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

Administrative action complaints are received with sensitivity, with consideration to any special
needs of the Complainant.

The provision of assistance does not extend to:

   •   Drafting or preparing a complaint on behalf of a complainant
   •   Acting as an advocate for a complainant
   •   Providing technical advice in relation to the subject matter of the complaint
   •   Providing legal advice or legal representation.

Anonymous Submissions

Complainants may choose to submit an administrative action complaint anonymously. In such
cases:

   •   The Governance Branch will assess whether sufficient information is provided to
       investigate the administrative action complaint.
   •   Actions on anonymous administrative action complaints will depend on the detail
       provided and whether further information is required.

If an anonymous administrative action complaint can proceed through the standard
Administrative Action Complaint Management Process, Council will not be able to inform the
Complainant of the outcome. Insufficient detail may limit Council's ability to fully investigate or
address the issue.

Third Party Submissions

Administrative action complaints submitted on behalf of another person will be accepted,
provided consent is verified.

Consent must be given by the affected person in one of the following ways:

   •   Completing the relevant sections of the Complaint Submission Form, specifying
       whether the response should be directed to the affected person or the person
       submitting the form; or
   •   Providing written consent directly to Council.

Without verified consent, Council cannot proceed with a third-party complaint.

Rights of Complainants

A complainant is entitled to:
   •   Receive an acknowledgment of Council’s receipt of their administrative action
       complaint (unless the complaint is made anonymously).
   •   A prompt and efficient response to their administrative action complaint, in accordance
       with Policy and Procedural timeframes.
   •   Be informed of the progress and outcome of their administrative action complaint in a
       timely manner.
   •   Have their personal details kept confidential, except where disclosure is required by
       law.
   •   A thorough, objective, and impartial review or investigation of their administrative
       action complaint.