Meeting papers

      Administrative Action Complaints                                                                                            Privacy Complaints

      An Administrative Action Complaint (AAC) is defined in the LG Act as a complaint that is about an administrative action     A key aspect of good governance is the responsible handling of personal information. Council is strongly
      of a local government and is made by an “Affected Person”, that is, a person who is apparently directly affected by an      committed to protecting an individual’s right to privacy and protecting the personal information of individuals.
      administrative action of Council.                                                                                           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
      Council is committed to ensuring that administrative action complaints are dealt with in a fair, prompt, confidential and   believe that Council has failed to fulfil its legislative obligations.
      respectful manner. This commitment is underpinned by our Administrative Action Complaints Policy and Procedure,
      which provides customers the opportunity to lodge a complaint about a decision or action Council has taken or failed        The below table provides a summary of privacy complaints managed for the period.
      to take. This process allows customers to request a review of decisions made by Council where no other formal appeal
      provisions are available under legislation or within Council.                                                                 Privacy Complaints – 1 July 2022 to 30 June 2023

      Administrative action complaints are managed in accordance with Council’s Administrative Action Complaints Policy             Privacy complaints received by Council                                                    1
      and Procedure. Council’s Administrative Action Complaints Process has been developed to ensure:

                                                                                                                                    Privacy complaints completed by Council                                                   2
      - 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,                  Human Rights Complaints
      - All staff are accountable regarding the management of complaints, and
      - Complaints are used to identify problems and to continuously improve Council’s services to the community.                 Noosa Council is committed to protecting and promoting human rights by ensuring that human rights are




                                                                                                                                                                                                                                                              Noosa Council Annual Report 2022 - 2023
                                                                                                                                  considered when making, interpreting, and applying laws, developing policies, and providing services to our
      The Administrative Action Complaints Process comprises of a three-tiered approach:                                          community. Council also recognises that it has an important role in complying with Queensland’s Human Rights
                                                                                                                                  Act 2019 through its actions, decisions, proposals, and recommendations.
       Level 1: Complaint is managed and responded to directly by the relevant operational area.
       Level 2: If the Complainant is not satisfied with the outcome of Level 1, they may request an Internal Review              Under the Human Rights Act 2019, a person who believes a public entity has limited their human rights has
       of the Level 1 outcome.                                                                                                    the right to raise a complaint directly with Council. In accordance with section 65 of the Human Rights Act
       Level 3: If the Complainant is not satisfied with the outcome of the Level 2, they may request an External Review          2019, Council has 45 business days to respond, after which the individual can make a formal complaint to
       of the Level 2 outcome by the Queensland Ombudsman’s Office.                                                               the Queensland Human Rights Commission if Council has not responded, or the person is not satisfied with
                                                                                                                                  Council’s response.
      A copy of Council’s Administrative Action Complaints Process is available on Council’s website.
                                                                                                                                  For the period, Council did not receive any human rights complaints.
      The below table provides a summary of complaints managed for the period.

      The number of complaints received this financial year decreased by five complaints in comparison to last financial year.
      There has also been a decrease in the number of complaints resolved by Council this financial year compared to last
      financial year by seven complaints. The number of complaints not yet resolved by Council this financial year remains
      similar to last financial year, with the decrease of only one complaint.


        Administrative Action Complaints – 1 July 2022 to 30 June 2023


        a) Administrative action complaints made to Council                                             18

        b) Administrative action complaints resolved by Council                                         17

        c) Administrative action complaints not resolved by Council                                     8

        d) Administrative action complaints under c) that were made in the previous financial year      1

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