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General Complaints Process
Making a complaint
Logan City Council has a formal complaint management policy and process (ie. General Complaints Process Policy) in place to ensure that client complaints are addressed.
The Council places a high value on feedback from its clients. This feedback is used to shape and refine the future delivery of products and services. In addition, unsatisfactory conduct by staff and/or a Councillor can also be addressed under this process.
A crucial part of the feedback process is the complaint management policy. A key objective of the complaint management policy is to promote public confidence in Council by ensuring openness and transparency in handling complaints about its services and/or products.
The steps to lodging a complaint with Council:
- You are encouraged to play an active part in the resolution of the problem by providing as much relevant information as possible to enable a solution to be found.
- In the first instance you should contact the staff member you have been dealing with. This officer will try to resolve the problem where possible, or the matter may be referred to another more appropriate officer to attempt a resolution.
- If you remain dissatisfied with the action taken at that level you are encouraged to contact the staff member’s supervisor and, if you wish, seek to have the decision or outcome reviewed by Council. Council will acknowledge receipt of your request for a review and provide you with a response following consideration of the matter.
- Your complaint may be made orally however, you are encouraged to put your complaint in writing. For your convenience here is a copy of the complaint form (pdf).
- In the event that you remain unsatisfied with the review undertaken by Council you may refer the matter to an external complaint management body, such as the Queensland Ombudsman's Office. Refer to "It's OK to Complain - Your Rights Are Our Concern" (pdf), a joint initiative of Queensland Commissions and the Ombudsman.
» View Council's policy on the General Complaints Process (pdf).
» Complete the complaint form (pdf).
For further information please contact Mr Chris Lawson on 3412 5358 or Mrs Tracy Duffill-Wilson on 3412 5378.
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