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2018-06-12 Services & Organisation Committee Agenda
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SERVICES & ORGANISATION COMMITTEE MEETING AGENDA 12 JUNE 2018
Page 63 of 118
SERVICES & ORGANISATION COMMITTEE MEETING AGENDA 12 JUNE 2018
COUNCIL POLICY — ADMINISTRATION ACTION COMPLAINTS PROCESS
ATTACHMENT 1 — Administrative Action Complaints Process
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jege, NOOSA COUNCIL COMPLAINT MANAGEMENT
PROCESS
Complaint received
- Assign Responsible Officer
- Notify Governance & Consult with
Manager/Director
ane, (Second Level)
Operational Area Complaint to be acknowledged in accordance eee . a
Reviewing Officer within procedure timeframes Reviewing Officer
' Neneaen (usually Director)
usually Supervisor/
Reviewing Officer Investigates complaint and
undertakes preliminary review of
documentation (where appropriate,
complaints may be resolved at the frontline)
Reviewing Officer prepares preliminary
findings and if necessary, plans for further
analysis and review
Liaise with CEO,
Directors, Operational
- — - — ~ Area and complainant
Review, may include interviewing parties and as necessary
consider:
- policies, procedures, standards (internal
and extemal) etc.
- best practice
-expertise
If review recommends operational
improvements, refer these to the relevant
Director/CEO
Advise parties of the outcome including:
- the Complainant
- the Operational Area
Where outcome involves enacting a remedy,
ensure remedy enacted within a reasonable
time
If complainant remains unsatisfied with
response/remedy, refer complainant to
relevant agency for (Third Level) External
Review
Page 7
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