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Three levels of complaint handling
Our three-tiered approach to complaints handling aims to have complaints responded to and resolved promptly, efficiently and effectively.
We aim to resolve complaints at the first level, through investigation, action and response by the relevant service areas.
Tier One resolution may take place at any of the following levels:
- Frontline Customer Service Officer
- Person responsible for providing the service
- Immediate supervisor of person providing the service
- Responsible service manager
- Customer Complaints Specialist
- Responsible Director
- General Manager.
A staff member may decide to escalate the complaint to an officer within their hierarchy for review or assessment. The outcome of this review will be provided to you.
Where a complaint is unable to be resolved or there is dissatisfaction with Council's response following Tier One, you may choose to refer the matter to the Internal Ombudsman Shared Service (IOSS) for review.
The IOSS provides an "independent ear" regarding complaints about:
- administrative conduct
- unethical behaviour by Council
- corrupt conduct
- misconduct
- or maladministration.
When referring your complaint to the IOSS full details and any relevant documents must be included.
You can:
- Lodge a complaint online
- Complete the Internal Ombudsman Shared Service Complaint Form
- Email your complaint to internalombudsman@innerwest.nsw.gov.au
If you are not satisfied with Council's response to your complaint and the outcome of an IOSS review, you may seek a further review from a relevant Government body or regulatory agency such as the:
Reporting fraud or corruption
We encourage members of the public to report suspected fraud, corruption, or deliberate misconduct involving Inner West Council, its staff, contractors or elected officials.
You can submit a fraud, corruption or serious misconduct form online. Please provide as much information as possible.
