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Operational Management Plan - 51995.1611.04
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Log in to see the plans as drawn6.4 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.
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