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

These measures ensure Council resources are directed toward addressing legitimate and
substantive concerns while maintaining fairness, safety, and respect in its administrative
action complaint management processes.


ROLES AND RESPONSIBILITIES

Role                    Responsibilities
Councillors              • Adopt Council’s Administrative Action Complaints
                           Management Policy and associated Procedure.
                         • Direct Complainants who approach them with administrative
                           action complaints to the appropriate channels, as outlined in
                           the Administrative Actions Management Policy, or refer them
                           to the Governance Branch for further assistance.

Chief Executive         •   Ensure strategic oversight and accountability for the
Officer                     implementation of the Administrative Action Complaints
                            Management Policy and Procedure.
                        •   Review and respond to Level 2 Complaints as the
                            "Nominated Reviewer," if nominated, as outlined in the
                            Administrative Actions Complaints Management Procedure.

Directors               •   Oversee the implementation and monitoring of operational
                            improvements identified through the complaint management
                            process.
                        •   Review and respond to Level 2 Complaints, as the
                            "Nominated Reviewer," if nominated, as outlined in the
                            Administrative Actions Complaints Management Procedure.

Managers                •   Manage administrative action complaints relevant to their
                            branch or service, as outlined in the Administrative Actions
                            Complaint Management Procedure.
                        •   Oversee the implementation and monitoring of operational
                            improvements identified through the complaint management
                            process.
                        •   Review and respond to Level 1 and/or 2 Complaints, as the
                            "Nominated Reviewer," if nominated, as outlined in the
                            Administrative Actions Complaint Management Procedure.

Council Officers        •   Assist customers wishing to lodge an administrative action
                            complaint.
                        •   Report complaints received at the operational branch level to
                            the Governance Branch for recording.
                        •   Assist with administrative action complaint-related activities
                            upon request.

Customer Service        •   Provide advice to customers on how to lodge an
Officer                     administrative action complaint.

Governance Branch       •   Assess, process, and triage administrative action complaints,
                            as outlined in the Administrative Actions Complaints
                            Management Procedure.
                        •   Maintain the centralised Administrative Action Complaint