ADMINISTRATIVE ACTION COMPLAINTS MANAGEMENT POLICY AND PROCEDURE · Att 1 - Administrative Action Complaints Management Council Policy

who conduct activities or functions on behalf of Council and are involved in the Administrative
Actions Complaints Management Process.

To be considered an administrative action complaint for the purpose of this Policy, the
complaint must relate to a matter which falls within the definition of an administrative action
complaint. Matters that fall outside the definition of an administrative action complaint, such
as a Request for Service, will not be managed under this Policy or the related Administrative
Action Complaint Management Procedure.

REVIEW

This Policy will be reviewed once per Council term (every four years) or as required from time
to time.

DEFINITIONS

 Term                     Meaning
 Administrative           An administrative action of Council includes:
 Action                         (a) a decision, or a failure to make a decision, including a
                                failure to provide a written
                                statement of reasons for a decision;
                                (b) an act, or a failure to do an act;
                                (c) the formulation of a proposal or intention;
                                (d) the making of a recommendation.

 Administrative           An administrative action complaint as defined in section 268(2) of
 Action Complaint         the Local Government Act (2009); namely a complaint that:
                           (a) is about an administrative action of a local government,
                                including the following, for example ‐
                                     (i) a decision, or a failure to make a decision, including a
                                         failure to provide a written statement of reasons for a
                                         decision;
                                     (ii) an act, or a failure to do an act;
                                     (iii) the formulation of a proposal or intention;
                                     (iv) the making of a recommendation; and
                           (b) is made by an affected person.

 Affected Person          A person who is directly affected by a decision, action or service
                          of Council. A person is not an Affected Person if they only have
                          an intellectual or emotional interest in the subject.

 Complainant              Any person, organisation or their representative making a
                          complaint.

 Complaint                An expression of dissatisfaction.

 Administrative           Council’s process for receiving, assessing, recording, managing,
 Actions Complaint        resolving, and reporting on administrative action complaints
 Management               submitted to Council.
 Process
 Complaint                The system used to manage and record administrative action
 Management               complaints.
 System (CMS)