ORGANISATION AND GOVERNANCE REFORM PROGRAM UPDATE

An update on the Organisation and Governance Reform Program – Central Goldfields Shire was presented to a meeting of Central Goldfields Shire Council last night (27/03).

The Reform Program is in place to deliver the 37 key actions to be undertaken to respond and address every matter raised in both the Inspectorate and Monitor Reports.

Council resolved that the following three policies be put out for community feedback in April.

A draft Service Charter has been developed to demonstrate Council’s commitment to providing our community with a responsive customer experience. It aims to simply and clearly state our commitment to our customers, and to reiterate to the community that Council is committed to providing them with a responsive customer experience. It also sets out the standard of service that customers can expect to receive, and those against which our performance will be measured. The Draft Service Charter will be on public exhibition for two weeks.

The draft Complaint Resolution Policy and Procedure has been developed in accordance with the seven principles as outlined in the Victorian Ombudsman’s Councils and complaints – A good practice guide’.  The plan aims to be easy to understand and practical to implement and adheres to three main principles: Enable – Make it easy to complain, Respond – Take action to resolve complaints and Learn and improve – Analyse complaint data to improve services. A draft Customer Complaint and Compliment Feedback Form has also been developed to complement the policy and procedure. The Draft Complaint Resolution Policy and Procedure will be on public exhibition for two weeks.

The Draft Community Engagement Framework reinforces Council’s commitment to community engagement. It outlines a more open and authentic community engagement approach and aims for effective and inclusive participation in the decisions that affect the local community. It provides a framework around community engagement principles, key methods and resources. The Draft Community Engagement Framework will be on public exhibition for four weeks.

 

Each of the three policies will be available on the Central Goldfields Shire website from Tuesday 2 April, 2018 and residents will have the opportunity to provide feedback via the following methods:

 

Emailmail@cgoldshire.vic.gov.au

Phone – Customer Service on 5461 0610

Post – PO Box 194, Maryborough, VIC, 3465

In person – Shire Office, 22 Nolan Street, Maryborough

 

Hard copies of the three policies will also be available to view at the Shire Office, Maryborough Library and Goldfields Family Centre.

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