From the Chief Executive Officer

Dear Colleagues,

This Complaint Handling Procedures Manual is to be followed by Council staff to provide the best possible service to our customers. By handling complaints promptly and effectively we can turn dissatisfied customers into satisfied customers.

The benefits to the Town of Bassendean in having an effective complaint handling system are:

identifying areas that need improvement
providing a second chance to ‘get it right’ and ensure unhappy customers are satisfied
strengthening community confidence and support in Council’s ability to resolve important issues of concern
saving valuable time and money by avoiding ongoing disputation.

Complaints should be seen as a learning experience and a positive opportunity to improve services by taking corrective action to eliminate any similar problems in the future.

Mr Bob Jarvis
Chief Executive Officer

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