Gosford rating based on own assessment

A recent complaint handling survey, in which Gosford Council was rated one of the top five in the State, was completed on a self-assessment basis and was not independently verified, according to the NSW Ombudsman's office.

Gosford Council was one of five councils, out of 125, that the survey found to comply with the Australian Standard for complaint handling.

"The complaint handling systems survey was completed on a self-assessment basis," said Ombudsman public relations officer Ms Lisa Du.

"While councils were asked to provide copies of various documents about their complaint handling system, no independent verification of the systems has been conducted.

"There is no direct link between the number of complaints an agency receives and the quality/standard of its complaint handling system."

Lyle Stone, 21 Feb 2008 Interview: Lisa Du, NSW Ombudsman's Office