Annual Report 2014

Administrative action complaints
Council is committed to managing customer feedback and ensuring all complaints are dealt with in
a fair, prompt and confidential manner. Council aspires to provide a level of service that does not
attract complaints. However, Council acknowledges the public’s right to provide feedback on
services, including the right to lodge a complaint about a decision or other action Council has
taken, or failed to take, where considered appropriate to do so.

At the ordinary meeting held on 29 May 2014, Council adopted a new Administrative Action
Complaint Process rescinding the Complaints Management Process that was transferred to the
Noosa Council from the Sunshine Coast Council under the Local Government (De-amalgamation
Implementation) Regulation 2013.

The policy has been developed to ensure:
   Complaints are handled in a structured, timely and professional manner which is fair,
    considerate and respectful of privacy;
   All staff members are aware of their responsibilities regarding the complaints; and
   Complaints are used to identify problems and to continuously improve the Council’s services.

A copy of the Council’s Administrative Action Complaint Process Policy can be viewed on Council’s
website.

Figure 7 – Administrative action complaints

Complaint statistics 1 January 2014 to 30 June 2014
Number of Administrative Action Complaints              Progress during the period
1                                                       Escalated to internal review

During the period, Council received one administrative action complaint. This was not resolved at
the first tier of the complaints process and was referred to a second-tier internal review. Council will
be able to report on the outcome of this review in the 2014-15 annual reporting period.

Council registers
Council is required under the LG Regulation to develop and maintain certain registers. A number of
these registers are available for public inspection at the Tewantin Office or can be viewed on
Council’s website.

Below is a list of the registers kept by Council:
 Asset Register;
 Delegations Register;
 General Cost Fees and Commercial Charges;
 Engineering and Environment Fees and Charges;
 Planning Fees and Charges;
 Plumbing Fees and Charge;
 Other Development Fees and Charges;
 Local Laws Register;
 Roads Register;
 Instrument of Appointments;
 Noosa Policy Register; and
 Registers of Interests.

Noosa Council Report 2014                                                                 Page 11 of 24