CUSTOMER SERVICE POLICY PUBLIC REACTION Competitive Neutrality · A complaint regarding competitive...
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UPPER HUNTER SHIRE COUNCIL CUSTOMER SERVICE −POLICY −PUBLIC REACTION − Complaints −Competitive Neutrality Policy Council staff will ensure that every complaint is received courteously, investigated and acted upon quickly and appropriately. All complaints will be recorded in writing and into TRIM. Objective To ensure complaints relating to competitive neutrality are dealt with appropriately. Procedure/Practice A complaint regarding competitive neutrality is a complaint that Council has not met its requirements under the National Competition Policy Statement or "Pricing and Costing for Council Businesses − A Guide to Competitive Neutrality" or that Council has not abided by the spirit of competitive neutrality in the conduct of a business activity. Competitive neutrality is one of the principles of national competition policy. The principle of competitive neutrality is based on the concept of a "level playing field" between persons competing in a market place, particularly between private and public sector competitors. Essentially, the principle is that government businesses should operate without net competitive advantages over other businesses as a result of their public ownership. Recording Complaints Complaints may be received via telephone, in writing or over the counter. All complaints will be recorded by the staff member receiving the complaint, and will include the following: • Date and time • Staff member's name • Complainant's name, address and telephone numbers • Nature and details of the complaint Complaints will be recorded into the TRIM container CUSTOMER SERVICE − PUBLIC REACTION − Complaints − Competitive Neutrality and assigned to the Public Officer for investigation. Processing Complaints The Public Officer will examine and investigate the complaint. All complaints are to be dealt with within 4weeks of receipt of the complaint. At all times the complainant is to be kept informed of what action is being taken in regard to their complaint and what follow−up action is being taken. Remedies Resolution of a complaint may be: • To provide more information to the complainant for a more accurate understanding of competition policy; • To investigate / review Council's business activity if a legitimate complaint is made; • To change Councils business practice where a complaint is justified. Review If the complaint cannot be resolved by Council officers, then the complainant will be referred to the most appropriate agency: • The Division of Local Government for review by the State Government where warranted. • The Ombudsman's Office − may receive complaints and will determine whether the complaint is dealt with by the Office or referred to the Division of Local Government. • The Independent Commission Against Corruption − may investigate matters in it's jurisdiction. Mechanisms are in place for complaints to be referred to the Division of Local Government. • The Australian Competition and Consumer Commission − provides a phone information service to any person to assist in understanding the Trade Practices Act 1974 and it's application to local
Transcript of CUSTOMER SERVICE POLICY PUBLIC REACTION Competitive Neutrality · A complaint regarding competitive...
UPPER HUNTER SHIRE COUNCIL
CUSTOMER SERVICE −POLICY −PUBLIC REACTION − Complaints −Competitive Neutrality
Policy
Council staff will ensure that every complaint is received courteously, investigated and acted upon quicklyand appropriately. All complaints will be recorded in writing and into TRIM.
Objective
To ensure complaints relating to competitive neutrality are dealt with appropriately.
Procedure/Practice
A complaint regarding competitive neutrality is a complaint that Council has not met its requirementsunder the National Competition Policy Statement or "Pricing and Costing for Council Businesses − AGuide to Competitive Neutrality" or that Council has not abided by the spirit of competitive neutrality inthe conduct of a business activity.
Competitive neutrality is one of the principles of national competition policy. The principle of competitiveneutrality is based on the concept of a "level playing field" between persons competing in a marketplace, particularly between private and public sector competitors. Essentially, the principle is thatgovernment businesses should operate without net competitive advantages over other businesses as aresult of their public ownership.
Recording Complaints
Complaints may be received via telephone, in writing or over the counter.
All complaints will be recorded by the staff member receiving the complaint, and will include thefollowing:• Date and time• Staff member's name• Complainant's name, address and telephone numbers• Nature and details of the complaint
Complaints will be recorded into the TRIM container CUSTOMER SERVICE − PUBLIC REACTION −Complaints − Competitive Neutrality and assigned to the Public Officer for investigation.
Processing Complaints
The Public Officer will examine and investigate the complaint. All complaints are to be dealt with within4 weeks of receipt of the complaint. At all times the complainant is to be kept informed of what action isbeing taken in regard to their complaint and what follow−up action is being taken.
Remedies
Resolution of a complaint may be:• To provide more information to the complainant for a more accurate understanding of competition
policy;• To investigate / review Council's business activity if a legitimate complaint is made;• To change Councils business practice where a complaint is justified.
Review
If the complaint cannot be resolved by Council officers, then the complainant will be referred to the mostappropriate agency:• The Division of Local Government for review by the State Government where warranted.• The Ombudsman's Office − may receive complaints and will determine whether the complaint is
dealt with by the Office or referred to the Division of Local Government.• The Independent Commission Against Corruption − may investigate matters in it's jurisdiction.
Mechanisms are in place for complaints to be referred to the Division of Local Government.• The Australian Competition and Consumer Commission − provides a phone information service to
any person to assist in understanding the Trade Practices Act 1974 and it's application to local
government.
References
NSW Government Policy Statement on the Application of National Competition Policy to LocalGovernment, June 1996.
Pricing and Costing for Council Businesses − A Guide to Competitive Neutrality, NSW Division of LocalGovernment, July 1997.
Guidelines on the Management of Competitive Neutrality Complaints, NSW Division of LocalGovernment.
Division of Local Government, Promoting Better Practice Review Report − Bellingen Shire Council,date 17/07/2008
Local Government (General) Regulation 2005 cl 217(1 )(d)(vii) and (ix) which requires the annual report tocontain a statement re the establishment of a complaints handling mechanism for competitiveneutrality complaints, including:11 Manner in which publicises and makes known to publicE Summary of complaints received11 Subject matter or nature of complaints[ Statement as to outcome of complaints, includes number disposed of and number outstanding
CUSTOMER SERVICE −P O L I C Y
−S T A N D A R D S
−S e r v i c e
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Telephone Calls, Written Correspondence, Face to Face
This policy replaces that of the same title that was adopted by Council at its meeting on 27 October 2008.This policy was adopted by Council on 27 May 2013.
Review Date
November 2016 − Director Corporate Services
Authorised By: ..........
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D N Dutton, General Manager Date
