Compiled Reference Document - 51995.1611.04 (As Published)

                 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.​




Document Set ID: 24240356
                  24092246
Version: 1, Version Date: 22/10/2025
                          02/09/2025