Client Complaint Resolution for Local Government
Receives, investigates, and resolves ratepayer complaints through a structured escalation and resolution process.
Supports Local Government Act compliance, freedom of information requirements, and public accountability standards.
Workflow Stages
Complaint Intake
Receive and document the complaint, acknowledge it to the ratepayer, and assign an owner.
Inputs
- Ratepayer complaint submission
- Ratepayer account information
- Complaint classification guide
Outputs
- Logged complaint record
- Acknowledgment sent to ratepayer
- Complaint owner assigned
Investigation
Research the complaint by reviewing relevant records, speaking with involved parties, and identifying root causes.
Inputs
- Complaint record
- Service delivery logs
- Team member statements
Outputs
- Investigation findings
- Root cause analysis
- Recommended resolution options
Decision Points
- • Is the complaint valid?
- • Is this a systemic issue or isolated incident?
Resolution Proposal
Develop and present a resolution proposal to the ratepayer, including corrective actions and any compensation offered.
Inputs
- Investigation findings
- Resolution authority limits
- Ratepayer relationship context
Outputs
- Resolution proposal document
- Compensation offer if applicable
- Ratepayer communication prepared
Decision Points
- • Does the resolution require management approval?
- • Is compensation warranted?
Resolution Implementation
Execute the agreed resolution including any service corrections, process changes, or compensation.
Inputs
- Approved resolution plan
- Resource allocation
- Implementation timeline
Outputs
- Resolution actions completed
- Compensation delivered
- Process corrections applied
Follow-Up and Closure
Confirm the ratepayer is satisfied with the resolution and close the complaint record.
Inputs
- Resolution completion confirmation
- Ratepayer contact details
- Satisfaction survey
Outputs
- Ratepayer satisfaction confirmed
- Complaint record closed
- Improvement recommendation logged
Frequently Asked Questions
What if the ratepayer is not satisfied with the proposed resolution?
The complaint is escalated to a senior manager who will work directly with the ratepayer to find an acceptable alternative resolution.
Are complaints tracked for trend analysis?
Yes, all complaints are categorized and analyzed monthly to identify systemic issues and drive process improvements.
How quickly will the ratepayer receive an acknowledgment?
Complaints are acknowledged within 4 council hours of receipt, with an assigned owner and expected resolution timeline communicated to the ratepayer.
Ready to implement this workflow in your business?
Our team can implement this workflow into your business operations with custom tools and training.