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

            Required item                         Guidance
                                                  When providing an acknowledgement, the reviewing officer
                                                  should also:

                                                  e  Provide an estimate of the time expected to respond to the
                                                     complaint; and
                                                  e  Contact details for providing further information.
                                                  For a non-complex matter, the reviewing officer should aim to
                                                  resolve the complaint within 10 business days.
            Investigation process                 The investigation process should consider the following matters
                                                  where relevant:
                                                  e  Obtain clarification from the complainant;
                                                  e  Relevant Council policies and established processes, local
                                                     laws and other statutory provisions;
                                                  e  Relevant   correspondence    and   other   communications
                                                     relating to the complaint;
                                                  ¢  Concerns raised by the complainant; and
                                                  e  Evidence andiother material available to Council.
           Decision                              At the completion of the investigation, the reviewing officer
                                                  should make a decision as to:
                                                  e  Whether the complaint is upheld; and
                                                  e  What remedy or remedies (if applicable) will be appropriate.
                                                 A summary of supporting reasons for the decision must be
                                                  included in the response to the complainant. Where relevant, it
                                                  may be appropriate to explain Council's roles and relevant
                                                  powers with respect to the particular issues.
            Remedies available                    Remedies available to resolve a complaint may include:
                                                  e  Admission of fault;
                                                  e  Explanation;
                                                  e  Apology;
                                                  e  Change of decision;
                                                  e»»Change to policy or procedure;
                                                  e ~~ Repair/rework/replacement; or
                                                  e  Further assistance.
            Notification  of decision   to the    Once the investigation has been completed, the reviewing
            complainant                           officer must:
                                                  e  Notify the complainant in writing of the decision;
                                                  e  Consider whether a courtesy telephone call is appropriate to
                                                     explain the decision to the complainant;
                                                  e  Notify the Governance Team as to the outcome to update
                                                     the Complaint’s Register; and
                                                  e  Provide notice to the complainant that if they remain
                                                     unsatisfied with Council’s response, they can request for an
                                                     internal review in writing to Council’s Chief Executive Officer.

            Management of second level complaints - Internal Reviews

            Initial Assessments and allocation of second level complaints
            Generally, a complaint will not be investigated at the second level (internal review) until it has
            progressed through the first level complaint process and the complainant remains unsatisfied.
            In certain instances, it may be appropriate for a matter to escalate straight to internal review having
            regard to the history of the matter, complexity, or other reasons deemed appropriate by the CEO.

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