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Service standards & complaints

Service standards & complaints

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Citizen Services standards

In conducting our business, we aim to:

  • make the needs of our citizens our focus
  • respond to requests in a timely manner and resolve issues quickly
  • take responsibility for our own actions
  • always make it easy for people to deal with us

We will respond to:

  • telephone messages in 24 hours
  • emails in two working days
  • all written correspondence in five working days

In the event that the matter cannot be adequately resolved within five working days, we will inform you and provide a date when you can expect to hear from us.

Every effort is made to address individual issues in a fair and reasonable manner.

Feedback

We want to know if you are satisfied with the services we provide. All citizen feedback received is recorded and forwarded to the relevant Council officer for action.

Feedback in any form can be made in writing or by telephone to:

Manager Citizen and Information Services
Moonee Valley City Council
PO Box 126
Moonee Ponds
Victoria 3039
9243 8888
email: council@mvcc.vic.gov.au

Complaints resolution  

Moonee Valley City Council is committed to remedying unsatisfactory performance and welcomes feedback as an opportunity to improve its systems, processes and services.

We will provide and resource a complaints handling system which is fair and reasonable, visible and accessible, responsive and accountable.

A citizen complaint occurs when a citizen considers:

  • we have failed to action a request within the acceptable response time 
  • the service experience provided by the council officer or contractor has been unsatisfactory 
  • our service is being delivered in an unsatisfactory manner
  • the communication process has been unsatisfactory
  • our policy position is unacceptable or unsatisfactory  

Our officers will receive complaints in a professional and courteous manner and will seek all relevant material to substantiate the complaint.

You will be informed of the processes and timelines within which a complaint will be processed and responded to. If a complaint cannot be satisfactorily resolved within 5 working days the citizen will be advised in writing that the matter is still under investigation and will be resolved within 14 or 28 days depending on the complexity of the issue.

However, should we receive a complaint that is abusive and vexatious, we will always reserve the right to inform the complainant that such a complaint cannot be dealt with until it is submitted in an appropriate and non-intimidatory form.

We will use every endeavour to remedy substantiated citizen complaints in a fair and reasonable manner. Remedies may include an apology, further information and clarification, referral, refunds or replacements, goodwill gift or token. We are of the view that penalties in the form of payment or compensation are not appropriate.

While a complaint may be initially lodged at any level within the our organisation, it is preferred that the complaint be lodged with the Supervisor/Coordinator of the relevant Service Unit in the first instance. An officer receiving a complaint is empowered to refer the matter to the most appropriate higher level. This usually will be to their Group Manager.

If you consider that the complaint has not been satisfactorily resolved, he/she has a right of appeal at a higher level within the organisation. This may be to the Chief Executive Officer.

If you are not satisfied with the way complaints are resolved after internal processes have been exhausted may elect to pursue matters with the Victorian State Ombudsman. However, where there are external appeal mechanisms available, for example for Town Planning complaints, these can be referred to VCAT, and for Parking Infringements, these can be referred to the Magistrate’s Court, these external mechanisms should be exhausted, before referral to the Victorian State Ombudsman.

Appeals

Residents and ratepayers have a right to appeal to another level within Council if they remain dissatisfied with the initial handling of the complaint.

Complainants who are not satisfied with the way complaints are resolved after internal processes have been exhausted may elect to pursue matters with the Victorian State Ombudsman.

Ombudsman Victoria
Level 9
459 Collins Street (North Tower)
Melbourne VIC, 3000
Telephone: 9613 6222
Toll Free: 1800 806 314
Facsimile: 9614 0246
ombudvic@ombudsman.vic.gov.au

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Further Information
Last updated: Friday, 22 November 2013, 5:52 PM

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