Requests For Services, Compliments and Complaints Policy Type: Reference Number: COU 22 Responsible Department: Responsible Officer: Legislation Relevant Delegations: Related Policies and Procedures Community Goal Corporate Policy Corporate Services General Manager Local Government Act 1999, s270 Corporate Customer Service Policy Telephone, Voice Mail and Email Procedure Review of a Council Decision Handling Difficult Situations Quick Reference Guide Complaints Fact Sheet 1.1 Understanding and responding to the diverse needs of the community in an appropriate manner 6.2 Generate an approach to all Council operations which maintains the principles of good governance. 6.4 Build and maintain a high level of staff morale and performance, safe practices and a customer-centred culture. Council Resolution: Item 108 CSP 14 May 2012 Item 420 C 28 May 2012 Date Adopted: 28 May 2012 Review Date: May 2013 1. POLICY STATEMENT This policy provides fair and consistent guidelines for any request for services and for managing compliments and complaints. It is based on the assertion that our community has a right to request a service or express concern or gratitude regarding service provision. Requests For Services, Compliments and Complaints Policy
2. PRINCIPLES The City of Unley: views its management of requests for services, complaints and compliments as an important component of continuously improving the service offered to customers; is committed to encouraging compliments and recognising and celebrating success across the organisation; is committed to identifying, investigating and resolving issues whether these arise as service requests, suggestions or complaints; recognises the importance of transparency in decision making and the need to provide a fair and objective procedure for the resolution of all complaints; and is committed to tracking the progress of complaint handling within the organisation and reporting this on a regular basis. In line with its Values, the City of Unley will provide a complaints handling procedure which: demonstrates everyone will be treated with dignity and respect; ensures all of the community is listened to; and encourages staff to be positive and take responsibility for their role in the complaint handling process. This policy is based on five principles, which will be fundamental in the way Council manages requests for services, complaints and compliments. They are: Fairness: treating complainants fairly requires impartiality, confidentiality and transparency at all stages of the process. Accessibility: to be accessible there must be broad public awareness about Council s policy and a range of contact options. Responsiveness: this will be achieved by providing sufficient resources, well trained staff and review and improvement of the systems. Efficiency: all matters will be managed as quickly as possible, while ensuring that they are dealt with at a level that reflects their level of complexity. Integration: of different areas of Council where the request or complaint overlaps functional responsibilities. 3. POLICY OBJECTIVES The Policy aims to: improve customer service through consistent, effective management of requests for service, complaints and compliments; distinguish the difference between requests for service, complaints and feedback to Council; provide guidance on what may constitute a reasonable request for a service or an improvement to a service; establish a standardised process for assessing and processing requests, complaints and compliments; and
ensure decision making processes in relation to requests for services and complaints are equitable, transparent and accountable. 4. DEFINITIONS Complaint: when a customer or staff member: expresses dissatisfaction with a product or service offered or provided; considers Council has failed to action a request for service within an acceptable timeframe; and/or considers the conduct of a Council staff member has been unsatisfactory. Complaint Resolution: a complaint is resolved when a customer is satisfied that the Council has made its best attempt to fix the problem. It is possible they may not be completely satisfied with the outcome but they are prepared to accept it and not escalate the complaint any further. Compliment: when a customer or staff member expresses their appreciation for a service or action taken by the City of Unley or particular staff member or team. Feedback: can take the form of comments, both positive and negative, about services provided by Council without necessarily requiring a corrective action, change of services or formal review of a decision. Feedback may, however, influence future service reviews and delivery methods and must be recorded in Dataworks for future reference. Request for Service: a customer requests the provision of service or for some action to be taken to address a problem, or a request for a change to the way the City of Unley delivers a service. If a request for service is not dealt with appropriately it may then become a complaint. For example, if a customer at the Swimming Centre tells a staff member that there is no hot water in the shower, this is a request for service and the staff member must rectify the problem. If the problem is not rectified and the customer needs to repeatedly ask for hot water over several visits it is likely to escalate to a complaint. Request for Information: when a customer request for information regarding services is received and resolved or referred to relevant responsible staff member. Review of a Council Decision: when a customer seeks review of a decision made by the Council, an employee of the Council or persons acting on behalf of the Council. These are dealt with in Council s Review of a Council Decision Policy. Suggestion: when a customer suggests an improvement to a service, increased service levels or new services. 5. REFERENCES South Australia Local Government Act 1999 Part 2 section 270 LGA of SA Requests For Services Model Policy 2012 LGA of SA Complaints Model Policy 2012 City of Unley Admin Policy Complaints and Compliments AD004
6. PROCEDURES 6.1 Compliments A compliment can be lodged in person at the Council Office or relevant Council facility, by phone or by email/letter to the relevant General Manager. Staff Members who receive a compliment are to record it in Dataworks Customer Request against the appropriate departmental compliment classification. This will assign the compliment via a workflow to an administration officer who will: where the compliment is about a particular Staff member, distribute the Compliment details to their Direct Manager, General Manager and the CEO, publish the details on the intranet with the staff members permission, and put a copy on their personnel file; where the compliment relates to a Section, forward the details to the relevant General Manager and the CEO and publish the details on the intranet. The relevant General Manager will respond in writing both to the customer to acknowledge the compliment and to the employee the compliment is about. 6.2 Requests For Service A request for service or customer suggestions for change or improvement should be documented and forwarded to the responsible staff member. 6.2.1 Reasonable Request for Service In determining how to respond to a request for service Council will consider: an assessment of risk; statutory responsibilities; the content of Council s Strategic Management Plans, Annual Business Plans, annual works program and Annual Budget; relevant Council policies and codes; and established service standards and response times for regular Council activities. 6.2.2 Processing a Request for Service In Council s experience, most requests fit within well established guidelines which will be explained to an applicant at the outset. Council aims to manage requests efficiently and effectively. Employees are provided with a level of authority to advise applicants of the likely timeframe to complete the action required. Where further evaluation is necessary before committing Council to undertake the work the applicant will be informed accordingly. If a request cannot be fulfilled in a reasonable timeframe the applicant will be advised, including an explanation of why this decision was taken.
