Council resolved at the Ordinary Council Meeting 28 May 2024 to place on public exhibition the Draft Complaints Management Policy.

About the Policy

Council is committed to providing excellent cost-effective services both legislated and those requested by the Strathfield community (the Community).

Complaints provide unique information about the quality of services – what is going well and what is not going well and opportunities for improvement. We value our community’s rights to complain about our services, decisions, actions, and officers and are committed to treating complaints sincerely and impartially and promptly.

The objectives of the Complaints Management Policy are to:

• Define “complaints” for the purpose of this policy
• Outline the process for lodging complaints
• Specify the types of complaints that will not be investigated
• Outline the three-tier complaint handling system
• Managing unreasonable complainant conduct
• Manage confidentiality and personal information
• How complaints are managed effectively and efficiently

The policy will be on public exhibition until 11 July 2024 with feedback welcome until 25 July 2024.

Please email all submissions to governance@strathfield.nsw.go.au.