Help shape Council’s complaints and feedback process

Published on 27 July 2021

Frankston City is inviting the community to have its say on a robust new Complaints and Feedback Policy as part of its commitment to customer focused service.

Developed in line with the requirements of the Local Government Act 2020, the Draft Policy clarifies the roles and responsibilities of Council officers, volunteers and contractors to ensure fair and objective management of customer feedback and complaints.

Mayor Kris Bolam said Council was committed to effective complaints handling and welcomed feedback on the policy. 

“Although we have seen a decline in complaints this year, we can always do better. We encourage our community to inform us when they are dissatisfied with Council’s service, so we can keep on improving.  

“Our Draft Complaints and Feedback Policy is our way of providing an open, transparent and easy process for customers who want to provide a comment, formalise a complaint or share a compliment.

“I encourage our community to check out the Draft Policy at Engage Frankston!  By providing feedback, the community can influence how Council manages complaints, particularly ideas for how we close the loop.

“All feedback provides an opportunity for us to listen, learn, and adapt as we constantly improve our services. We believe every customer deserves a high standard of service.

“We want our community to know we take their comments seriously and this Draft Policy ensures complaints and feedback are actioned in line with legislative requirements and good practice,” Mayor Bolam said. 

Acting Chief Executive Officer, Kim Jaensch said the Draft Complaints and Feedback Policy is guided by Council’s Customer Service Promise.

“The Draft Complaints and Feedback Policy reflects our Customer Service Promise and is a helpful guide for customers on the best ways to communicate with Council about decisions, actions, behaviours or services that impact them.

“With the guidance of this policy, we will ensure customer communication is acknowledged, taken seriously, and acted upon in a timely, fair, and sensitive way,” Ms Jaensch said.  

To review the Draft Complaints and Feedback Policy please visit Engage Frankston! and share your feedback by Tuesday 17 August 2021.