Draft Complaints Policy
Open's a PDF (.pdf) version of the document.
Council provides an extensive range of services to our community. We value our customers and are committed to providing a high standard of service and ensuring consistency in service delivery. If our service falls short, or we make a mistake, we encourage our customers to contact us directly so we can resolve the issue promptly. We regard complaints as an opportunity to improve our practices and procedures.
We invite you to provide your feedback on the draft Complaints Policy which aims to put in place an open and transparent customer complaint handling system to ensure complaints are handled fairly and objectively. Our policy outlines our commitment to being accessible and responsive to determining the outcome of complaints quickly and creating a culture that encourages feedback.
The community engagement process is open until Wednesday 24 November.
The City of Whittlesea recognises the rich Aboriginal heritage of this country and acknowledges the Wurundjeri Willum Clan as the Traditional Owners of this place.
Personal information is recorded information or opinion, whether true or not, about an identifiable individual.
Personal information typically includes, but is not limited to the following:
Under the Privacy and Data Protection Act 2014, Council is required to set out clearly expressed policies on its management of personal information: you can access Council’s Privacy and Data Protection Policy here.
To become a registered user on this Council community engagement site, you will be asked to provide the following personal information:
We will also collect information that you provide via the Engage City of Whittlesea feedback tools. This includes:
We will only use the personal information you provide for the purposes for which it was collected and any other reasonable secondary purpose. The information we collect may also be used for our own planning and research purposes to improve our services to the community. We will not disclose your personal information to third parties unless disclosure is required by law.
We will also protect the quality and integrity of your personal information and will use appropriate technologies and security methods to securely store the information collected to prevent unauthorised access and improper use of the information.
We will only collect personal information from you with your prior knowledge and consent. You can access and browse our website without disclosing personal information.
When you visit this website, our Internet Service Provider makes a record of your visit and logs the following information for statistical purposes:
We will make no attempts to identify users or their browsing activities except, in the unlikely event of an investigation, where a law enforcement agency may exercise a warrant to inspect our Internet Service Provider's logs.
We will only record your email address if you send us a message. It will only be used for Council purposes and will not be disclosed to any third parties without your consent.
When you sign up for a user account you provide two types of information:
Publicly available information
Publicly available information is limited to your username and any comments you leave under that name in the forums or other feedback tools on Engage City of Whittlesea.
Content that you post on the site publicly, will be able to be viewed by everyone who uses the site. Each post will contain your username and any publicly available reports from consultations, and may include quotes from participants in forums, surveys and other consultation tools
Please note that the City of Whittlesea is subject to the Freedom of Information Act 1982 (Vic) legislation. The Freedom of Information Act 1982 gives individuals and corporations a general right of access to documents held by Council. This includes documents created by Council, documents held by Council from contracted service providers and documents supplied to Council by external organisations or individuals.
Information available to both City of Whittlesea and Harvest Digital Planning includes:
You can request to access your personal information Council will provide access to information held by Council about an individual to that individual on request, except in specific circumstances as outlined within the PDP Act. Requests for access to and correction of documents containing personal information are generally managed under the Freedom of Information (FOI) Act 1982. FOI requests must be made in writing and are accompanied by an application fee. Please see Council’s website for more information regarding how to make an application or contact a Freedom of Information Officer on 9217 2294. Some requests for personal information may be dealt with informally (outside of the FOI Act). Please contact Council’s Privacy Officer on 9217 2223 to discuss your requirements. Where Council holds personal information about an individual and the individual believes that information is incorrect, Council will take reasonable steps to correct the information as soon as practicable and within 30 days of the request. If Council denies access or correction, Council will provide reasons. If Council and an individual disagree about the accuracy of personal information held by Council, Council will take reasonable steps to record a statement relating to the disputed information if requested by the individual. If you are not satisfied with Council’s resolution of an information privacy matter you may make a complaint to the Office of the Victorian Information Commissioner (OVIC) Post: PO Box 24274, Melbourne Vic 3001 or Email: email@example.com.
If you believe we have handled your personal information inappropriately, please contact the Information Privacy Officer on 03 9217 2223 or email firstname.lastname@example.org.
Cookies are sent by a website and stored in a user's computer and can contain data such as the parts of a website the user has visited. This website uses a cookie that may contain data about your current online session, but it is deleted once you close your browser window.
We record website visitor’s activities for statistical purposes using a third-party product, Google Analytics.
These privacy statements only apply to our website and do not apply to any websites we link to.
The following Terms and Conditions govern the use of Engage City of Whittlesea (“the site”). The software platform is owned by Harvest Digital Planning Pty Ltd (Harvest) and operated by the City of Whittlesea.
What are the conditions with a user’s account?
We are not responsible for the content on the site that has been provided by the users of the site. Any content posted by you is subject to the rules of our Moderation Policy. Your contribution to the site may be edited, removed or not published if we consider it inappropriate (refer to Moderation Policy). Contributors should also be aware that their posts may remain online indefinitely. Where practical, you may choose not to identify yourself, deal with us on an anonymous basis or use a pseudonym.
What do we require from our users?
You must understand and agree that, without limitation:
Can your account be suspended or terminated?
We may terminate or suspend access to your site and/or account immediately, without prior notice, including without limitation if you breach the Terms. We may immediately deactivate or delete your account and all the related files and information in your account. After your account has been terminated, the content you have posted may also remain indefinitely on the site.
If you want to terminate your own account, please send an email to email@example.com
These Terms shall be governed in accordance with the laws of Victoria, Australia, without regards to its conflict of law provisions.
The City of Whittlesea, its subsidiaries, affiliates, officers, agents, licensors and other partners are not responsible for any loss, liability, claim, or demand, including legal fees, made by any third party due to or arising from a breach of this agreement and/or any breach of your representations and warranties set forth above.
What content do we own?
This website contains the copyrighted material, trademarks, patents, trade secrets and other proprietary information (“Intellectual Property”) of the City of Whittlesea and its suppliers and licensors. The City of Whittlesea owns and retains all proprietary rights in the intellectual property. All intellectual property in the content of this site including without limitation to text, software, source code, pages, documents and online graphics, photographs, sounds, audio, video and other interactive features are owned by or licensed to us.
Any original content that you submit or post on our site may be made available to the public and allows users to share your content (with the end user acknowledging your contribution) under the Creative Commons Attribution-ShareAlike 4.0 Australian License.
Except for Intellectual Property which is in the public domain or for which you have been given written permission, you may not copy, alter, transmit, sell, distribute any of the Intellectual Property on this site.
We are not responsible for your communications or dealings, including payment and delivery of goods or services, with a third party found via our website. Any loss or damage incurred from those communications or dealings are solely between the user and the third party.
Disclaimer and Warranties
Users must agree that you use of the site is at your own risk. We make no warranty that the site will meet your requirements or be uninterrupted or error-free. Any material that the user downloads through the site is done at their own risk and are responsible for any damages to their computer system or loss of data.
What happens if these Terms change?
We reserve the right, at our sole discretion, to modify or replace these Terms at any time without notice. The most recent version of the Terms can be seen on this page. By continuing to access or use our site after those revisions become effective, you agree and will comply to the revised terms. If you do not agree to the revised terms, please discontinue using our site.
If you have any questions about these Terms, please contact us at firstname.lastname@example.org
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