A new complaints policy has been adopted by Cardinia Shire Council.
The council developed the new complaints policy in line with the requirements of the Local Government Act 2020 and formal recommendations made by the Victorian Ombudsman.
Councillor Jack Kowarzik described it as a “robust” policy.
“I think it’s fair to say local governments receive a lot of requests and complaints and how we deal with it is paramount to serving the interests of our community,” he said.
“It’s important that all complaints are heard, acknowledged and responded to, to ensure our community maintains trust in the institution of local government.”
The policy is a formal expression of the council’s commitment to providing a fair, transparent, and consistent process for our customers when they wish to make a complaint.
The policy aims to ensure that our customers understand how to make a complaint to the council, and how their complaint will be handled.
To view the policy, visit cardinia.vic.gov.au/complaintspolicy.
The new complaints policy will come into effect from 31 December 2021.
