2018-06-12 Services & Organisation Committee Agenda

SERVICES & ORGANISATION COMMITTEE MEETING AGENDA   12 JUNE 2018




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SERVICES & ORGANISATION COMMITTEE MEETING AGENDA                                                         12 JUNE 2018

            COUNCIL POLICY — ADMINISTRATION ACTION COMPLAINTS PROCESS

            Internal Reporting
            Council’s Governance Advisor will provide Council's Executive Team with a quarterly update on the
            operation of Council’s Administrative Complaints Process including number of complaints received and
            the status of implementing process improvement opportunities identified through the complaints
            process.
            Where trends in complaints are identified, additional steps will be undertaken to identify any additional
            operational improvement opportunities.
            Annual Report
            Section 187 of the LGR requires Council to outline the following items in its Annual Report:
            e  A statement about how it has implemented its complaints management process, including an
               assessment of its performance in resolving complaints under the process;
            e  The number of administrative action complaints made in the financial year;
            e  The number of administrative action complaints resolved in the financial year;
            e  The number of administrative action complaints not resolved in the financial year; and
            e  The number of administrative action complaints not resolved in the previous financial year.

            ROLES AND RESPONSIBILITIES
            Councillors
            A Councillor who receives a complaint is obliged to report the complaint to the relevant area of Council
            for recording and investigation in accordance with this Policy.
            Council Officers
            All Council Officers have a duty to undertake theimwork in a professional manner and, in accordance
            with Council's Customer Service Charter and the Employee Code of Conduct.
            Council Officers must assist customers wishing to make a complaint and assist with any complaint
            related investigation.
            Chief Executive Officer
            The Chief Executive Officer will review all requests. for a second level review and nominate an
            appropriate officer touundertake that investigation and provide a response to the complainant.
            Where appropriate, the CEO may request that anvexternal consultant be engaged to undertake the
            second level investigation andreview.
            The CEO may also request that an initial complaint proceed directly to the second level stage having
            regard to the history and complexity, of the matter.
            Directors
            Generally, Directors are responsible for investigating and responding to second level complaints having
            regard to the relevant area of operation and expertise.
            Directors are also responsible for the oversight of implementing operational improvement opportunities
            identified from the complaints process (level 1 or 2).
            Management
            Generally,  Council  Officers at the   Manager/Supervisor/Coordinator   level  are  responsible  for
            investigating and responding to first level complaints received by Council.
            Where process improvement opportunities are identified as part of the first level complaints process,
            the relevant manager is responsible for the implementation and monitoring such improvements in
            consultation with their Director.
            Reviewing Officer
            The reviewing officer who is investigating the complaint shall do so as expeditiously as possible
            and where a complex investigation is required, update the complainant on the progress of the
            response.

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