Council takes public complaints on board
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.