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

            All requests for an internal review should be addressed to Council's CEO in the first instance. The CEO
            will then nominate an appropriate Council Officer or external consultant to undertake the review having
            regard to the following factors:
            e¢  Subject matter of the complaint;
            e  Availability of in house expertise;
            ¢   Complexity of the complaint; and
            e   History of the complaint
            Generally, internal reviews will be undertaken by the Director of the relevant operational area that the
            complaint relates to provided they have not been involved in the original matter or first level review.
            Guidance for managing and resolving a second level complaint
            Required item                         Guidance
            Acknowledgement of request for       A request for internal review should be formally acknowledged
            internal review                       by Council’s Governance Team as soon as possible but within 5
                                                  days.
                                                  When providing an acknowledgement, the Governance Team,
                                                 will advise the complainant of:
                                                  e  The details of the internal reviewer and their contact details
                                                     for providing further information (as required); and
                                                  e  The estimated time expected to complete the review (with 6-
                                                     8 weeks considered appropriate for complex matters).
            Investigation process                 The investigation process should consider the following matters
                                                  where relevant:
                                                  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;
                                                  e  Evidence and.other material available to Council; and
                                                  e  Council's first level response and supporting reasons.
            Decision                             At the completion of the investigation, the reviewing officer
                                                  should make a decision as to:
                                                  ¢  Whether the complaint is upheld; and
                                                  e  What remedy or remedies (if applicable) will be appropriate.
                                                 A detailed summary of the investigation process and supporting
                                                  reasons for the decision should be included in the response.
                                                  Further guidance can be provided from the Governance Team
                                                  as to the appropriate review format.

            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.

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