2014-05-20 Planning & Organisation Committee Agenda

PLANNING & ORGANISATION COMMITTEE MEETING AGENDA                                            20 MAY 2014



POLICY STATEMENT
1. Customers have a right to know they can complain, and how to go about it. Council will
   publish and report on its complaints process and will provide efficient means for customers to
   raise concerns or make a complaint related to the council’s service delivery.
2. Staff receiving a complaint will aim to resolve it at the earliest opportunity. It is expected the
      majority of complaints will be addressed and resolved by frontline staff providing further
      information or explanation at the time the original dissatisfaction is raised. Where the
      customer is not satisfied with the initial response to the complaint, they will be given the
      option to progress the issue through the formal complaint handling process outlined in the
      council’s complaints handling procedure.
3. Staff will treat all complaints fairly and impartially, as is their obligation under the Code of
      Conduct.
4. All complaints will be acknowledged and complainants kept informed about the progress of
      their matter, particularly if delays occur.
5. Complainants will not be subjected to any form of prejudice, lose services or be
      disadvantaged in any way as a result of having complained.
6. Complaints will be treated with an appropriate level of confidentiality. Information about
      complaints will only be shared on a need-to-know basis, both within the council and
      externally.
7. Reasons will be provided for decisions made in relation to complaints received.
8. The council expects the complainant to:
          clearly identify the issues of complaint, or ask for help from council staff to do this;
          give the council all the available information in support of the complaint in an organised
           format at the time of making the complaint and not provide any information that is
           intentionally misleading or knowingly wrong or vexatious;
          cooperate with the council’s inquiries or investigations;
          treat the council’s staff with courtesy and respect.


If complainants do not meet these expectations, the council may set limits or conditions on the
handling of their complaint. Any abuse, harassment or threats to the safety or welfare of staff will
result in discontinuation of the complaint investigation and contact with the complainant will
cease. Similarly, if it is found that the complainant has made a frivolous, trivial, and knowingly
false or a vexatious complaint future contact with the complainant may cease.



PROCEDURE

 1.        HANDLING OF ADMINISTRATIVE COMPLAINTS

 First-tier - Making an administrative complaint

 Administrative complaints are usually directed to Council in writing or verbally (in person at
 Council offices or by email or phone).

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