If you have a problem, issue or concern about the decisions or actions of Goondiwindi Regional Council, we would like to hear about it.
Complaints Management Policy
Council is committed to a complaints management process which ensures effective and timely resolution of complaints. We set and strive to maintain the highest standards of service to ensure we are delivering real value for ratepayers and residents. Your comments provide us with the valuable feedback to allow for continuous customer service improvement. Council will endeavour to ensure that complainants are provided with information on the complaints management process and, if necessary, assistance to make their complaint.
When resolving problems and issues, Council will:
- Respond promptly and effectively when you have a problem or concern;
- Provide you with access to Council’s dispute resolution process if you are not satisfied with an outcome;
- Use feedback/complaints to challenge and improve our service delivery.
If you require further information about the complaint management process, download the GRC0017 Complaints Management Policy.
How to make a complaint
A Person may make a complaint in any of the following ways;
- Verbally, preferable in person at a Council Office
- In Writing (by letter, facsimile or by completing our online feedback form)
- By E-Mail to firstname.lastname@example.org
Telephone: 07 4671 7400
Facsimile: 07 4671 7433
Affected persons are able to make a complaint anonymously either in writing, via email or by telephone. If a complainant does decide to complain anonymously, the need to provide sufficient information for the matter to be investigated is critical. If made anonymously, it will not be possible for Council to clarify or request further information from the complainant. Further, it will not be possible to advise the complainant of Council’s decision and the reasons for that decision in relation to the complaint.
Council manages all complaints following strict privacy guidelines and complainants can be assured that their personal details will not be disclosed to outside agencies without your permission.
How your complaint will be investigated
When you let us know about your complaint, we will direct your concern to the business area best able to deal with it. That business area will investigate the issue and respond directly to you.
A Council officer may contact you to discuss your concerns or to ask for further information.
Council will then respond to your complaint, giving the reasons for our view.
In some cases, your complaint may be reviewed by an independent Council officer if other avenues of investigation have been exhausted.
How long it will take
Council will do its best to resolve your complaint within 14-45 days, depending on the nature and complexity of your complaint.
You should be aware that by lodging a complaint, the matter will not be automatically suspended or put on hold.
If you are not satisfied with the outcome of your concerns, you have the right to take your complaint to an external agency, such as the Queensland Ombudsman.