1.

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COUNCIL

POLICY NO: 1.12

POLICY: Complaints Handling Procedures

1.12 Complaint Handling Procedures

1. The Complaint Handling Procedure will be generally in
accordance with the Local Government Complaint Procedure –
Guidelines for Effective Complaint Handling, prepared and
published by the Western Australian Municipal Association.

2. Complaints will be dealt with quickly to ensure satisfaction.

3. Responses must be comprehensive and deal with all the issues

contained in the complaint. The response must be accurate
because an inaccurate response undermines the credibility of the
organisation.

4. Front line staff responsible for trying to resolve grievances will

have skills, training and ability in communication and customer
contact work. Appropriate training will be provided.

5. Complaints will be handled on a tiered or staged approach

i) Front Line Complaint Handling

Staff empowered with clear delegations to resolve
complaints wherever possible at first contact

Staff log complaint details for later analysis

ii) Internal Review or Investigation

More senior staff reviews/investigates unresolved
complaints

Adopted: 26th May 1999

Reviewed: 23rd May 2001; 24th April 2002; 14th June 2006

Policy Manual Shire of Donnybrook/Balingup

 1.12

COUNCIL

iii) Review Committee (optional)

Informal hearing before Committee comprising senior
staff, elected member and community representative.

iv) Independent Review

Still unresolved complaints referred externally eg:

Alternative dispute resolution procedure (such as
mediation) tried

Complaint referred to external complaint agency
(such as Ombudsman)

Complainant informed of appeal procedure or
other legal remedy.

6. All complaints will be regarded seriously and will be dealt with in

the shortest possible time, and every endeavour will be made to
resolve complaints satisfactorily.

General

“A complaint is an expression of dissatisfaction, however made, about

the standard of service, actions or lack of action by the Council or its
staff, affecting an individual customer or group of customers”.

Complaints are not:

• requests for services;

• requests for information or explanation of policies or procedures; or
• lodging of an appeal in accordance with a standard procedure or
policy.

Adopted: 26th May 1999

Reviewed: 23rd May 2001; 24th April 2002; 14th June 2006

Policy Manual Shire of Donnybrook/Balingup

 COMPLAINT REPORT FORM

Shire of Donnybrook/Balingup No:______________

“A complaint is an expression of dissatisfaction, however made, about the standard of service

actions or lack of action by the Council or its staff, affecting an individual customer or group of
customers”

Administratio  Health  Planning  Recreation 

n
Building  Libraries  Rangers  Roads & 
Streets
Footpaths  Parks &  Rates  Waste 
Gardens
Other 

If other please specify

_______________________________________________________________

Details of Complaint: Acknowledgment Required: YES/NO

Received in person/telephone/facsimile/writing

Name of complainant:
______________________________________________________________________
Contact Phone No. __________________________Fax No. _________________________
Address: ________________________________ Suburb _________________ P/C______
Details of
complaint:_______________________________________________________________

Signature:

Receiving Officer’s Name & Ttle: _________________________________________

Date: _____/_____/____
(Please Print)

Adopted: 26th May 1999

Reviewed: 23rd May 2001; 24th April 2002; 14th June 2006

Policy Manual Shire of Donnybrook/Balingup

 1.12

COUNCIL

First Tier
Complaint resolved Yes/No

Action taken:
______________________________________________________________________

Comments:
______________________________________________________________________

Second Tier
Officers Name & Title:
______________________________________________________________________
Complaint resolved Yes/No
Action Taken:
______________________________________________________________________

Comments:
______________________________________________________________________

Third Tier (Optional)

Officers Name & Title:
______________________________________________________________________
Complaint resolved Yes/No
Action Taken:
__________________________________________________________

Comments:
__________________________________________________________

Adopted: 26th May 1999

Reviewed: 23rd May 2001; 24th April 2002; 14th June 2006

Policy Manual Shire of Donnybrook/Balingup

 1.12

COUNCIL
Fourth Tier
Officers Name & Title:
______________________________________________________________________
Complaint referred to:
______________________________________________________________________

Comments:
______________________________________________________________________
______________________________________________________________________

Final Review by Chief Executive Officer

Name & title:
______________________________________________________________________

Comments:______________________________________________________________
______________________________________________________________________
Resolved to the satisfaction of the complainant: Yes/No
Original copy to Records Department: Yes/No

Procedure for Handling the Complaint Report Form

Upon receipt of the Complaint Report Form the Officer receiving the request shall:

1. Ensure all details have been entered correctly on the form.

2. Write his/her name, title and date in the space provided.
3. Given the Complainant a duplicate copy of the form for their record purposes.
4. Forward the original to the Records Section for recording and allocation of a file
number.
5. Where the complaint has not been resolved forward the complaint for consideration at
the next level.
6. Where appropriate the CEO to allocate an appropriate Officer to investigate the
complaint and respond as necessary.
7. The CEO to sign off complaint if satisfied with the action taken and return the form to
the Records Section for filing.
8. The Records Section to monitor progress and advise the CEO 10 days after receipt of
the Complaint Report Form if no action has been taken by the action officer.

Adopted: 26th May 1999

Reviewed: 23rd May 2001; 24th April 2002; 14th June 2006

Policy Manual Shire of Donnybrook/Balingup