ADMINISTRATIVE ACTION COMPLAINTS MANAGEMENT POLICY AND PROCEDURE · Att 2 - Administrative Action Complaints Management Process Council Procedure

appropriate Response Officer for management and response. This referral should occur within
three business days of receipt.

Level 2 Complaints: If the Governance Branch determines the administrative action
complaint to be a Level 2 Complaint, it will be actioned in accordance with Step 4 of the
Complaints Management Procedure.

Multiple Branches
If the administrative action complaint requires input from more than one Branch of Council,
the Governance Branch will nominate a lead Response Officer to oversee the management
and response.

In such cases, the relevant Response Officers are encouraged to collaborate in providing a
single coordinated response.

Acknowledgement
Upon referral to the relevant Response Officer, the Governance Branch will send a Level 1
Complaint Acknowledgment Email to the Complainant. The email will include:

   •   Confirmation that the Complaint Submission Form has been received.
   •   Confirmation that the complaint qualifies for the Complaint Management Process.
   •   The level at which the administrative action complaint will be managed.
   •   The estimated time frame for response.

This acknowledgment should be sent within three business days of receipt of the Level 1
Complaint.

Operational Branch Received Complaints

In some circumstances a Complaint may be received directly by an Operational Branch within
Council.

If the administrative action complaint can be managed, responded to, and closed at the time
of receipt, the Council Officer should:

   •   Provide a response to the complaint.
   •   File note the complaint details, actions taken, and outcome provided.

If the complaint cannot be managed and responded to at the time of receipt, the Council Officer
who receives the administrative action complaint should direct the complainant to complete a
Complaint Submission Form as outlined in Step 1 of the Complaint Management
Procedure.

Councillor Received Complaints

If a Councillor receives an administrative action complaint verbally or via email, they should
direct the Complainant to follow Step 1 of the Complaint Management Procedure.




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