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Intro
This policy enables the Department of Local Government, Sport and Cultural Industries (DLGSC) to effectively manage complaints. It supports the resolution of complaints in a consistent, systematic, timely and cost-effective manner, and enhances DLGSC's reputation by strengthening public confidence in its business processes. This policy also provides DLGSC with information to facilitate improvements in service delivery.
The DLGSC approach to complaint management is consistent with the Public Sector Commissioner’s Circular 2009-27 – Complaints Management, as well as provisions and guidelines contained in the following:
This policy deals with how complaints are to be managed and the importance of value adding and continuous improvement, based on feedback from customers relating to programs and services provided by DLGSC. It applies to all staff, volunteers and contractors. The Director General, Corporate Executive and Corporate Governance have defined responsibilities in terms of how this policy is to be managed.
The Statutory Authorities are not within scope of this policy.
for the purpose of this policy is aligned to AS/NZS 10002:2014, (the standard) wherein a complaint is defined as an ‘expression of dissatisfaction made to, or about an organisation, related to its products, services, staff or the handling of a complaint where a response or resolution is explicitly or implicitly expected or legally required.’ A complaint is further defined below to ensure that the response to complaints is not duplicated and that the process does not become onerous and counterproductive.
This procedure deals with general complaints where:
An example of an alternative process is where complaints under section 5.105 of the Local Government Act 1995 and complaints under section 117 of the Liquor Control Act 1988 are dealt with in accordance with specific established procedures. The standard identifies certain matters that are not subject to these complaint procedures and they include:
DLGSC is committed to effective complaint handling and values feedback generated as part of its complaints process.
DLGSC will ensure that information about lodging complaints is well publicised and accessible to all stakeholders.
DLGSC will ensure the complaint handling process is easy for all potential complainants to access and to understand.
Complaints will be acknowledged in a timely manner and the complainant kept informed throughout the process.
Complaints will be dealt with in an equitable, objective and unbiased manner; and personal information will only be disclosed or used in compliance with relevant privacy laws and ethical obligations. Complainants should not be adversely affected because of a complaint made by them or on their behalf.
If a complaint is upheld, the organisation undertakes to provide a suitable remedy.
As part of the complaint process an opportunity for appealing DLGSC response to the complaint will be available to the complainant.
DLGSC will monitor the handling of all complaints and report periodically to management on the status of all complaints.
DLGSC views all complaints as a potential source of improvement in the delivery of its programs and services.
DLGSC acknowledges that children and young people are a legitimate complainant and the safety and wellbeing of children and young people are paramount.
A complainant will not be charged a fee to make a complaint.
Complaints will be conducted in accordance with departmental investigation and resolution processes.
Where a complaint involves multiple business areas or organisations, consideration must be given to coordination of communication with the complainant and implementation of relevant remedies.
DLGSC will ensure staff are trained in its complaints management policy and procedures prior to undertaking complaint management activities.
A complaint management audit can be conducted in accordance with ISO 19011 and results will be incorporated into management review.
All DLGSC staff, volunteers, contractors and complainants must comply with the DLGSC Code of Conduct and Customer Service Charter.
The Director General is accountable for, and Corporate Executive are responsible for:
The Executive Director Corporate Services is responsible for:
Directors and managers are responsible for:
Corporate Governance is responsible for:
All staff, volunteers and contractors are responsible for: