1. Introduction The Local Market Healesville is committed to maintaining a welcoming and enjoyable environment for

both patrons and store owners. We take complaints seriously and strive to resolve issues fairly and promptly. This policy

outlines the process for submitting complaints and how they will be handled.

2. Who Can Submit a Complaint? Complaints can be submitted by:

• Patrons of The Local Market Healesville

• Store owners and vendors participating in the market

3. How to Submit a Complaint If you have a complaint, you can contact us through the following channels:

• Email: Send an email to info@thelocalmarkethealesville.com with details of your complaint.

• Phone: Call one of our market coordinators:

◦ Georgina: 0491 723 358

◦ Nicole: 0425 815 795

For complaints and feedback regarding council-related matters, you can contact the Yarra Ranges Council Festivals and

Events team:

• Email: Festivals@yarraranges.vic.gov.au

4. Complaint Handling Process

1. Acknowledgment: Complaints will be acknowledged within five (5) business days of receip

2. Investigation: The Local Market Healesville team will review the complaint, gather necessary information,

and may contact relevant parties for further clarificatio

3. Resolution: We aim to provide a resolution within ten (10) business days. If further investigation is required,

we will keep the complainant informed of progress.

4. Outcome Notification: The complainant will be notified of the outcome and any actions taken to address

complaint.

5. Confidentiality and Fairne

• All complaints will be handled confidentiall

• Complaints will be assessed fairly and without bias.

• No complainant will face retaliation for raising concerns in good faith.

6. Escalation of Complaints If a complainant is dissatisfied with the resolution provided by The Local Marke

Healesville, they may escalate their concerns to the Yarra Ranges Council Festivals and Events team using the contact

details provided above.

7. Policy Review This Complaints Policy will be reviewed annually to ensure effectiveness and alignment with best

practices.

For any questions regarding this policy, please contact us at info@thelocalmarkethealesville.com.