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Almost 25% of all jurisdictional approaches to the Victorian Ombudsman are about local government. Members of the public who complain to the office sometimes express concern that decisions are being made ‘behind closed doors’ or ‘in secret’, presenting this as evidence to support their concerns....
This report revisits an issue the Ombudsman first examined five years ago – how local councils handle complaints from the public. It looks at how councils have changed their practices and what more can be done to ensure they continue to improve their approach.
This report outlines the key results and themes arising from our consultation with councillors, council staff and other stakeholders, including survey responses. It provides the underlying basis for good practice in complaint handling and further illuminates the reasoning behind the content of the Good Practice...