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

 Term                    Meaning
 Council                 Noosa Shire Council.

 Councillors             The Mayor and Councillors of the Noosa Shire Council.

 Customer                Individuals and organisations to whom Council provides services.

 Employees               Means all employees of Noosa Council, whether employed on a
                         permanent, temporary, or part-time basis and includes
                         volunteers, consultants and contractors.

 External Consultant     An external person or organisation appointed to assist a
                         Nominated Reviewer to conduct a Level 2 Complaint Review.

 Nominated Reviewer      The person appointed by the Governance Branch to undertake a
                         Level 2 Complaint Review. The Nominated Reviewer is a person
                         who is independent of the subject of the administrative action
                         complaint.

 Officer                 A Council Employee.

 Request for Service     An individual may request a service of Council which can include,
                         but not limited to:
                             • A missed wheelie bin collection
                             • A request to mow a park
                             • A request to clean a park barbeque
                             • A notification of a barking dog, or
                             • A request to fix a pothole.

 Response Officer        The person who manages and responds to a Level 1 Complaint.

 Unreasonable            Is any behaviour by a person because of its nature and/or
 Complaint Conduct       frequency raises substantial health, safety, resource or equity
                         issues for the parties involved.



COUNCIL POLICY

Three Level Approach

Council implements a structured three-level approach to the management of administrative
action complaints to ensure consistency, fairness, and transparency in handling all matters.

Level                    Explanation
Level 1                  •   Administrative action complaints that have not previously
(Initial Response)           been responded to by Council.
                         •   Informal assessment and response, if appropriate.
                         •   The Response Officer determines a suitable response
                             method (e.g., phone call, meeting, email, letter).
Level 2                  •   Administrative action complaints that have already been
(Internal Review)            responded to at the Level 1.