Annual Report 2020-21

          Noosa Shire Council


  Council’s Administrative Action Complaints process has been developed to ensure:
     •	Complaints are handled in a professional, structured and timely manner which is objective,
        consistent and respectful of privacy;
     •	Procedural fairness is upheld and the community has confidence in Council’s complaint
        handling process;
     • All staff members are accountable regarding the management of complaints; and
     •	Complaints are used to identify problems and to continuously improve Council’s services
        to the community.
  Council’s Administrative Action Complaints process deals with complaints through a three-tiered
  approach, whereby complaints are assessed objectively and may be allocated at a first level to
  be managed directly by the relevant operational area. If a complainant remains unsatisfied with a
  first level response, they may wish to have their complaint managed and investigated at a second
  level internal review. Where a complainant remains dissatisfied with the outcome of a second
  level review, they may wish to lodge a complaint with an external agency, such as the Queensland
  Ombudsman’s Office. A copy of Council’s Administrative Action Complaints Management Process is
  available on Council’s website.
  Table 7 provides statistics on Administrative Action Complaints received for the period.
  There has been an increase in complaints received this financial year compared to last financial
  year by 5 complaints. Overall, this financial year Council has performed satisfactorily by ensuring
  complaints were properly considered, investigated and finalised within policy timeframes. This
  includes an increased number of complaints that required complex investigations to be undertaken
  in the review process.

  Table 7 – Administrative Action Complaints


   Administrative Action Complaints – 1 July 2020 to 30 June 2021

   (a) The number of administrative action complaints made to Council                            23

   (b) The number of administrative action complaints resolved under Council’s                  13
        complaints management process

   (c) The number of administrative action complaints not resolved under Council’s              10
        complaints management process

   (d) The number of administrative action complaints under (c) that were made                   0
        in the previous financial year



  Privacy Complaints
  A key aspect of good governance is the responsible handling of personal information and Council
  is strongly committed to protecting an individual’s right to privacy and protecting the personal
  information of individuals. Queensland’s Information Privacy Act 2009 regulates how personal
  information is managed within government. Council’s Governance Branch independently investigate
  complaints made by individuals who believe that Council has failed to fulfil its legislative obligations.
  Table 8 outlines privacy complaints for the period.

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