Draft Customer Feedback and Complaints Management Policy

Consultation period: 11 May to 7 June 2022

At Council we are committed to delivering quality service to our customers by working collaboratively with our community to ensure our services meet your needs.

We have drafted a new Customer Feedback and Complaints Management Policy to better support our customers and employees. This Policy also incorporates best practice and aligns to the NSW Ombudsman’s Complaint Management Framework and Model Policy.

The draft Policy provides:

• a framework for customer feedback
• a process for addressing and resolving complaints in a timely manner
• transparency in relation to Council’s management of customer feedback
• the steps to further strengthen a positive customer experience.

Have your say

Review the draft Policy and share your feedback until 7 June 2022:

• Online by filling in the form below
• In writing to the Customer Experience Team, Sutherland Shire Council, Locked Bag 17, Sutherland 1499.

Next steps

Your feedback will help inform changes to the final policy before being submitted to the Council for adoption. The final policy will be available on Council’s website.