2018-06-12 Services & Organisation Committee Agenda

SERVICES & ORGANISATION COMMITTEE MEETING AGENDA                                           12 JUNE 2018


The new organisational procedure (provided at Attachment 2) provides further detail and
guidance to support both complainants and Council officers involved in the complaints process.
The procedure is aligned to the requirements of the policy and can be updated by the Chief
Executive Officer as improvement opportunities are identified. Both the policy and procedure will
be made available to the public on Council’s website.

Previous Council Consideration
Ordinary Meeting Minutes, 29 May 2014, Item 10, Page 16
That Council note the report by the Project Officer Governance to the Planning and Organisation
Committee Meeting dated 20 May 2014 and:
A.     Rescind the existing Complaints Management Process that transferred to the Noosa
       Council from the Sunshine Coast Regional Council under the Local Government (De-
       amalgamation implementation) Regulation 2013;
B.     Adopt the Administrative Action Complaints Process and authorise the Chief Executive
       Officer to make administrative amendments to the Process referred to in Attachment 1.

Finance
Whilst there are no immediate financial implications associated with policy and procedure, it is
acknowledged that effective complaints management, particularly at the early stages of a
complaint, can reduce potential significant costs associated with complex reviews.

Risks & Opportunities
Failing to have an effective complaints management process in place exposes the organisation
to increased risk of reputational damage and reduced efficiencies with respect to complaint
resolution. Council recognises the positive opportunity that genuine complaints can have in terms
of improving various processes and services for the Community.

Consultation
External Consultation - Community & Stakeholder
In developing the new policy and procedure, the Governance Team has consulted with the Office
of the Queensland Ombudsman, which is the State Government.
Internal Consultation
Significant internal consultation has been undertaken with respect to the policy and procedure.
Departments/Sections Consulted:

X    Chief Executive Officer   X   Community Services                      X   Corporate Services
     Executive Officer             Director                                    Director
     Executive Support             Community Development                       Financial Services
                                   Community Facilities                        ICT
                                   Libraries & Galleries                       Procurement & Fleet
                                   Local Laws                                  Property
                                   Waste & Environmental Health                Revenue Services

X    Executive Services        X   Environment & Sustainable Development   X   Infrastructure Services
     Director                      Director                                    Director
     Community Engagement          Building & Plumbing Services                Asset Management
     Customer Service              Development Assessment                      Buildings and Facilities
     Governance                    Economic Development                        Civil Operations
     People and Culture            Environmental Services                      Disaster Management
                                   Strategic Land Use Planning                 Infrastructure Planning,
                                                                               Design and Delivery




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