CUSTOMER COMPLAINTS

THSC Procedure – Customer Complaints: May 2021 1 DATE CREATED: February 2007

DATE LAST REVISED: May 2021 NEXT REVISION DATE: May 2023 RESPONSIBLE TEAM: Governance

CUSTOMER COMPLAINTS

THSC Procedure – Customer Complaints: May 2021 2 Contents

Section Subject Page

1 Overview 3

2 Definition of a Complaint 3

3 Exclusions 3

4 Frivolous or Vexatious Complaints 4

5 Anonymous Complaints 4

6 How Customers Contact Council to Lodge a Complaint 4

7 Protecting Complainants 5

8 Actioning a Complaint 5

9 Guidelines to Investigation and Response to a Complaint 5

10 Timeframes 5

11 Right of Review 5

12 Reporting 6

13 External Review of a Complaint 6

THSC Procedure – Customer Complaints: May 2021 3 1 Overview

The Hills Shire Council is committed to providing a quality service to customers. Council welcomes feedback (complaints, compliments and suggestions) as it provides an opportunity for us to identify service improvements; increase customer satisfaction; strengthen customer input into our services and respond effectively to individual cases of dissatisfaction.

This procedure provides a consistent framework for staff receiving, managing and responding to complaints.

2 Definition of a complaint:

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

 the quality, range and price of services provided;

 failure to meet a service standard;

 a Council policy or procedure not being followed;

 the conduct of an employee or agent;

 Failure to respond to a previous request for service.

A complaint is not:

 an initial request for service or action by Council;

 a request for information or an explanation of Council policies or procedures;

 the lodging of an appeal in accordance with legislative appeal provisions;

 negative feedback in a submission or a survey, or the dislike of a policy or a procedure.

3 Exclusions

This procedure does not apply to complaints regarding:

 decisions made by an elected member of Council;

 competitive neutrality;

 conflicts of interest;

 access to information;

 internal staff complaints

 complaints about third parties (e.g. a neighbour);

 corrupt conduct;

 reports of damaged or faulty infrastructure;

 an expression concerning the general direction or performance of Council’s elected representatives.

If a complaint relates to an elected member of Council, the provisions of the Code of Conduct shall apply.

THSC Procedure – Customer Complaints: May 2021 4 If the complaint relates to suspected corruption, unlawful behaviour, maladministration, serious or substantial waste relating to a Councillor of a Council staff member, the Policy 4/2017-2020: Public Interest Disclosures Act shall apply. These complaints must be referred to the General Manager, the Public Officer, or the Internal Auditor (whichever is most appropriate in the circumstances.)

4 Frivolous or Vexatious Complaints

Frivolous complaints are complaints that are considered to be trivial or senseless. Frivolous complaints are usually made with the intention of causing a nuisance whilst vexatious complaints are complaints that are made without sufficient grounds only to cause annoyance or harm to the subject of the complaint.

Council acknowledges that most complaints are not frivolous or vexatious and are made in good faith. However, occasionally Council may receive complaints that it deems to be frivolous or vexatious and in those instances, may determine not to undertake investigations.

A decision on whether a complaint is frivolous or vexatious is made by the General Manager based on the nature of the complaint and any supporting information.

5 Anonymous Complaints

Council encourages customers to provide full contact information when lodging complaints.

Anonymous complaints will only be dealt with if the matter is considered serious and there is sufficient information in the complaint to enable an investigation to be conducted.

6 How customers contact Council to lodge a complaint

 In writing – to the attention of the General Manager

 By fax (02) 9843 0409

 By email council@thehills.nsw.gov.au

 By completing an online complaint form - https://www.thehills.nsw.gov.au/Contact- Us/Report-or-Request-Online/Other-Requests/Feedback-or-Complaint-on-Council- Services/Feedback-or-Complaint-Form-Council-Services

 By phone (02) 9843 0555

 By personal attendance at any of Council’s Customer Service Centres

To ensure that Council’s records are complete, all complaints must include the name, address and contact telephone number(s) of the complainant, as well as a brief description of the nature of the complaint.

To ensure that staff’s right to privacy is maintained, any complaints regarding the behaviour of a staff member must be recorded in Pathways with the appropriate access levels to ensure confidentiality for the affected staff member.

All actions relating to the investigation and resolution of the complaint, including the method of response must be recorded.

THSC Procedure – Customer Complaints: May 2021 5 7 Protecting complainants

Council staff must ensure that a complainant will not be subjected to victimisation, harassment, discrimination or prejudice.

Council will not disclose the identity of a complainant should the complainant request that their personal details remain confidential as compelled by privacy legislation.

8 Actioning a complaint

Any staff member receiving a complaint should attempt to resolve the matter at first point of contact wherever possible. The complaint and notes on the resolution must be recorded. If the matter cannot be resolved at first point of contact, it must be recorded in Pathways. The complaint will then be referred to the appropriate Officer who is responsible for ensuring the complaint is investigated and responded to by the appropriate Manager given the nature of the complaint.

All complaints must be received courteously, examined fairly and acted upon quickly.

Complaints must be investigated thoroughly and fully documented

9 Guidelines to investigation and response to a complaint

 Research any relevant legal or administrative background of the complaint

 Obtain all relevant documentation

 Make enquiries with the relevant staff involved with the original request

 Take all necessary corrective measures

 Document all steps taken to resolve the matter

 Inform the complainant of the outcome

10 Timeframes

Where it is not possible to resolve the matter at first point of contact because of the nature of the complaint, written advice must be provided to the complainant and they must be kept informed of progress at regular intervals. All complaints are to be investigated and resolved within 14 days with complainants being informed of the outcome of their complaint.

11 Right of Review

A right of review exists where a complainant is not satisfied with the investigation and resolution of a complaint. In these instances the customer must write to the General Manager detailing the events and the reason for their dissatisfaction and request a review of the original determination.

The General Manager will review the matter and make a decision within 10 working days of receiving the request.

THSC Procedure – Customer Complaints: May 2021 6 12 Reporting

Governance Services will provide a detailed monthly report for senior management on escalated complaints received.

Governance Services will undertake an annual review of compliments, suggestions and complaints received and provide a report for senior management to identify any emerging trends in an effort to improve processes and procedures. This will assist Council to improve service delivery to customers.

13 External review of a complaint

If a complaint is beyond the scope of Council for resolution, the customer has the right to have their complaint reviewed by an external agency, such as the NSW Ombudsman.