Coun­cil takes public com­plaints on board

Central and North Burnett Times - - NEWS -

NORTH Bur­nett Re­gional Coun­cil has been tri­alling a new sys­tem for cus­tomer com­plaints to make the process more ef­fec­tive.

The way the coun­cil records and lodges a com­plaint has changed, so there will hope­fully be a higher recorded num­ber that can be ac­tioned, and sub­se­quently dealt with.

Coun­cil chief ex­ec­u­tive of­fi­cer Mark Pitt said in pre­vi­ous years, they had not been the best at cap­tur­ing com­plaints, with hopes the cur­rent sys­tem would ad­dress that.

“We’ve cer­tainly broad­ened the scope of what ones we deal with, and so far we’ve been cap­tur­ing a lot more, and they’re get­ting ac­tioned a lot quicker,” Mr Pitt said.

Most of the new pro­cesses have been tri­alled over the past fi­nan­cial year.

As an ex­am­ple, a com­plaint about cat­tle on the road would pre­vi­ously be sent back to the same depart­ment if the mat­ter was not re­solved.

“We col­late all the in­for­ma­tion, look over the orig­i­nal de­ci­sion and try to get a much speed­ier process,” Mr Pitt said.

The Queens­land Om­buds­man sup­ported get­ting the new process go­ing.

Mr Pitt said res­i­dents who lodged a com­plaint with the coun­cil but were still un­happy could take that com­plaint to the Om­buds­man.

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