Complaints Management Policy


The public consultation has now closed for the Complaints Management Policy. The results from the consultation will be prepared into a report for a Council meeting in the near future.


Council’s current complaints management process is contained in within its Customer Service Charter. The updated policy builds on the Charter by providing more detail for both the community and Council staff about to how complaints will be managed in a consistent way across Council’s operations.

The updated complaints framework is based on the Victorian Ombudsman’s guide – Councils and Complaints: A Good Practice Guide 2015 and the associated 2021 update.

Click to read the Complaints Management Policy.

The complaints management policy is built upon seven guiding principles:

• Commitment;
• Accessibility;
• Transparency;
• Objectivity and fairness;
• Confidentiality;
• Accountability; and
• Continuous improvement.

By implementing a more robust complaints management system, Kingborough Council can ensure its complaints mechanisms are integrated throughout Kingborough’s operational activities and are effective, efficient and promote fairness, integrity, and administrative excellence.