Staff consultation: Complaint Handling Policy and UCC Policy
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Consultation has concluded
Staff consultation: Complaint Handling Policy and UCC Policy
We would like to invite your comments on the following policies before they progress towards adoption:
Complaint Handling Policy
Unreasonable Complainant Conduct Policy
The draft policies are available in the document library on the right hand side of this page. Please use the submission form tab below to provide your response or email your questions comments or suggested edits directly to oceogovernanceservice@bmcc.nsw.gov.au
Thank you in advance for your participation in this feedback process.
Target audience: All frontline staff and their managers/supervisors, with the consultation open to all staff members.
Deadline for comments: 28 March 2025.
Contact: Rebecca Hinder, Sophie Barbera and Jasmine Cooper, Governance and Compliance Service
Background:
While these policies are very different in their purpose and audience, the Complaint Handling and UCC Policies will be progressed concurrently through adoption. Both are existing policies that have been in place for several years and will already be familiar to staff. These policies have been reviewed for updates against models and guidelines.
The Complaints Handling Policy is based on the NSW Ombudsman’s model policy and Effective Complaint Management Guidelines in the context of Council’s requirements and service provision. The Complaint Handling Policy is about the Council’s approach to handling complaints and complaint escalation processes, it defines what is and is not a complaint.
The Unreasonable Complainant Conduct Policy is about how the Council manages the unreasonable contact of customers and implements restrictions on access to staff in certain circumstance. There have been minor changes made to this policy as it is closely based on the NSW Ombudsman’s model policy.
Sent to all staff with the approval of the CEO.
Staff consultation: Complaint Handling Policy and UCC Policy
We would like to invite your comments on the following policies before they progress towards adoption:
Complaint Handling Policy
Unreasonable Complainant Conduct Policy
The draft policies are available in the document library on the right hand side of this page. Please use the submission form tab below to provide your response or email your questions comments or suggested edits directly to oceogovernanceservice@bmcc.nsw.gov.au
Thank you in advance for your participation in this feedback process.
Target audience: All frontline staff and their managers/supervisors, with the consultation open to all staff members.
Deadline for comments: 28 March 2025.
Contact: Rebecca Hinder, Sophie Barbera and Jasmine Cooper, Governance and Compliance Service
Background:
While these policies are very different in their purpose and audience, the Complaint Handling and UCC Policies will be progressed concurrently through adoption. Both are existing policies that have been in place for several years and will already be familiar to staff. These policies have been reviewed for updates against models and guidelines.
The Complaints Handling Policy is based on the NSW Ombudsman’s model policy and Effective Complaint Management Guidelines in the context of Council’s requirements and service provision. The Complaint Handling Policy is about the Council’s approach to handling complaints and complaint escalation processes, it defines what is and is not a complaint.
The Unreasonable Complainant Conduct Policy is about how the Council manages the unreasonable contact of customers and implements restrictions on access to staff in certain circumstance. There have been minor changes made to this policy as it is closely based on the NSW Ombudsman’s model policy.
