Annual Report 2023-24

Council                                                                                                    Administrative




                                                                                                                                                                                                                                           Governance and Disclosures
      Registers                                                                                                  Action Complaints
      Under section 190 of the LG Regulation, Council must maintain certain registers. A number of these         An Administrative Action Complaint (AAC) is defined in      The Administrative Action Complaints Process
      registers are available for public inspection at Council’s office or can be viewed on Council’s website.   the LG Act as a complaint that is about an administrative   comprises of a three-tiered approach:
      Below is a list of registers kept by Council.                                                              action of a local government and is made by an “Affected
       — Asbestos Register                                                                                       Person”, that is, a person who is apparently directly       Level 1:
       — Asset Register                                                                                          affected by an administrative action of Council.            Complaint is managed and responded to directly by the
       — Backflow Device Register                                                                                                                                            relevant operational area.
       — Building and Plumbing Fees and Charges                                                                  Council is committed to ensuring that administrative
       — Cemetery Register                                                                                       action complaints are dealt with in a fair, prompt,         Level 2:
       — Complaints Register (confidential)                                                                      confidential and respectful manner. This commitment is      If the Complainant is not satisfied with the outcome of
       — Conflicts of Interest Register (confidential)                                                           underpinned by our Administrative Action Complaints         Level 1, they may request an Internal Review of the Level
       — Contact with Lobbyists Register (confidential)                                                          Policy and Procedure, which provides customers the          1 outcome.
       — Contaminated Sites / Environmental Management Register                                                 opportunity to lodge a complaint about a decision or
       — Contracts Register                                                                                     action Council has taken or failed to take. This process    Level 3:
       — Corrupt Conduct Register (confidential)                                                                allows customers to request a review of decisions made      If the Complainant is not satisfied with the outcome of
       — Council Policy Register                                                                                by Council where no other formal appeal provisions are      the Level 2, they may request an External Review of the
       — Councillor Conduct Register                                                                            available under legislation or within Council.              Level 2 outcome by the Queensland Ombudsman’s
162                                                                                                                                                                          Office.                                                       163
       — Engineering and Environment Fees and Charges
       — Financial Delegations Register                                                                         Administrative action complaints are managed in
       — General Cost Fees and Commercial Charges Register                                                      accordance with Council’s Administrative Action             A copy of Council’s Administrative Action Complaints
       — Gifts and Benefits Register                                                                            Complaints Policy and Procedure. Council’s                  Process is available on Council’s website.
       — Health Licensing Register                                                                              Administrative Action Complaints Process has been
       — Instrument of Appointments                                                                             developed to ensure:                                        The number of complaints received this financial year
       — Insurance Claims Register                                                                               — Complaints are handled in a professional, structured,   increased by 37 complaints in comparison to last
       — Infrastructure Charges Register                                                                            and timely manner which is objective, consistent and    financial year. There has also been an increase in the
       — Local Laws Register                                                                                        respectful of privacy,                                  number of complaints resolved by Council this financial
       — On-site Sewerage Facility Register                                                                      — Procedural fairness is upheld, and the community        year compared to last financial year by 30 complaints.
       — Other Development Fees and Charges                                                                         has confidence in Council’s complaint handling          The number of complaints not yet resolved by Council
       — Planning and Development Fees and Charges                                                                  process,                                                this financial year remains similar to last financial year,
       — Public Interest Disclosure Register (confidential)                                                      — All staff are accountable regarding the management      with the increase of one complaint.
       — Public Pool Licence Register                                                                               of complaints, and
       — Registers of Interest                                                                                   — Complaints are used to identify problems and to




                                                                                                                                                                                                                                           Noosa Council Annual Report 23/24
       — Regulated Dog Register                                                                                     continuously improve Council’s services to the
       — Roads Register                                                                                             community.
       — Secondary Employment Register (confidential)
       — Staff Delegations Register
       — Strategic Risk Register

Council Administrative Registers Action Complaints Under section 190 of the LG Regulation, Council must maintain certain registers. A number of these An Administrative Action Complaint (AAC) is defined in The Administrative Action Complaints Process registers are available for public inspection at Council's office or can be viewed on Council’s website the LG Act as acomplaint that is about an administrative comprises of a three-tiered approach: Below is a list of registers kept by Council. action of alocal government and is made by an “Affected — Asbestos Register Person”, that is, a person who is apparently directly Level 1: affected by an administrative action of Council. Complaint is managed and responded to directly by the — Asset Register — Backflow Device Register relevant operational area. — Building and Plumbing Fees and Charges Council is committed to ensuring that administrative Level 2: — Cemetery Register action complaints are dealt with in a fair, prompt, confidential and respectful manner. This commitment is If the Complainant is not satisfied with the outcome of — Complaints Register (confidential) — Conflicts of Interest Register (confidential) underpinned by our Administrative Action Complaints Level 1, they may request an Internal Review of the Level — Contact with Lobbyists Register (confidential) Policy and Procedure, which provides customers the Joutcome. — Contaminated Sites / Environmental Management Register opportunity to lodge a complaint about a decision or — Contracts Register action Council has taken or failed to take. This process Level 3: — Corrupt Conduct Register (confidential) allows customers to request a review of decisions made If the Complainant is not satisfied with the outcome of — Council Policy Register by Council where no other formal appeal provisions are the Level 2, they may request an External Review of the — Councillor Conduct Register available under legislation or within Council. Level 2 outcome by the Queensland Ombudsman’s 162 — Engineering and Environment Fees and Charges Office. 163 — Financial Delegations Register Administrative action complaints are managed in — General Cost Fees and Commercial Charges Register accordance with Council’s Administrative Action A copy of Council's Administrative Action Complaints Process is available on Councils website. — Gifts and Benefits Register Complaints Policy and Procedure. Council’s — Health Licensing Register Administrative Action Complaints Process has been — Instrument of Appointments developed to ensure: The number of complaints received this financial year — Insurance Claims Register — Complaints are handled in a professional, structured, increased by 37 complaints in comparison to last and timely manner which is objective, consistent and financial year. There has also been an increase in the — Infrastructure Charges Register — Local Laws Register respectful of privacy, number of complaints resolved by Council this financial — On-site Sewerage Facility Register — Procedural fairness is upheld, and the community year compared to last financial year by 30 complaints. — Other Development Fees and Charges has confidence in Council's complaint handling The number of complaints not yet resolved by Council process, this financial year remains similar to last financial year, — Planning and Development Fees and Charges — Public Interest Disclosure Register (confidential) — Allstaff are accountable regarding the management with the increase of one complaint. — Public Pool Licence Register of complaints, and — Registers of Interest — Complaints are used to identify problems and to — Regulated Dog Register continuously improve Council's services to the — Roads Register community. — Secondary Employment Register (confidential) — Staff Delegations Register — Strategic Risk Register 2 oe