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Complaints Handling Policy

The purpose of the Complaints Handling Policy (the Policy) is to ensure that all complaints are handled in a systematic, responsive and fair manner. It is based on seven guiding principles that set out Council’s approach to the management of complaints. Latrobe City Council (Council) is committed to responsive complaint handling and creating a culture that encourages feedback and complaints in order for the organisation to mature, learn and improve services.

Council recognises that members of the public have the right to complain and have complaints handled objectively.

Pursuant to Section 107 of the Local Government Act 2020 Council is required to develop and maintain a complaints policy that includes processes outlined in the Act. This Policy satisfies that requirement.

View the Complaints Handling Policy

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