Feedback, complaints and suggestions

Customer Service Charter overview Service standards Feedback form

Contacting us - your feedback is important to us

We value your feedback about our operations and services.  Whether you have a request for action, a compliment or a complaint, we would like to hear from you.  To let us know how we can better service your needs, you can contact us by:

• Email, council@cgg.wa.gov.au
• Telephone: (08) 9956 6000
• Mail: post to Chief Executive Officer, City of Greater Geraldton, P O Box 101, Geraldton WA 6531
• Visiting us at the Civic Centre in Geraldton, 63 Cathedral Ave or the Mullewa District Office, Thomas Street.
• Completing the Customer Feedback Form online or you may prefer to pick up a feedback form from the Regional Library, Marine Terrace, Geraldton or either of our offices in Mullewa or Geraldton

Customer satisfaction counts

The Customer Relations Manager at the City of Greater Geraldton will ensure your requests, comments or complaints are dealt with appropriately and in accordance with the Customer Service Charter.  Please see our contact page for our locations and opening times.

Making a complaint

We realise that sometimes, despite our best efforts, you may not be happy with the way we have performed a service.  We encourage you to bring your concern to us directly so the matter can be resolved promptly.  A complaint may be received in person, over the phone or in writing including electronic communication.

The City of Greater Geraldton will manage all complaints in line with established policies and procedures.

The Australian Standard for Complaints ISO AS 10002 - 2006 defines a complaint as:

“Any expression of dissatisfaction with a product or service offered or provided”.

A complaint is not to be confused with a suggestion, a request for service or a request for information.  For convenience, the following definitions are provided:

Complaint

a statement of dissatisfaction by a customer regarding the unsatisfactory delivery of a product or service offered by Council or the unsatisfactory conduct of Council officers

Compliment

positive feedback about a product or service

Suggestion

suggested service or product improvement

Request for information

an enquiry or request for information about Council services, facilities, policies or procedures

Request for service

request for action to be taken in relation to a service or product

Should a complaint be received at the City of Greater Geraldton, you can be assured that the following action will be taken –

• All complainants will be treated with respect, courtesy and professionalism
• If the complaint is received by phone or over the counter the officer concerned will take all the details from you at that time. If the matter cannot be resolved at that time, an investigation will be commenced within 5 days. A written response informing you of the decision will be provided to you within 10 days
• If the complaint is received in writing we will acknowledge your correspondence  within 5 days and provide a written reply informing you of our decision within 10 days
• Should you still be dissatisfied with the decision you can apply for it to be reviewed internally by a senior internal review officer
• If the matter cannot be satisfactorily resolved by the internal review officer the customer can request that the matter is passed to the office of the CEO for review
• Decisions can be appealed via external review by contacting the Office of the Ombudsman of WA.  Various publications on how to make a complaint to the Ombudsman are available on their website at www.ombudsman.wa.gov.au