2022-11-14 GC Agenda - Item 5 - Attachment 1 - Annual Report 2021-22

The Administrative Action Complaints Process follows a three-tiered approach, whereby complaints
are assessed objectively and may be allocated at a first level to be managed directly by the
relevant operational area. If a complainant remains unsatisfied with a first level response, they may
wish to have their complaint managed and investigated at a second level internal review. Where a
complainant remains dissatisfied with the outcome of a second level review, they may wish to lodge
a complaint with an external agency, such as the Queensland Ombudsman’s Office. A copy of
Council’s Administrative Action Complaints Process is available on Council’s website.
Table 12 provides statistics on Administrative action complaints received for the period.
The number of complaints received this financial year did not vary to last financial year, with the same
number of complaints being received. However, the number of complaints resolved by Council this
financial year increased by 11 complaints.

Table 12: Administrative Action Complaints

Administrative Action Complaints – 1 July 2021 to 30 June 2022

(a) The number of administrative action complaints made to Council                             23

(b) The number of administrative action complaints resolved under Council’s                   24
     Administrative Action Complaints Process

(c) The number of administrative action complaints not resolved under Council’s               9
     Administrative Action Complaints Process

(d) The number of administrative action complaints under (c) that were made in the            0
     previous financial year



Privacy Complaints
A key aspect of good governance is the responsible handling of personal information and Council
is strongly committed to protecting an individual’s right to privacy and protecting the personal
information of individuals. Queensland’s Information Privacy Act 2009 regulates how personal
information is managed within government. Council’s Governance Branch independently investigate
complaints made by individuals who believe that Council has failed to fulfil its legislative obligations.
Table 13 outlines privacy complaints for the period.

Table 13: Privacy Complaints

Privacy Complaints – 1 July 2021 to 30 June 2022

The number of privacy complaints received by Council                                           3

The number of privacy complaints completed by Council                                          3