FAQs
- Online: by clicking this link.
- Email: council@cessnock.nsw.gov.au; Please quote “Complaints Handling Policy Review 2024".
- Post: PO Box 152, CESSNOCK NSW 2325 Please quote “Complaints Handling Policy Review 2024".
What's the aim of the Complaint Handling Policy?
The Complaint Handling Policy aims to make sure that Cessnock City Council deals with complaints fairly, quickly, and effectively. It's about providing excellent customer service, welcoming feedback, and using complaints to improve how things are done.
Who does the policy cover?
The policy applies to all Council officials who deal with complaints from the public about Council's work. It doesn't cover staff grievances, code of conduct complaints, or public interest disclosures.
What kinds of complaints are included?
The policy covers complaints about Council's work, services, and staff. This could include things like service standards not being met, delays, problems with processes, or changes to services.
How are complaints handled?
Complaints are dealt with promptly and fairly. We acknowledge them within 5 working days, prioritise them based on urgency, and aim to respond within 20 working days. We involve complainants in the process and explain our decisions.
Can complaints be made anonymously?
Yes, we accept anonymous complaints, but we need enough information to investigate. If there isn't enough info, we can't give updates to anonymous complainants.
What if a complaint involves multiple parties or agencies?
We work with other organisations involved in the complaint and make sure everyone communicates clearly. If a complaint involves different parts of Council, we coordinate it for a smoother resolution.
What if someone isn't happy with the outcome?
They can ask for an internal review if they're not happy with how their complaint was handled. They can also contact other bodies like the Office of Local Government, NSW Ombudsman, or Independent Commission Against Corruption for external review.
Who's responsible for handling complaints in Council?
Different roles within Council have specific responsibilities, including frontline staff, managers, public officers, and elected council members. Each role has duties outlined in the policy.
How is personal information handled in complaints?
Personal info collected for complaints is only used for dealing with the complaint, following Council's Privacy Management Plan. Privacy complaints are handled separately as per the Privacy Management Plan.
How long do I have to have my say on the draft policy?
Should you intend to make a submission on the draft policy, you may do so by 5:00pm on 27 May, 2024.
You can make a submission: