2014-05-20 Planning & Organisation Committee Agenda

PLANNING & ORGANISATION COMMITTEE MEETING AGENDA                                    20 MAY 2014


EXECUTIVE OFFICE REPORTS

Governance

10.   ADMINISTRATIVE ACTION COMPLAINT PROCESS

Author           Project Officer Governance, George Corkill
                 Executive Office

Index            ECM/ Subject/Governance & Executive 27.50 Complaints Management

Attachments      1.    Administrative Action Complaint Process



EXECUTIVE SUMMARY
The Local Government Act 2009, requires Council to adopt a complaints management process
for resolving complaints about administrative actions and written policies and procedures
supporting the process, refer Attachment 1. Essentially, the required process is an “internal”
alternative to going to the Ombudsman.

Effective complaint handling is an essential part of Council’s approach to providing services that
are responsive to the needs and meet the expectations of our customers, ratepayers and the
community. The Process applies to all administrative action complaints made to Council by
external parties about staff and/or its contractors. The Process excludes actions and decisions
taken under legislation which provides for separate avenues of appeal e.g. local law prosecutions
that are appealable to a Magistrates Court or planning decisions made under state legislation.

As part of the de-amalgamation process the Sunshine Coast Council’s (SCC) General
Complaints Management Process transferred to Noosa Council. The SCC Process is written to
complement that council’s operational and administrative reporting systems and processes.

Given Noosa Council’s flatter lines of reporting a new process has been drafted for Council’s
consideration. This Process covers all legislative requirements including a Policy Statement and
Procedures. The Process also supports Council’s Code of Conduct and Public Interest
Disclosures Policy.

RECOMMENDATION
That Council note the report by the Project Officer Governance to the Planning and Organisation
Committee Meeting dated 20 May 2014 and

A.    Rescind the existing Complaints Management Process that transferred to the Noosa
      Council from the Sunshine Coast Regional Council under the Local Government (De-
      amalgamation Implementation) Regulation 2013”; and

B.    Adopt the Administrative Action Complaint Process and authorise the Chief Executive
      Officer to make administrative amendments to the Process referred to in Attachment 1.




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