The South Australian Ombudsman has published a report into the state of complaint handling in South Australian councils.

 

The report found that councils displayed a commitment to improve all aspects of complaint handling, with most having a sound understanding of quality management principles.  The Ombudsman concluded that all councils should continue to promote a ‘complaint valuing culture’.

 

However, the report found that the quality of complaint handling policy and produce documents across audited councils is ‘inconsistent and incomplete’, recommending that all councils review their general complaints and internal review of council  decisions policy and procedures documents to establish best practice and comply fully with the requirements established by law.

 

Local Government Association CEO, Wendy Campana, said while the Ombudsman's report card has given Councils a 'can do better' it was very positive that Councils involved in the audit agreed there was room for improvement and were working towards effecting suggested changes.

 

"I was pleased that 12 Councils were available to take part in the Ombudsman's audit and lay their practices out for scrutiny," Ms Campana said.

 

"It is important that complaints from the community are given a high priority by Councils and it is pleasing to note that Mr Bingham has recognised that Councils are generally responsive to complaints from members of the public.

 

The full report can be found here