2014-05-20 Planning & Organisation Committee Agenda

PLANNING & ORGANISATION COMMITTEE MEETING AGENDA                                   20 MAY 2014


Process for Dealing with Administrative Complaints

Registration and attempted resolution by frontline staff or referral to appropriate officer or
agency.

Written Administrative Complaints (includes web, email, facsimile or letter)

      Upon receipt, the Records Staff shall refer the complaint to the appropriate
       officer usually the branch manager for initial investigation.

      The officer to whom the complaint is referred for investigation shall forward a letter
       acknowledging the complaint (within 7 days) which:

       • demonstrates that the subject of the complaint is understood;
       • indicates what will happen next;

      The officer who is investigating the complaint shall do so as expeditiously as
       possible.
      The officer shall advise the complainant, in writing, when action has been
       completed advising what remedial action (if any) has been taken in respect of the
       complaint.

Note: In replying to the complainant the officer shall explain that, if the complainant is
      unhappy with the manner in which the complaint has been handled or the result, a
      review may be lodged either internally (by writing to the Council) or externally to
      either the Office of the Ombudsman or the Crime and Misconduct Commission.

Verbal Administrative Complaints

      The officer who first receives complaint (either by phone or over the counter) shall
       refer the matter to the appropriate officer/ branch manager for attention.

      The officer shall:

          o   record the details of the complaint;
          o   confirm with complainant the accuracy of what has been recorded;
          o   explain what will happen next;
          o   investigate    the      complaint    as   expeditiously   as   possible        and
              recommend/take remedial action;
          o   inform the complainant of the remedial action taken.

Note 1: In those cases where a complaint is received verbally which relates to a staff matter,
       the complainant is to be advised that the complaint must be lodged in writing.

Note 2: In informing the complainant of the action taken, the branch manager shall explain that,
       if the complainant is unhappy with the manner in which the complaint has been handled
       or the result, a review may be lodged either internally (by writing to the Council) or to
       either the Office of the Ombudsman or the Crime and Misconduct Commission.

Anonymous Complaints

Affected persons are able to make a complaint anonymously either in writing, via email or by
telephone. In doing so it is important to provide as much information and supporting documents
for the complaint to be investigated. As a consequence, it will not be possible to advise the
complainant of council’s decision.



                                                                               Page 110 of 143