Annual Report 2019-20

          Noosa Shire Council                                                                                                                                                                2019 - 20 Annual Report



  Commitment to Equal Opportunity Employment                                                                 Table 11 – Administrative Action Complaints

  Council promotes the values of a diverse workforce and is an equal opportunity employer. Council’s         Administrative Action Complaints – 1 July 2019 to 30 June 2020
  employment practices are aligned to Queensland’s Anti-Discrimination Act 1991 and relevant federal
                                                                                                             (a) The number of administrative action complaints made to Council                          18
  anti-discrimination laws.
                                                                                                             (b) The number of administrative action complaints resolved by Council                     13
  Council recognises the importance of workforce diversity and promotes a working environment where
  people are treated on their merits at every stage of their employment. At Council, all employees are            under its complaints management process
  encouraged to embrace equity and diversity at all levels within the organisation. The Noosa Council        (c) The number of administrative action complaints not resolved under                      5
  Employee Code of Conduct reinforces the standards of behaviours required of employees including                 Council’s complaints management process
  non-discriminatory workplace practices.                                                                    (d) The number of administrative action complaints under (c) that were                     0
  Council will continue to strive to build a workforce and supporting organisational culture that reflects        made in a previous financial year
  the diversity of the greater community and is free of all forms of discrimination and harassment.

                                                                                                             Privacy Complaints
  Administrative Action Complaints
                                                                                                             A key aspect of good governance is the responsible handling of personal information and Council
  In accordance with section 187 of the LG Act, Council is committed to managing customer feedback           is strongly committed to protecting the individual’s right to privacy and protecting the personal
  and ensuring all complaints are dealt with in a fair, prompt and confidential manner. Council aspires      information of individuals. Queensland’s Information Privacy Act 2009 regulates how personal
  to provide a level of service that does not attract complaints. However, Council acknowledges              information is managed within government. Council’s Governance Branch investigates complaints
  the public’s right to provide feedback on services, including the right to lodge a complaint about         made by individuals who believe that Council has failed to fulfill its legislative obligations.
  a decision or action Council has taken, or failed to take, where considered appropriate to do so.          Table 12 outlines privacy complaints for the period.
  Essentially, Council is committed to ensuring that the information obtained from complaints is used to
  improve our overall service delivery.                                                                      Table 12 – Privacy Complaints
  Council’s Administrative Action Complaints process provides customers with the opportunity to
                                                                                                             Privacy Complaints – 1 July 2019 to 30 June 2020
  request a review of administrative decisions made by Council where there are no other formal appeal
  provisions available under legislation or within Council. Council’s Administrative Action Complaints       The number of privacy complaints received by Council                                        11
  process has been developed to ensure:                                                                      The number of privacy complaints resolved by Council                                        11
  •	Complaints are handled in a structured, timely and professional manner which is fair, objective,        The number of privacy complaints outstanding by Council                                     Nil
     consistent, considerate and respectful of privacy;
  • The community has confidence in Council’s complaint handling process;
  • All staff members are aware of their responsibilities regarding the management of complaints; and        Human Rights Complaints
  • Complaints are used to identify problems and to continuously improve Council’s services.
                                                                                                             Noosa Council is committed to protecting and promoting human rights by ensuring that human rights
  Council’s Administrative Action Complaints process deals with complaints through a tiered system           are considered when making, interpreting and applying laws, developing policies, and providing
  whereby complaints are assessed objectively and may be allocated as a first level to be managed            services to our community. Council also recognises that it has an important role in complying with
  locally by the relevant operational level. For non-complex matters, first level complaints may be          Queensland’s Human Rights Act 2019 through its actions, decisions, proposals and recommendations.
  capable of resolution at the frontline.
                                                                                                             Under the Human Rights Act 2019, a person who believes a public entity has breached their human
  Generally, complaints may also be investigated and managed at a second level (internal review) once        rights obligations has the right to complain by raising a complaint directly with Council. Under section
  it has progressed through the first level complaint process and the complainant remains dissatisfied.      65 of the Human Rights Act 2019, Council has 45 business days to respond, after which the individual
  Where a complainant remains dissatisfied with the outcome of a second level review, they may wish          can make a formal complaint to the Queensland Human Rights Commission if the complaint has not
  to lodge a complaint with an external agency, such as the Queensland Ombudsman’s Office. A copy of         been responded to or the person is not satisfied with Council’s response.
  Council’s Administrative Action Complaints Management Process is available on Council’s website.
                                                                                                             During 2019-20, Council did not receive any human rights complaints.
  Table 11 provides a summary of Administrative Action Complaints for the period. The below statistics
  highlight that in 2019-20, 72% of complaints were completed and resolved indicating that Council’s
                                                                                                             Resolutions
  Administrative Action Complaints process is effective in ensuring the majority of complaints are
  considered, investigated and finalised within our policy timeframes.                                       In accordance with section 185 of the LG Regulation, particular resolutions associated with expenses
                                                                                                             must be reported. These resolutions are outlined in Table 13 for the period.

Page 40                                                                                                                                                                                                          Page 41