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Complaints

What is a complaint?

A complaint is any expression of dissatisfaction made to an organisation, related to its products, services, or the complaints handling process itself, where a response or resolution is explicitly or implicitly expected.

Lodging a complaint

If you have a complaint involving the Shire of Northam you should attempt to resolve it directly with the local government in the first instance. A telephone call may be sufficient to resolve the matter, otherwise, it is recommended that you write to Council describing your complaint and the resolution you are seeking. Complaints can be made in writing to 
records@northam.wa.gov.au or by mail to:

Shire of Northam
PO Box 613
NORTHAM   WA   6401

If your complaint is in relation to a minor breech the Complaint of Minor Breach Form with appropriate and relevant supporting evidence attached is to be submitted to Council’s Designated Complaints Officer:

Mr Colin Young
Executive Manager Corporate Services
P: (08) 9622 6100
E: records@northam.wa.gov.au

If your complaint is in relation to a serious breech it must be lodged with the Department of Local Government, Sport and Cultural Industries (the Department). Further information in relation to this process can be found on the Department’s website. 

Council’s Process and Commitment

Council has a complaints process in place which details how your complaint will be handled along with timeframes for each stage. This allows the Complaints Officer a reasonable time to respond to your complaint and ensures that your complaint is handled in a timely manner.

If the response you receive is incomplete or unclear, you may need to seek further clarification. If, after receiving a response, your problem remains unresolved, you may wish to consider raising the matter with your local ward Councillor or Shire President. Details of your local Council representative may be found on Council’s website here.

Please see below flow chart detailing Council’s complaints process:

 

What if your complaint is not resolved?

If your complaint is not resolved by the Shire of Northam, you can make a complaint to the Ombudsman Western Australia, further information can be found on their website.