Level of Service Catalogue 2019-20

                                ACTIVITY                                           SERVICE LEVEL TARGET
Insurances
[Includes ensuring council has adequate cover to mitigate risk and protect against loss or damage to its assets, to
protect employees and councillors, and to ensure the continuity of vital services to the community].

Scheduled work                         Annual renewal of insurance             Annually
                                        coverage and policies within
                                        Council and review/update Asset
                                        Schedules.
                                       Facilitate and maintain the
                                        insurance renewal process and
                                        manage the insurance claims
                                        process including public liability,
                                        vehicles and other.
Reactive work                          Claims Management for all               Acknowledged within 5 business
                                        insurance claims received within        days.
                                        Council including Fleet
                                        Management claims and public
                                        liability claims.
                                       Liaison with Procurement Branch,
                                        Asset Management Branch and             As Required
                                        Finance Branch regarding policy
                                        requirements and management of
                                        claims.
                                       Liaison with Council’s insurers in
                                        relation to insurance claims.
Complaints Management
[Includes managing council’s complaints management processes, co-ordinating Administrative Action Complaints,
recording and reporting on complaints, assisting the CEO in the management of CCC complaints, fraud, COI and
investigations, co-ordinating Ombudsman’s directions.]

Scheduled Work                         Co-ordinate the Administrative          Acknowledged within 5 business
                                        Action Complaints Management            days.
                                        process.
                                       Provide quarterly reports to ET on
                                        the operation of the operation of the
                                        Administrative Complaints Process.
                                       Report Administrative Action
                                        complaints in the Annual Report.
                                       Maintenance of the Complaints
                                        Register.

Reactive                               Liaison with the Ombudsman Office       As Required
                                       Provide guidance and support to
                                        officers in assessing and
                                        investigating complaints.
                                       Co-ordinate complaints training for
                                        the organisation.
                                       Assist the CEO by co-ordinating the
                                        process for investigating and
                                        dealing with fraud, COI and
                                        conduct matters, and dealings with
                                        the CCC. In conjunction with the
                                        P&C Manager (as appropriate).




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