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2018-06-12 Services & Organisation Committee Agenda
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SERVICES & ORGANISATION COMMITTEE MEETING AGENDA 12 JUNE 2018
Page 59 of 118
SERVICES & ORGANISATION COMMITTEE MEETING AGENDA 12 JUNE 2018
COUNCIL POLICY - ADMINISTRATION ACTION COMPLAINTS PROCESS
Matters not within the scope of this policy
The Administrative Action Complaint Policy and Process do not apply to the following matters:
° Initial request for services or information; or
e Decisions made under a local law which are reviewable under a local law; or
° Any matter covered by a separate statutory prescribed review process, for example:
° The following matters, which have separate processes under the Local Government
Act 2009:
. Rates and charges disputes, or
. Competitive neutrality complaints, or
. Councillor conduct complaints.
° A process under the Planning Act 2016.
e A decision of the Court.
A THREE TIERED APPROACH
Council adopts a three tiered approach to its administrative action complaint management process,
which promotes timely responses to complaints whilst also providing an opportunity for internal and
external review.
*First Level - Investigation and response from the
operational area
4 Frontline complaint management
* Second Level - Internal Review
Internal Council Review of frontline complaint investigation and
Pe response
* Third Level - External Review
External Review of Council's Internal Review by the relevant
o complaints oversight agency (e.g Office of the Queensland
Ombudsman
Whilst Council will aim, to resolve complaints at the first level, if complainants are dissatisfied with
the way Council has managed a complaint and/or its decision, they have a right to seek an internal
review (stage 2) and following that process an external review (stage 3).
Supporting procedure
A detail procedure will be developed and approved by the CEO, which aligns to the policy requirements
and provides detailed guidance to Council Officers managing complaints. All administrative action
complaints received by Council must be managed in accordance with this procedure.
Both Council's policy and supporting procedure will be available to the public via Council’s website.
ANALYSIS AND REPORTING OF COMPLAINTS RECEIVED
All administrative action complaints received by Council will be recorded in the organisation's electronic
management system (ECM). An administrative action complaints register will be maintained by the
Governance Team.
Page 3
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