Complaints Report

Published on Tuesday, 4 April 2023 at 11:13:09 AM

In accordance with the adopted Council Plan 2022 – 2032, the Shire of Northam is committed to providing the community with regular updates on the number of complaints received and the timeframe for dealing with them.

For the period from January 2023 to March 2023, the Shire of Northam received 5 complaints with an average timeframe of 19 days to deal with these complaints. The complaints were matters relating to:

• The usage of the term ‘Chinese New Year’ relating to an event held in the Shire. A response was provided to the complainant detailing that this was not a Shire event and their concerns have been raised with the organiser.
• The lack of action taken towards a resident who is non-compliant with the firebreak and fuel load and building requirements. A response was provided to the complainant outlining an inspection by Council staff has occurred and appropriate action has been taken, which may be ongoing.
• A faulty lift and staff action towards reporting and managing the fault. A response was provided to the complainant detailing that staff are trained to operate the lift and will assist patrons when required.
• The handling of a sale of property due to non-payment of rates. A response was provided to the complainant detailing that the standard process has been followed. Options were provided to the complainant with respect to this matter.
• Service provided by licensing staff. The complaint was raised with Department of Transport who provided a response to the complainant. It was explained that the correct procedures were followed in this scenario and clarification was provided on the requirements.

Complaints which are received by the Shire will receive an acknowledgement within 2 business days. Where justified, a thorough investigation will be undertaken to understand the facts. The Shire of Northam endeavours to provide an outcome to the complainant within 10 business days however when this is not possible, we will advise the complainant of the delay.

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