The Policy aims at: 

• ensuring a consistent, fair and efficient resolution to customer complaints 
• welcoming feedbacks from residents and; 
• including a Complaints Management Framework that sets out the process of making and responding to complaints. 

This Policy demonstrates Council's commitment to delivering effective and inclusive services to the community by courteously dealing with received complaints. 

The Policy is aligned to the Leading and Engaged destination of the Community Strategic Plan CBCity 2036.