Ordinary Council Meeting - Hastings Council - NSW Government

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PORT MACQUARIE-HASTINGS COUNCIL Governance Meeting Date: 16/02/2011 - Council Meeting ___________________________________________________________ Item 16 Subject COMPLAINTS HANDLING REPORT Director LESLEY ATKINSON (CCD) ___________________________________________________________ RECOMMENDATION That the report be received. Discussion Council last considered the Complaints Handling statistics at the October Council meeting. It is the practice to report these statistics on a quarterly basis for Council's consideration. The following two reports relate to complaints received in the period October to December 2010. The first report is "Complaint Statistics December 2010 and summarises the complaints by category and indicates that a total of 28 complaints have been received and dealt with in the fourth quarter of 2010. There were two active complaints at the end of December with all but six of the 28 complaints finalised within 28 days. The second report provides brief details of each of the complaints, the action taken by Council in response to the complaints and whether the customer was satisfied with Council's Handling of the complaint. This report covers the reporting period October to December 2010. Of the complaints received in the October - December 2010 quarter, three customers were not satisfied with the outcome. One customer does not agree with Council's opinion regarding responsibility for a storm water flooding matter. The second customer who lodged a complaint against a staff member did not agree with Council's findings and the third customer was anonymous and unable to be contacted to ascertain their satisfaction. Consultation Consultation has taken place with the Director Community and Cultural Development in the writing of this report. Alignment With Strategic Direction Aligns with Council's Openness and Accountability Value and Governance Focus Area. PAGE 34
PORT MACQUARIE-HASTINGS COUNCIL Planning and Policy Impact None as a result of this report. Financial & Economic Implications None as a result of this report. Options Council has the option of making its own determination in this matter. PAGE 35
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Ordinary Council Meeting - Hastings Council - NSW Government

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