2018-06-12 Services & Organisation Committee Agenda

SERVICES & ORGANISATION COMMITTEE MEETING AGENDA                                                       12 JUNE 2018


13                       ADMINISTRATIVE ACTION COMPLAINTS PROCESS POLICY
DOCUMENT INFORM AT ION




Author                              Governance Advisor, Paul Bright
                                    Executive Services Department

Index                               ECM/ Complaints Management

Attachments                         1.    Administrative Action Complaints Policy
                                    2.    Administrative Action Complaints Procedure


EXECUTIVE SUMMARY
Not applicable.

RECOMMENDATION
That Council note the report by the Governance Advisor to the Services & Organisation
Committee Meeting dated 12 June 2018 and
A.                       Repeal the current Administrative Action Complaints Process Policy and adopt the new
                         Administrative Actions Complaints Process Policy provided at Attachment 1; and
B.                       Note the Administrative Action Complaints Procedure provided at Attachment 2.

REPORT
1.                       Background
Pursuant to section 268 of the Local Government Act 2009 (LGA), a local government must
adopt a process for resolving administrative action complaints.
Section 306 of the Local Government Regulation 2012 (LGR) provides that a local government’s
administrative action complaints process must:
                       Support the management of complaints to their resolution;
                       Require the local government to quickly and efficiently respond to complaints in a fair and
                         objective way;
                       Include the criteria considered when assessing whether to investigate a compliant;
                       Require the local government to inform an affected person of the local government’s
                         decision, unless the compliant was made anonymously;
                       Ensure that all administrative action complaints are recorded; and
                       Ensure mechanisms are in place to:
                         o     Identify, analyse and respond to complaint trends;
                         o     Monitor the effectiveness of the complaints management process.
2.                       New Policy and Procedure
The Administrative Action Complaints Process Policy (provided at Attachment 1) replaces the
current Administrative Action Complaint Process Policy, which was adopted by Council on
29 May 2014. The new policy provides further detail around:
                       The intended outcomes of the policy;
                       Legislative requirements;
                       Analysis and reporting requirements;
                       The available review process with greater flexibility in terms of who can undertake a review;
                         and
                       Various roles and responsibilities.

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