The following comments are attributed to Director
Governance, Strategy and Performance Rebecca Leonard:
Is council satisfied with how it is dealing with
The independent Local
Government Community Satisfaction Survey has shown a consistent level of public
satisfaction in the City’s Customer Service over the past two years. The City’s
2018 (70) and 2019 (71) service ratings are equal to the statewide average. We are continually
searching for ways we can improve our customer service and better respond to complaints
and requests for service across our large and growing municipality.
What improvements have been made since the
Ombudsman’s 2015 report?
We participated in and
welcomed the Ombudsman’s review in 2015. From that, we developed
and implemented a complaint management framework, based on the Ombudsman’s
recommendations. This has put transparent
and clear processes in place, so we can promptly receive and respond to
customer feedback. With the assistance of
the Ombudsman, we have also undertaken a range of development initiatives to
help staff better receive and respond to complaints.
What improvements can still be made?
We regularly analyse complaints to identify trends and areas for improvement. We have recently engaged
with customers to understand their experiences with the City, and to gain their
insight into how we improve our services. We are also working
across the organisation to improve how we respond to complaints. We welcome and value all
feedback, including complaints, as it helps us improve our services to the