2014-05-20 Planning & Organisation Committee Agenda

PLANNING & ORGANISATION COMMITTEE MEETING AGENDA                                     20 MAY 2014


Second-tier Review Process

If a complainant is not satisfied with the manner in which a complaint was handled or the
remedial action taken, a review may be lodged. This may be by an appointed complaints
officers or a more senior officer.

Who will conduct internal reviews?

The following positions are responsible for reviewing complaints as a result of an appeal:

 Complaints relating to investigation by              Review officer

 Chief Executive Officer (CEO)                        Mayor

 Director or Branch Manager                           CEO or Executive Manager

How will an internal review be conducted?

         The reviewing officer will investigate the manner in which the complaint was originally
          handled and the remedial action taken.

         If, after investigation, the reviewing officer is satisfied with the process and the
          remedial action taken, he/she will inform the complainant accordingly.

         If the reviewing officer is not satisfied with the manner in which the complaint was
          handled or the remedial action taken, he/she will:

           o   counsel the officer who initially handled the complaint;
           o   institute action to achieve the desired result;
           o   inform the complainant of the outcome of his/her review.

         In the case of reviews undertaken by the CEO or Executive Manager, he/she will
          inform the Mayor.

Note 1: If the complainant remains dissatisfied, further consideration should be given to options
       that may be available to achieve a settlement. This may include conciliation, mediation,
       or further direct negotiations over remedying the grievance.

Note 2: In replying to the complainant, the reviewing officer shall explain that, if the
       complainant is unhappy with the manner in which the complaint has been handled or
       the result, an appeal may be lodged with either the Office of the Ombudsman or the
       Crime and Misconduct Commission.

Third-tier External Reviews

If a person feels that the Council has not properly dealt with a complaint internally, that person
may wish to refer the matter to any of the following Appeal Agencies:

         The Office of the Ombudsman
         GPO Box 3314
         BRISBANE Q 4001
         Telephone:        (07) 3005 7000




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