2014-05-20 Planning & Organisation Committee Agenda

PLANNING & ORGANISATION COMMITTEE MEETING AGENDA                                      20 MAY 2014


            Crime and Misconduct Commission Queensland
            GPO Box 3123
            Brisbane Q 4001
            Telephone:       (07) 3360 6060

 2.         MONITORING AND REVIEW

 How are administrative complaints recorded

 A register of all administrative complaints will be maintained by Council and a quarterly report
 will be provided to the Chief Executive Officer.

 In accordance with the requirements of the Local Government Act a report will be included in
 Council’s annual report relating to administrative complaints.


DEFINITION
An administrative action complaint        is a complaint made by a person directly affected by an
administrative action. It is an expression of dissatisfaction about a service or any associated
administrative matter provided or the performance of staff in providing that service or associated
administrative matter. It does not include representations which debate or challenge the
substance of council’s policies, programs or regulatory powers.

OTHER RELATED DOCUMENTS

          Australian Standard Complaints Handling AS4269-1995
          Quality Management ISO 10002 2004 – Customer Satisfaction – Guidelines for
           Complaints Handling in Organisations
          Commonwealth Ombudsman publication "Better Practice Guide to Complaint Handling
           2009"


CONTACT
Executive Office

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