Ipswich City Council (council) recognises that effective complaint management offers many practical benefits as all feedback provides information about program weaknesses, service delivery faults and the management and performance of council employees. Good administration practices involve the regular review of council’s services, programs, policies, procedures and the lessons learnt from complaints can feed into that process.
Council is committed to recognising the importance and value of listening and responding to complaints. If you have feedback, including a suggestion, problem, issue, concern or compliment about the services, decisions or actions of Ipswich City Council, we would like to hear about it.
Your valued feedback contributes to our continuous improvement towards the delivery of customer service excellence. Please take the time to provide your feedback through the avenues outlined below.
Council has a complaints management framework to ensure we deal with all complaints in a fair and transparent manner. If you require further information about the complaint management process, download:
Feedback can be about:
Council provides a diverse number of services and programs to our customers and receives complaints on a daily basis. Customer complaints when they are first brought to the attention of council, in the majority of cases the complaint will be managed as a Request for Service, as the customer will be complaining about an issue such as:
A request for service is where you want Council to take action that will be handled in accordance with internal procedures and processes by the relevant operational staff and, will be completed within agreed timeframes.
For a request for service, please phone Council on 07 3810 6666 alternatively you can lodge your service request here MyIpswich (registration or log-in required).
Anyone can provide feedback or make a complaint, whether it is in person, in writing, online or by phone.
Yes, however, if you lodge a complaint on behalf of an affected person, we will respond directly to the person affected, not to you as the person acting. If you provide a letter of authority confirming that you are acting on behalf of the affected person, we will respond to you instead.
You can lodge most maintenance reports, such as damaged footpaths and roads at MyIpswich. (Registration or log-in required).
For compliments, complaints, enquiries and suggestions:
Any complaints regarding the below issues are not dealt with by Council and should be referred to the relevant body for resolution:
Your feedback is important to council. It helps us to understand how we can improve our service delivery to better meet the needs of our customers. This information is used to review our processes and develop new initiatives to support business improvement.
Council directs your concern to the complaints management unit (CMU). A customer liaison officer (CLO) acknowledges your feedback, investigates the issue with the relevant business area and responds directly to you.
The CMU may contact you to discuss your concerns or to ask for further information.
Council is committed to responding to your feedback and does its best to resolve your complaint within 10-45 days. This depends on the nature and complexity of your complaint.
If not satisfied with the outcome, you have the right to take your complaint to an external agency, such as the Queensland Ombudsman or Judicial Review.
Council reserves the right to not acknowledge or respond to:
Council will not disclose your personal information to any other person or organisation unless one of the following reasons applies:
Council collects non personal information about you unless you voluntarily choose to participate in an activity through this website that involves the collection of personal information, such as sending electronic mail to this website, participating in a survey on this website, submitting a form on this website, undertaking a payment or other transaction through this website using our Online Self Service tools, or suggesting a link from this website to an external website. If you choose not to participate in these activities, your choice will in no way affect your ability to use this website.
You are able to access information held by council about you under the Right to Information Act 2009. If you have questions or concerns regarding council’s treatment of your information please contact the CMU on 07 3810 6666 or email firstname.lastname@example.org Please note that some records (e.g. land records etc.) are open to public inspection under current legislation.
No, there is no fee or charge.
The Customer Feedback Information is reviewed on a regular basis, to guarantee its relevance and effectiveness to ensure customer feedback is correctly recorded, prioritised and responded to within agreed timeframes. A statement on Council’s Complaint Management is included in the Annual Reports as per legislation.
Our Internal Audit Branch will periodically audit the Customer Feedback Information, processes and procedures.
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