Compliments and Complaints Policy

What does the Compliments and Complaints Policy do?

This policy explains how Council manages customer compliments, complaints, and anonymous requests. It aims to:

• Treat compliments and complaints as valuable feedback for Council.

• Make sure complaints are recorded and resolved quickly and fairly.

• Ensure complaints are managed in a consistent and transparent way.

• Improve customer satisfaction with how feedback is handled and how services are delivered.

• Recognise and acknowledge the compliments Council receives.

  
  

Recommended changes to the policy

We are proposing updates to:

• Clarify who is responsible for managing compliments and complaints (Coordinator Governance and Information).

• Add a clear link to the Managing Unreasonable Conduct Policy.

• Define the complaints escalation process with three levels:

  1. Front line handling

  2. Internal review

  3. External review

• Clarify how complaints are reported.

• Add details of external organisations that may be involved.

• Update the timing of policy reviews so it happens at least once during every Council term.

Why are these changes recommended?

The NSW Ombudsman has updated its guidance on how councils and other NSW Government agencies should manage complaints. These changes make sure Council’s policy is aligned with the Ombudsman’s recommendations and current best practice.

Council is also looking at improvements to its website to make it easier for people to lodge complaints and to improve data collection.

What does this mean for the community?

The changes will:

• Acknowledge that compliments and complaints are important feedback.

• Recognise social media as a way to give feedback.

• Clarify what is, and what is not, a complaint.

• Provide more detail on the complaint management system, including service standards.

• Clarify how complaints are managed when more than one organisation or party is involved.

• Define the reporting and escalation processes so they are easier to understand.

Have your say

You're invited to provide your feedback by 4 pm, 28 October 2025. Submit your feedback in one of the following ways:

• Online: using the feedback form below
• Email: tsc@tweed.nsw.gov.au Subject: Compliments and Complaints Policy
• Mail: General Manager, Tweed Shire Council, PO Box 816 MURWILLUMBAH NSW 2484 Subject: Compliments and Complaints Policy