We are seeking feedback on the revised Complaint Management Policy. The policy ensures complaints are handled fairly, efficiently, and effectively.
The Policy has undergone a review and changes are outlined below:
- Refined grammar
- Updated reference(s) to the Managing Unreasonable Conduct towards QPRC and its Employees Policy
- Customer Service definition included
- Customer Experience definition included
- Updated reference to the NSW Ombudsman’s Effective Complaint Handling Guidelines
- References to Chief Executive Officer revised to General Manager
- Removal of repetitive information
- Updated references in the Complaint Management Framework
Feedback can be provided by:
- Completing the online form below
- Emailing feedback directly to council@qprc.nsw.gov.au with the subject title "Complaint Management Policy"
- Handwriting your submission and delivering it to Council's Customer Service Centres
- Posting your submission to PO Box 90, Queanbeyan NSW 2620
Submissions must be received by Council by Thursday 9 July 2026.
