Operational Management Plan - 5 Opal St, Cooroy - Crackerjack

6.4 Complaint Logging

  ●​ Register:​

        ○​ All complaints recorded in a Complaint Register (digital log).​

  ●​ Details Captured:​

        ○​ Date and time complaint received.​

        ○​ Name and contact details of complainant (where provided).​

        ○​ Nature of complaint (e.g., noise, lighting, waste, behaviour).​

        ○​ Location and time of alleged issue.​

        ○​ Staff member recording the complaint.​

        ○​ Immediate action taken.​


6.5 Response Protocol

  ●​ Immediate Acknowledgement:​

        ○​ Staff acknowledge complaint respectfully and advise it will be investigated.​

  ●​ Investigation:​

        ○​ Duty Manager investigates complaint as soon as practicable.​

        ○​ Noise checks, CCTV review, or staff interviews conducted as relevant.​

  ●​ Corrective Action:​

        ○​ Immediate steps taken if a breach is identified (e.g., adjusting music
           levels, staff reminder, moving bins).​

  ●​ Communication with Complainant:​

        ○​ Complainant contacted within 7 days with findings and actions.​

        ○​ All correspondence logged in register.​