The Victorian Ombudsman has today released its Councils and Complaints – A Good Practice Guide 2nd Edition, incorporating the new legislative provisions of the Local Government Act, using good practice complaint handling and reminding councils to look through a human rights lens when dealing with complaints.
The guide provides advice for building a positive culture around complaints, practical tools, including templates, real examples and a self-assessment tool for councils.
The guide includes:
- A definition of a 'complaint' for councils
- Advice about building a positive culture around complaints
- Practical tools, including templates, real examples and a self-assessment tool for councils.
- Guidance on developing key performance indicators and recording complaint data and complaint handling processes.
For more information, download the Good Complaint Handling Guide below.
Source: Office of the Victorian Ombudsman, Australia