Complaint handling

Marrickville Council is committed to providing a quality service to citizens. Council welcomes feedback (complaints, compliments, suggestions) as it provides an opportunity for us to identify service improvements; increase citizen satisfaction; strengthen citizen input into our services; and respond effectively to individual cases of dissatisfaction. Council has a procedure in place that provides a framework for staff to deal with complaints.

Council's complaint handling procedure applies to complaints received by Council from citizens and any other external organisation or person.

A complaint is an expression of dissatisfaction with the service provided by Council. For example:

• the quality and range of services provided;
• failure to meet a service standard;
• a Council policy or procedure not being followed; or
• the conduct of an employee or agent.

A complaint is not:

• an initial request for service;
• a request for information or explanation of Council’s policies or procedures;
• the lodging of an appeal in accordance with legislative appeal provisions;
• an objection; or
• negative feedback in a submission or survey, or dislike of a policy or procedure.

Council's complaint handling procedure does not apply to complaints involving the following issues:

• decisions made by the elected Council;
• corrupt conduct;
• competitive neutrality;
• conflict of interest;
• access to information;
• internal staff complaints; and
• complaints about third parties (e.g. a neighbour).