By Charlene Macaulay
The complaint-handling processes of local councils will be put under the microscope under a new Victorian Ombudsman inquiry.
The Ombudsman will survey all 79 Victorian councils on their processes, including whether they make it easy for people to complain, how complaints are recorded, and if they take appropriate action to resolve complaints.
The findings are expected to be released in mid-2019.
Victorian Ombudsman Deborah Glass said the survey results aimed to identify areas where councils can improve.
Ms Glass said complaints about local government account for about a quarter of all complaints to the office each year.
“Given the breadth of services councils provide to Victorian communities, this comes as no surprise,” Ms Glass said.
“But it is important that councils themselves are responsive to the concerns being raised.”
Last year, Wyndham council received six complaints through the Ombudsman – three relating to a “perceived” lack of action about noise disturbances, two relating to rates notices, and one regarding nature strip damage.
The council’s city operations director, Stephen Thorpe, said the council had a three-stage process for complaints.
“The first is the investigation of operational complaints by the supervisor responsible for the area that provided the service,” Mr Thorpe said.
“The complaint is then referred to a senior manager of the department.
“If still unhappy, an individual can refer their complaint to the chief executive officer.
“If an individual is not satisfied, they are then able to refer the complaint to external agencies, like the Victorian Ombudsman.”
