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Our three-tiered approach to complaints handling aims to have complaints responded to and resolved promptly, efficiently and effectively.
Frontline Complaints Handling
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.
Internal review
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.
Find out more about the Internal Ombudsman Shared Service.
External Review
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:
At Inner West Council, we encourage reporting of fraud and corruption. This may involve situations where a staff member or contractor is suspected to be engaged in serious mismanagement, breaking government rules, violating privacy, or causing significant waste of public funds.