Complaints Management Procedure - Information for Customers

Administered by Information and Administrative Services Manager (ext 8129)

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Waverley Council wishes to provide the best service possible to its customers. Council is committed to addressing and resolving citizen enquiries and complaints, improving customer service delivery and increasing community satisfaction.

There may be occasions when problems do arise and you may not get the service you expect. If you have any reason to be unhappy, we want to know so we can try to put things right.

In dealing with your complaint or enquiry we will:

• respond promptly;
• investigate thoroughly and objectively;
• keep you informed of what is happening;
• respect your desire for confidentiality, however there are times due to statutory and other requirements where confidentiality cannot be guaranteed.
• Council staff will treat you in a respectful and personable manner. Please extend the same courtesy to our staff.

Complaints can often be resolved very quickly and informally by the member of staff with whom you have been dealing. If you feel your particular complaint might be handled satisfactorily in this way please contact the member of staff, explain what has gone wrong and give him or her the opportunity to respond. The staff member will then either answer your query or refer the matter to the appropriate officer.

If you prefer not to deal with the member of staff concerned, or if you feel he or she has not dealt with your complaint satisfactorily, you can pursue the formal complaints procedure. The Complaints Management Policy on this site outlines how you can make a complaint and the actions we will take.

If you have any enquiries or you wish to make a complaint you can:

Phone the Call Centre (02) 9369 8000

Visit the Customer Service Centre on the ground floor in the Administration Centre, Bondi Road, Bondi Junction

Email waver@waverley.nsw.gov.au

Write to The General Manager, Waverley Council, PO Box 9, Bondi Junction NSW 2022
Please note – the General Manager does not personally handle each enquiry or complaint. On receipt at Council, letters are quickly referred to the responsible officer for attention and resolution.

To assist Council please provide the following details:

• relevant dates and times
• a description of the incident or problem
• any conversations or meetings you have had with involved parties
• copies of relevant letters
• any outline of the actions you would like taken in response to your complaint
• any further information you think is important

Customer Information - What to do if you're not satisfied (PDF)

Complaints Management Policy (PDF)