2017-11-07 S&O Agenda - Attachment 1 to Item 10 - Annual Report 2016-17

Administrative action complaints
Council is committed to managing customer feedback and ensuring all complaints are dealt with in a
fair, prompt and confidential manner. Council aspires to provide a level of service that does not attract
complaints. However, Council acknowledges the public’s right to provide feedback on services,
including the right to lodge a complaint about a decision or other action Council has taken, or failed to
take, where considered appropriate to do so.

Council’s Administrative Action Complaints Policy has been developed to ensure:
 complaints are handled in a structured, timely and professional manner which is fair, considerate
   and respectful of privacy;
 all staff members are aware of their responsibilities regarding the complaints; and
 complaints are used to identify problems and to continuously improve the Council’s services.

A copy of the Council’s current Administrative Action Complaint Process Policy can be viewed on
Council’s website.

Table 7 below provides a summary of Administrative 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 2016 to 30 June 2017
     Complaints                 Complaints         Complaints resolved during the       Complaints outstanding at
  outstanding as at         received during the                period                          30/06/17
      30/06/16                    period
           0                        23                             17                                 6



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                                                  Other Development Fees and Charges
 Delegations Register                                            Local Laws Register
 Complaints Register                                             Roads Register
 Claims Register                                                 Instrument of Appointments
 General Cost Fees and Commercial Charges                        Noosa Policy Register
 Engineering and Environment Fees and Charges                    Gifts and Benefits Register
 Planning and Development Fees and Charges                       Contracts Register
 Building and Plumbing Fees and Charges                          Registers of Interests




                                                                             Noosa Council | Annual Report 2016 - 2017
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