What you told us
Council will consider community feedback and a proposed Complaints Handling Policy at is its 23 November 2021 meeting.
Council adopted a Complaints Handling Policy at its November 2021 meeting.
We won't always get it right...
When a Council service, experience or decision doesn’t meet your expectations, we want to know so we can understand the issue and work with you to find a resolution.
We’ve drafted a Complaints Handling Policy to improve the experience of making a complaint to Council through a fair, consistent, and transparent process - from first contact to timely resolution.
Please review our draft Complaints Handling Policy and provide your feedback.
Do you think this Policy will deliver a better customer experience?
What can we improve when acknowledging and resolving complaints?
Consultation closed 31 October 2021.
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Read the draft Policy
Read our Draft Complaints Handling Policy, which includes how we'll define and handle complaints.
Find out more
Read answers to questions about the draft Policy or Council's process for handling and resolving complaints.
Timeline
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Timeline item 1 - active
Community engagement
7 October 2021 – 31 October 2021
Find out more about how we're conducting community engagement on this project.
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Timeline item 2 - active
Consideration of feedback
Early November 2021
Revisions made to draft Complaints Handling Policy, if required.
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Timeline item 3 - incomplete
Complaints Handling Policy adopted
23 November 2021
Council expected to consider community feedback and adopting a proposed Complaints Handling Policy.
Under the Local Government Act 2020, Council must adopt a Complaints Policy by 31 December 2021.
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Bayside City Council, 76 Royal Avenue
PO Box 27, Sandringham VIC 3191
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