Draft Complaint Handling Policy & Customer Service Charter

Submissions closing on 21 January 2022, 05:00 PM

Two women talking across a desk

Indigo Shire Council has developed a new draft Complaints Handling Policy in accordance with the Local Government Act 2020.

All Councils are required under sections 106 and 107 of the Act to prepare, adopt and comply with their Complaint Handling Policy.

The policy demonstrates our commitment to providing a fair and consistent process for customers to make a complaint to Council. We are committed to open, transparent conversations with our community about Council policies and are seeking feedback on the draft policy for the consideration of Council at its February 2022 meeting.

The policy defines what is considered a complaint and applies a consistent, Council-wide approach to complaint handling. The Policy aligns with the Victorian Ombudsman’s Good Practice Guide and additional requirements set by the new Local Government Act 2020 (the Act). The policy aims to:

  • provide an open and transparent complaint handling system
  • ensure staff handle complaints fairly and objectively
  • establish our timeframes for resolving complaints
  • clarify the roles and responsibilities of Council staff
  • set out how Council will record, respond to, and report on complaints to improve our service.

View or download the Draft Complaint Handling Policy(PDF, 248KB)

Customer Service Charter

We've also updated our Customer Service Charter to align with the draft policy. The Charter sets out what our customers (residents, ratepayers, businesses, workers and visitors) can expect when they contact us and our commitment to you.

View or download the Customer Service Charter(PDF, 6MB)

What information do we need from the community?

We invite community feedback on this new draft Complaints Handling Policy and updated Customer Service Charter  and would like to understand if you have any concerns or comment on either document.

What can the community influence

  • Channels available to a customer to make a complaint
  • Definition of a complaint and a service request
  • Process and actions Council will take to manage and respond to Complaints
  • Timeframes to respond and resolve to a complaint
  • Timeframes to respond to customers in general
  • Fair methods to deal with unreasonable conduct by a complainant

What can the community not influence

  • The legislative requirement for Council to have a Complaints Policy, in accordance with Sections 106 and 107 of the Local Government Act 2020
  • An outline of the types of complaints that are outside Council's responsibility and need to be managed by a separate statutory or legislative appeals process
  • Procedures for complaints about specific matters that are governed by specific statutory and regulatory processes e.g. Complaints about a Councillor or Public Interest Disclosure Act complaints and the process for dealing with these matters.
  • Roles and responsibilities of Council employees, managers and directors as well as the CEO and Office of the Mayor and Councillors
  • Legislative requirements for Occupational Health and Safety Act 2004
  • How Council will record complaints and adhere to the Privacy Act
  • The requirement for and provision of accessible channels to make a complaint

How to make a submission

Submissions must be in writing, addressed to the Executive Manager Engagement and Communications and sent to PO Box 28, Beechworth Victoria 3747 or via email and received by the closing date of 5pm Friday 21 January, 2022. 



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