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09-29 Practice Note No 9 - Complaints Management In Councils

Date: Monday 3rd August 2009
Category: Council Circular

Practice Note No 9 - Complaints Management in Councils has been prepared by the Department of Local Government and the NSW Ombudsman to assist councils in the management and handling of complaints. It has been designed for use by councils to develop and implement effective complaints management systems.

An effective complaints management system is an essential part of the provision of quality service in local government. It is one method of measuring community satisfaction and provides a useful source of information and feedback for improving a council’s services. Complaint handling is also a key component of sound corporate governance and is fundamental to ensuring an appropriate level of accountability in the exercise of council functions. Read more...

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