and should be managed through clearly defined pathways.
“We encourage community members to read the draft policies and provide feedback to help ensure they are practical, accessible and meet community expectations.”
To view the draft policies, visit: