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

            Management of first level complaints received

            Initial assessment and allocation of first level complaints
            First level complaints are administrative action complaints, which have not previously been
            reviewed/assessed by Council.
            As a general rule, first level complaints should be managed by the relevant operational area and
            investigated, managed and responded to at the manager, coordinator or supervisor level referred
            to as the reviewing officer.  For non-complex matters, first level complaints may be capable of
            resolution at the frontline.

            The table below outlines the initial assessment and allocation of first level complaints.

            How the complaint was made to Council              Assessment and allocation process
            Directly to an operational area                    e   For non-complex complaints, frontline officers
                                                                   may   be  able  to  respond  to  and   resolve
                                                                   complaints in the moment.
                                                               e   Provide the complaint to the reviewing officer for
                                                                   investigation and response and the relevant
                                                                  Director             for           information.
                                                               e   Advise the Governance Team of the complaint to
                                                                   enter  on    Councils   Complaints   Register.
                                                               e   If the complaint is made via telephone, the
                                                                   relevant officer should document the complaint
                                                                   details and confirm them with the complainant
                                                                   via email/letter.
            Centrally via Council mailbox/post                 e   Council's Records Team to task Complaint via
                                                                   ECM to relevant operational area manager for
                                                                   action and Governance for information.
            Customer service via telephone                     e   The customer service officer can, depending on
                                                                   the customers preference:
                                                                   (a) Provide the complainant with the details to
                                                                       make the complaint via email / letter/ online
                                                                       form; or
                                                                   (b) Record the details of the complaint and
                                                                       provide that to the operational area to action
                                                                       (as outlined above); or
                                                                   (c) Obtain the complainant's contact details for
                                                                       the relevant manager \to discuss further.

            Guidance for managing and resolving first level complaints
            Required item                         Guidance
            Acknowledgement of complaint          For non-complex complaints, frontline officers may be able to
                                                  respond to and resolve complaints in the moment.
                                                  If a complaint cannot be resolved on the frontline, the complaint
                                                  should be formally acknowledged by a reviewing Officer as soon
                                                  as possible but within 5 days.

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