Complaints Report

Published on Friday, 21 July 2023 at 8:52:49 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 April 2023 to June 2023, the Shire of Northam received 2 complaints with an average timeframe of 25 business days to deal with these complaints. The complaints were matters relating to:

• Action taken by staff when responding to a verge issue. A response was provided to the complainant detailing that the staff involved have been reminded of our customer service charter and our focus on providing effective communication with our ratepayers and residents.
• Action taken by staff when responding to a non-compliance with a local law. A response was provided to the complainant detailing that the matter had been reviewed and determined that staff had acted appropriately given the ongoing non-compliance, and several attempts made by staff to gain voluntary compliance prior to commencing a more formal enforcement process.

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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