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

Principle                 Description
Objective, Fair &       Administrative action complaints are managed objectively and
Equitable               without bias. The principles of natural justice and procedural
                        fairness are embedded in administrative action complaints
                        management activities.

Confidential            Council respects the confidentiality of personal information about
                        the complainant and others involved in the administrative action
                        complaints. Any personal information collected by Council in
                        relation to an administrative action complaint will be protected in
                        accordance with relevant legislation and Council’s Privacy Policy.

Considerate to          All administrative action complaints will be assessed in
Human Rights            consideration of the human rights of the complainant, pursuant to
                        the Human Rights Act 2019 (Qld), and to determine whether the
                        administrative action complaint matter limits a human right.

Continuous              Administrative action complaints provide an opportunity for
Improvement             identifying improvements to Council services and processes,
                        whether or not an administrative action complaint is upheld.
                        Administrative action complaint data will be regularly reviewed and
                        analysed to understand performance and drive improvement.

Employee Training       Council trains and educates employees to manage administrative
& Support               action complaints in accordance with Council’s Administrative
                        Action Complaint Management Policy and Procedure.


How to Submit an Administrative Action Complaint

Complainants may submit an administrative action complaint by completing a Complaint
Submission Form available on Council’s website – Here

If a Complainant is unable to access or complete the Complaint Submission Form via
Council’s website, they may submit their administrative action complaints using one of the
following alternative methods:

   •   By Telephone: (07) 5329 6500
   •   By Post: PO Box 141, Tewantin QLD 4565
   •   By Email: [email protected]
   •   In Person: Council Administration Building at 9 Pelican St, Tewantin QLD 4565.

Assistance

Council is committed to supporting complainants throughout the submission process and will
provide reasonable assistance where required. This may include:

   •   Arranging interpreter services for individuals with language barriers
   •   Providing support for people with hearing or vision impairments
   •   Assisting individuals experiencing literacy difficulties or other barriers that may prevent
       them from lodging a complaint.