Annual Report 2017-18

Administrative action complaints
Council is committed to managing customer                          On 21 June 2018, the Administrative Action
feedback and ensuring all complaints are dealt with                Complaints Process Policy was amended and an
in a fair, prompt and confidential manner. Council                  Administrative Action Complaint Procedure was
aspires to provide a level of service that does not                adopted. The new policy provides further details
attract complaints. However, Council acknowledges                  around:
the public’s right to provide feedback on services,
including the right to lodge a complaint about a                   •     The intended outcome of the policy;
decision or other action Council has taken, or failed              •     Legislative requirements;
to take, where considered appropriate to do so.                    •     Analysis and reporting requirements;
Council’s Administrative Action Complaints Policy                  •     The available review process with greater
has been developed to ensure:                                            flexibility in terms of who can undertake a
                                                                         review; and
•      Complaints are handled in a structured,
       timely and professional manner which is fair,               •     Various roles and responsibilities.
       considerate and respectful of privacy;                      A copy of the Council’s current Administrative Action
•      All staff members are aware of their                         Complaints Process Policy and Procedure can be
       responsibilities regarding the complaints; and              viewed on Council’s website.
•      Complaints are used to identify problems and to             Table 7 below provides a summary of Administrative
       continuously improve the Council’s services.
                                                                   Action Complaints for the period. Council reviews
                                                                   each complaint it receives objectively and aims
                                                                   to ensure that any improvement opportunities
                                                                   identified by a particular complaint are implemented
                                                                   into operations.
    Table 7 - Administrative Action Complaints

    Complaint statistics 30 June 2017 to 30 June 2018

           Complaints                    Complaints                      Complaints                   Complaints
           outstanding                 received during                     resolved                   outstanding
          as at 30/06/17                  the period                   during the period             as at 30/06/18

                 6                            30                              27                           3

    Note: The above statistics relate to formal administrative action complaints, which can be distinguished from ‘a
    request for service’ by members of the public. An administrative action may include a decision, or a failure to make
    a decision, a failure to provide a written statement of reasons for a decision, an act, a failure to do an act, the
    formulation of a proposal or intention, or the making of a recommendation.



Council registers
Council is required under the LG Regulation to develop and maintain certain registers. A number of these
registers are available for public inspection at Council’s Tewantin Office or can be viewed on Council’s
website.

Below is a list of the registers kept by Council:
•      Asset Register;                                             •     Backflow Device Register;
•      Delegations Register;                                       •     On-site Sewerage Facility Register;
•      Complaints Register;                                        •     Local Laws Register;
•      Claims Register;                                            •     Regulated Dog Register;
•      General Cost Fees and Commercial Charges;                   •     Roads Register;
•      Engineering and Environment Fees and                        •     Instrument of Appointments;
       Charges;
                                                                   •     Noosa Policy Register;
•      Planning and Development Fees and Charges;
                                                                   •     Gifts and Benefits Register;
•      Building and Plumbing Fees and Charges;
                                                                   •     Contracts Register; and
•      Other Development Fees and Charges;
                                                                   •     Registers of Interests.
•      Development Application Register;

                                                                                           2017-2018 Annual Report | Page 21