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

           Governance
           The Governance Advisor is responsible for:
           °     Maintenance of the Complaints Register and complaints reporting;
           °     Supporting Council Officers with assessing complaints received (as required);
           °     Supporting Council Officers investigating and responding to a complaint received;
           °     Coordinating the complaints process; and
           °     Coordinating complaints training for the organisation.
           Complainants
           Complainants are entitled to:
           °     A prompt acknowledgement of Council's receipt of the complaint;
           °     A prompt response to the complaint;
           e     Be kept informed of the progress and outcome of the complaints process;
           °     Confidentiality of personal details (where possible within the law); and
           e     A thorough and objective investigation or review of a complaint.
           Expectations of Complainants
           In order to ensure that a complaint is handled inthe most efficient manner, Council requests that
           complainants:
           °     Clearly identify the issues of complaint, or ask for help from Council staff to do this;
           °     Give Council all the available information in support of the complaint in an organised format
                 and not provide any information that is intentionally misleading or knowingly wrong or
                 vexatious;
           e     Cooperate with the Council's inquiries or investigations; and
           °     Treat staff with courtesy and respect.
           If complainants do not meet these expectations, the Council may set limits or conditions on the
           handling of the complaint. Any abuse, harassment or threats to the safety or welfare of staff may
           result in discontinuation of the complaint investigation and contact with the complainant may
           cease.
           Similarly, if it is found that the complainant has made a frivolous, trivial, or knowingly false or a
           vexatious complaint, future contact with the complainant may cease.
           A complaint may be considered frivolous or trivial. if it is considered by the reviewing officer as
           without merit or unreasonably, minor in)nature.
           A complaint may be considered vexatious if is it clearly mischievous, without merit and serving only
           to cause annoyance.
           Once a reviewing officer has been allocated to the complaint, the complainant should direct all
           correspondence to that officer so that the complaint can be managed as efficiently as possible.
            Ways to make a complaint
           Any affected persons can make an administrative action complaint to Council as follows:
           °     by telephone or in person at our Customer Service Centre; or
           °     via online form on Council’s website; or in writing by letter or email to addressed to the Chief
                 Executive Officer at:
                 °
                 °     Chief Executive Officer
                       Noosa Shire Council
                       PO Box 141
                       Tewantin QLD 4565
           A complaint may be made on another person’s behalf; however, Council will check that the
           affected person is happy for Council to respond directly to their representative.

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