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

           ORGANISATIONAL PROCEDURE - ADMINISTRATION ACTION COMPLAINTS PROCESS

           Distinction between an administrative action and a request for service
           A request for service is not considered an administrative action complaint and is not subject to this
           policy.
           Examples of requests for service commonly mistaken for as administrative action complaints
           include:

           e   A request to mow a park;
           e   A request to clean a park barbeque;
           e   A notification of a barking dog; or
           e   A request to fix a pothole.
           Ways to make a complaint
           Any affected person can make an administrative action complaint to Council as follows:
           e   by telephone or in person at our Customer Service Centre; or
           e   via online form on Council’s website; or
               in writing by letter or email to addressed to the Chief Executive Officer, at:

                      °

                      o  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.

           Anonymous Complaints
           Affected persons are able to make a complaint anonymously either in writing, via email or by
           telephone. In doing so it is important to provide as much information and supporting documents for
           the complaint to. be assessed and investigated. As a consequence of making an anonymous
           complaint, it will not.be possible to advise the complainant of Council’s decision.

           Complainants Rights

           Complainants are entitled to:
           e   A prompt acknowledgement of Council’s receipt of the complaint;
           e   A prompt response to the complaint;
           e   Be kept informed of the progress and outcome of the complaints process;
           e   Confidentiality of personal details (where possible within the law); and
           e   A thorough and objective investigation or review of a complaint.
           Provision of assistance to complainants
           Where requested, a Council officer will assist complainants on how to make a complaint.

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