ADMINISTRATIVE ACTION COMPLAINTS MANAGEMENT POLICY AND PROCEDURE · Report

SERVICES & ORGANISATION COMMITTEE MEETING                                         10 MARCH 2026


        o   Human Rights Statement.
Overall, the above changes have been proposed as a result of extensive research, testing,
consultation, expert advice and feedback to ensure the policy approach is practical, transparent and
supports a consistent, fair and transparent approach to complaint management.

4. Implementation

Following Council’s adoption of the new AAC Policy and Procedure, provided in Attachments 1 and
2, the Governance Branch will implement the changes through the provision of advice and training
to relevant teams, and by continuing to manage and monitor Council’s AAC complaints management
portfolio.

In accordance with statutory obligations, the updated Policy and Procedure will be published on
Council’s website.


Link to Corporate Plan
Theme No. 5 - Excellence
This theme focuses on customer experience, financial sustainability, innovation and technology,
levels of service, governance, our employees and volunteers, funding streams and asset
management practices.




Previous Council Consideration
Nil.


Finance
Nil.


Risk & Opportunities
By adopting an improved Policy and Procedure for Council and the community, Council will be
reducing the risk of non-compliance with legislation which may result in reputational damage and
breaches for Council. Furthermore, the updated Policy and Procedure provides an opportunity for
greater transparency and accountability for Council while building ongoing trust with our community
through good governance practices.


Human Rights
Human Rights Compatibility Statement
In developing this Report, the subject matter has been considered in accordance with the
requirements of the Queensland Human Rights Act 2019. It is considered that the subject matter
does not conflict with any human rights and supports a human rights approach to decision making
by Council. Council representatives will endeavour to act and make decisions under this report in a
manner that is compatible with human rights. This report should be read in conjunction with
Council’s Human Rights Policy.


Consultation
External Consultation - Community & Stakeholder