Background Information

Council’s existing complaints handling policy was adopted at the Ordinary Meeting of Council on Wednesday 17 August 2022 and a review of the policy has now been undertaken. The revised Complaints and Feedback Management Policy has been updated to ensure that Councillors, Council Officers and the community are aware of their obligations and responsibilities with respect to feedback and complaints management and to provide greater clarity on what is deemed a complaint.

The revised policy has been reviewed in accordance with the provisions of the NSW Ombudsman’s model policy, however much of the information in the previous policy was of an operational or procedural nature and have therefore been excluded from this policy. Such procedural matters are included in the Complaints and Feedback Management procedure that supports this policy.

The Policy before Council has been updated to provide greater clarity on what is and what isn’t a complaint, has been redrafted on the current policy template, amends references to legislation dates where applicable and amends the Policy review period to four (4) years.

Viewing the Policy

The Draft Complaints and Feedback Management Policy and associated documentation may be viewed:

  1. Document Library on this page
  2. Council’s Customer Service Counter, Civic Centre, 68 Elizabeth Street, Moss Vale NSW 2577, between 8.30am and 4.30pm Monday to Friday
  3. Councils Libraries

Public Exhibition Period

The Draft Complaints and Feedback Management Policy is on public exhibition for a period of 4 weeks (28 days).

It will open at 8.30am on Monday 12 August and close at 4.30pm on Monday 9 September 2024.

    Providing Feedback

    Only written submissions can be considered and these must be received by Council before 4.30pm on Monday 9 September 2024. Please note submissions can only be received through the following ways:

    1. Submission Form (below)
    2. Emailed directly to mail@wsc.nsw.gov.au
    3. Hand delivered to Council's Civic Centre at 68 Elizabeth Street, Moss Vale NSW 2577 between Monday to Friday, 8.30am and 4.30pm
    4. Posted to Wingecarribee Shire Council, PO Box 141, Moss Vale NSW 2577

    Please note that your submission may be included in the final report to Council.

    Your personal information contained in your submission is collected by Council for the purpose of corresponding with you about your submission. Your submission, including only your name and locale, will be contained in the Council meeting business paper and made publicly available on Council's website. If you make an anonymous submission, Council will be unable to contact you further and only a summary of the points made in your submission may be provided.

    Next Steps:

    Submissions received will be reviewed and a final report will be developed for adoption by Council. For project updates, please follow and subscribe to this page.