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

           e   Confirming that the subject of the complaint within Council’s jurisdiction and responsibility;
           e   Confirming that the Administrative Action Complaints Process is the appropriate process for
               managing the complaint received as opposed to other review processes (if applicable), or
               initiating a request for service;
           e   Confirming whether the matter has already been considered as a first or second level
               complaint; and
           e   Advising the relevant manager of the complaint and, for second level complaints, the relevant
               Director, CEO and Governance Team.

           Where a compiaint is a ‘public interest disclosure’
           In instances where a complaint may involve any of the items below, it must be referred to Council's
           Governance Advisor, CEO, or Director of Executive Services for further review as it may be a
           Public Interest Disclosure and require management in accordance with the Public Interest
           Disclosure Act 2010 and Council’s Public Interest Disclosure Procedure:

           e   Corrupt Conduct;
           e   Maladministration;
           e   A substantial misuse of public resources;
           e   A substantial and specific danger to public healthhand safety;
           e   A substantial and specific danger to the health and safety of a person with a disability;
           e   A substantial and specific danger to the environment; or
           e   Areprisal.
           Where a complaint involves staff conduct
           Complaints involving staff conduct will be dealt with in conjunction with Council's People and
           Culture processes and proceduresas well asthe Administrative Complaints Policy. Where a
           complaint involves staff conduct, our People and Culture Manager must be notified to determine
           what role they may be required to play in the complaint process.
           Acknowledgement of complaint by Council
           Council staff will aim to acknowledge complaints received as soon as possible but no later than 5
           business days, Response times,may vary.depending how the complaint was made to Council and
           whether the customer prefers to be contacted by post, email, online or telephone.

           Registration of complaints

           All complaints received by Council must be recorded in ECM and entered into Council's
           Complaints Register by the Governance Team.
           At times complaints may be received directly by an operational area within Council. If this is the
           case, the reviewing officer assessing the complaint must inform:
           e   The Governance Team of the complaint so it can be entered onto the Complaints Register; and
           e   The relevant Director/Manager for information.

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