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

Withdrawal of a Complaint

An administrative action complaint may be withdrawn by the Complainant at any stage during
the complaint management process. An administrative action complaint will be deemed
withdrawn if the Complainant provides a clear indication to the officer managing the
administrative action complaint. Upon withdrawal, Council may cease further action on the
administrative action complaint unless it identifies a need to proceed in the public interest or
due to legislative obligations.

Expectations of Complainants

To ensure administrative action complaints are handled efficiently and effectively, Council
requests that Complainants:
   •   Fully and accurately complete the Complaint Submission Form.
   •   Clearly outline the issues being raised in the administrative action complaint.
   •   Specify the outcome or resolution they are seeking.
   •   Provide all relevant information in a clear, concise and organised format to support the
       administrative action complaint.
   •   Avoid submitting lengthy, complicated, or unnecessary information in the
       administrative action complaint.
   •   Refrain from submitting administrative action complaints that are knowingly false,
       misleading, frivolous, or vexatious.
   •   Cooperate fully with Council’s inquiries or investigations.
   •   Treat Council staff with respect and courtesy throughout the administrative action
       complaint management process.

Unreasonable Conduct and Trivial, Frivolous & Vexatious Complaints

When a complainant engages in Unreasonable Complaint Conduct (UCC) or submits
administrative action complaints deemed trivial, frivolous, or vexatious, Council may impose
reasonable and proportionate limits, conditions, or restrictions to manage the situation
appropriately and may, where justified, refuse to investigate or discontinue an investigation.

UCC or Trivial, Frivolous or Vexatious Complaints may include, but are not limited to:
   •   Aggressive or abusive behaviour directed toward Council staff.
   •   Repeated administrative action complaints that lack substance or refusal to accept
       reasonable outcomes.
   •   Excessive or disproportionate demands on Council resources in relation to the issue
       raised.
   •   Administrative action complaints made with malicious intent or no genuine attempt to
       resolve an issue.
   •   Administrative action complaints that are excessively long, unclear, or unnecessarily
       complicated.

Actions Council may take include, but are not limited to:
   •   Limiting further engagement with the Complainant on the matter.
   •   Applying conditions or restrictions to future administrative action complaints submitted
       by the Complainant.
   •   Redirecting communication through a nominated officer or channel.
   •   Requesting that the complainant resubmit their complaint in a more concise and
       focused manner.
   •   Refusing to investigate or discontinuing an investigation.