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

Level                    Explanation
                        •   Administrative action complaints where the history or
                            complexity of the matter deem it appropriate for the matter to
                            be escalated directly to a Level 2.
                        •   Reviewed by the Nominated Reviewer.
                        •   Response provided via a Level 2 Complaint Review
                            Response Letter.
Level 3                 •   Administrative action complaints that have already been
(External Review)           responded to by Council at the Level 2.
                        •   Complainant referred by Council to the relevant Complaints
                            Oversight Agency (e.g., QLD Ombudsman’s Office).
                        •   Investigation and response from the relevant Complaint
                            Oversight Agency.


Complaint Management Principles

Council has adopted the following 10 Complaint Management Principles to guide the effective
handling of administrative action complaints. These principles align with the Australian
Standards – Guidelines for complaints management in organisations (AS 10002:2022) and
the Human Rights Act 2019 (Qld), ensuring that our approach reflects best practices and
upholds the rights of all individuals.
When managing administrative action complaints, Council Employees must uphold and apply
the Complaint Management Principles outlined in this Policy.

Principle                Description
Customer Centric       Council recognises and respects everyone’s right to provide
                       feedback and make administrative action complaints.
                       Administrative action complaints are treated with respect,
                       courtesy, dignity and fairness.

Visible &              Council will ensure information about the way administrative action
Transparent            complaints can be made and the types of support available are
                       easy to understand and easily accessible on Council’s website
                       and upon request.

Accessible             Council will provide support to people making an administrative
                       action complaint if needed and consider any special needs of the
                       complainant.

Accountable            Council is accountable, both internally and externally, for
                       administrative action complaints handling performance.
                       Administrative action complaints will be recorded and reported on
                       in accordance with legislative and organisational requirements.

Responsive             Council is committed to resolving administrative action complaints
                       in a way that is proportionate and appropriate to the matter subject
                       of the administrative action complaints. Administrative action
                       complaints will be acknowledged, responded to efficiently, and
                       complainants will be kept informed on the progress of the
                       administrative action complaints.