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Compliments and Complaints

Your feedback is important to us, whether you have a compliment or complaint about a service you have received. We value all feedback, because it helps us to improve our services.

Compliments

If you would like to let us know about a positive experience you had with us, we can make sure that the person or team get the recognition they deserve.

Complaints

We are committed to providing the highest standards of customer service. If this has not been your experience, it is important that we know so that we have the opportunity to make things right.

The Complaint Process

  • Tell us about your complaint and the practical outcome you seek
  • We will acknowledge your complaint and give you a reference number
  • Your complaint and any supporting documents will be fairly considered
  • We will seek to resolve what has caused your complaint
  • You will be informed of our progress and provided with an outcome
  • We seek to deliver outcomes within 15 business days of receipt. If we need more time due to the complexity of the complaint and/or enquiries, we will let you know        

Anonymous Complaints                                                                                                                                              

Council will record anonymous complaints and act when there is sufficient information provided at the time the complaint is lodged. Council may be unable to validate a complaint or seek further information to progress a complaint when the source of the complaint is unknown. Anonymous complaints therefore may not be investigated.

Confidentiality

We welcome complaints from the community and our professional contacts about our service. All complaints are dealt with confidentially. Personal and private information is managed in accordance with Council's Code of Conduct and the Privacy and Personal Information Protection Act 1998.

How to submit a compliment or complaint

Email: council@cumberland.nsw.gov.au
Post:
Cumberland Council
Complaints and Feedback Coordinator
PO Box 42
Merrylands NSW 2160

Phone: 8757 9000

In Person: 

Merrylands Service Centre                     
16 Memorial Ave
Merrylands NSW 2160 
Business Hours: 8.00am to 4.30pm         
Auburn Service Centre
1 Susan Street

Auburn NSW 2144
Business Hours: 8.30am to 4.00pm

Internal Ombudsman Shared Service

If you have not been able to resolve your complaint with the Council, it is open to you to contact the Internal Ombudsman Shared Service (IOSS). The IOSS is available to council staff, Councillors and community members to ensure that the council has appropriately dealt with a complaint/issue raised with it.

When contacting the IOSS you will need to provide, in writing, the reason(s) for your complaint, including any written response that you received from the Council in relation to your original complaint. You should also include any supporting documentation with your complaint.

Your complaint to the IOSS will be assessed in terms of the criteria set out in the Internal Ombudsman Shared Service Governance Charter. 

The Internal Ombudsman Shared Service contact details are as follows:

By post: Internal Ombudsman Shared Service
11 Northumberland Road
Auburn NSW 2144

Email: internalombudsman@cumberland.nsw.gov.au                                                                                     
Phone: (02) 8757 9044

Policies and procedure