Where an applicant is not satisfied with the Council s decision, it is open to the applicant to lodge a complaint against the decision. 6.2.3 Timeframes for Response Council staff will acknowledge receipt of a request for service within 3 working days. Council staff will then respond to the request within 10 business days advising of Council s intentions in regard to the request. However, the circumstances of individual requests for service will vary greatly. In the majority of cases requests will be processed promptly and the applicant advised verbally or by return post/email. Routine requests are often subject to service response standards. For example, uncollected rubbish bins will be collected within 48 hours and the assessment of public safety concerns will occur, where practicable, on the same day as the request is received. Other requests may be best suited to scheduling to coincide with work in a particular suburb or season. Examples of this include tree pruning on Council streets and attention to minor drainage problems. Requests for major works or new services will be referred to Council for consideration as part of the next annual cycle of review and public consultation. 6.2.4 Recording Requests for Service A person can make request a service by completion of the appropriate form on Council s website, telephone, fax, email, letter, petition to Council or by visiting a Council Customer Service Office. All requests will be recorded in Dataworks in such a way that the information can also be analysed for service improvement opportunities. 6.2.5 Rejected Requests 6.3 Complaints All rejected requests will be recorded in Dataworks and may be reconsidered at a future date, such as in conjunction with the preparation of an Annual Business Plan and associated budget. Council will receive a report on the number and nature of requests, including the percentage of rejected requests, at least twice a year. Council welcomes complaints as a way of improving its services and programs as well as providing an opportunity to put things right. A person can make application for a service by completion of the appropriate form on Council s website, telephone, fax, email, letter, petition to Council or by visiting a Council Customer Service Office.
6.3.1 Defining A Complaint It is important for the staff member receiving the complaint to define whether the customer actually has a complaint, as opposed to a request for service or a suggestion for change/improvement to service. Customer Requests will be forwarded to the responsible staff member. Anonymous complaints will not be registered or followed up. 6.3.2 Managing A Complaint process Complaints may vary greatly in their level of complexity and seriousness. The following steps will be followed by staff to ensure complaints are dealt with efficiently and effectively: acknowledge complaints promptly; assess the complaint - simple problems may not need to be investigated; plan the investigation where one is warranted; investigate the complaint; respond to the complainant with a clear decision; follow up any Customer Service concerns; and consider whether there are systemic issues which need correction. A complaint will be directed to a more senior Officer in the Council, where circumstances indicate that the complaint would be more appropriately handled at a higher level. 6.3.3 Recording A Complaint Staff Members who receive a complaint are to record it in Dataworks Customer Request against the appropriate departmental complaint classification. This will assign the complaint via a workflow to an administration officer who will acknowledge receipt of the complaint and direct the complaint to the appropriate actioning officer to attend to within the relevant timeframe. Complaints that are of a personal, sensitive or confidential nature are not to be recorded under the general customer/complaint classification. There is a separate confidential classification for these types of complaints. 6.3.4 Timeframes For A Complaint Where a complaint cannot be resolved immediately the complainant will be advised of the process to be undertaken. Council staff will acknowledge receipt of a complaint within 3 working days and, where possible, resolving it at that time. Within 10 business days, Council staff will advise the complainant(s) of the likely timeframe
required to investigate and resolve a complaint and will provide regular updates as to progress, where necessary. 6.3.5 Privacy and Confidentiality Complainants have a right to expect that their complaint will be investigated in private, to the extent possible. The identity of complainants will be made known only to those who need to know in the process of investigating and resolving the complaint. The complaint will not be revealed or made public by the Council, except where required by law. 6.3.6 Complaint Management Training For Staff Employees will be trained to manage complaints efficiently and effectively, and will be provided with a level of delegated authority appropriate for the nature of complaints they are expected to resolve. 6.3.7 Complaint Resolution Process Flowchart The following flowchart outlines Council s procedures on how a complaint will be handled and if unresolved would progress to a formal review.
City of Unley Complaint Resolution Process Note: A complainant may approach the ombudsman at any time if they are unhappy with the way their complaint is being handled Complaint received by the City of Unley. Request for Service Officer to confirm whether it is a complaint or a request for service Complaint Admin Officer to acknowledge complaint with 3 working days. If resolution will take longer than 10 days advise customer of estimated timeframe for resolution. Action request for service Complaint registered in Dataworks and forwarded by Admin Officer to appropriate actioning officer - Team Leader/Business Unit Leader or Manager * Resolved? Yes No No further Action Complaint escalates to General Manager Assessed, investigated and decision made. * Resolved? Complaint received by the CEO or his delegate for review. * No Yes No further Action Resolved? Complainant may seek a formal review under Section 270 of the Local Gov Act No Yes No further Action * Provide feedback to Staff member or Business Unit