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

STEP 3 - LEVEL 1 COMPLAINT (INITIAL RESPONSE)

Response

Response Method

The Response Officer will determine the most suitable Response Method to address the
administrative action complaint.

SUGGESTED RESPONSE METHODS
  • Phone call
  • Email
  • Formal letter
  • Site meeting
  • Mediation
  • Investigation

FACTORS CONSIDERED IN DETERMINING THE RESPONSE METHOD
  • The concerns raised by the Complainant.
  • The outcome the Complainant is seeking.
  • The history and complexity of the administrative action complaint.
  • The method that best addresses the Complainant’s desired outcome.
  • The method that ensures an efficient response for the Complainant.
  • The method that clearly communicates the outcome to the Complainant.
  • Any other circumstances relevant to the administrative action complaint.

Resolution

Once the Response Method is determined, the Response Officer will respond to the
administrative action complaint accordingly.

SUGGESTED RESOLUTION OPTIONS
When responding to an administrative action complaint, the Response Officer may use one or
more of the following methods to resolve the administrative action complaint:
   • Providing further information.
   • Offering additional explanations or assistance.
   • Admitting/acknowledging error or fault.
   • Changing a decision.
   • Engaging in negotiation.
   • Offering external mediation avenues, where and if appropriate.
   • Explaining actions Council has taken or will take to address identified issues, such as:
       o Reviewing or amending policies or procedures.
       o Implementing staff training or professional development initiatives.


Confirmation

After responding to the administrative action complaint, the Response Officer will:

   1. Record the Complaint Response details in the CMS
   2. Send a Complaint Response outcome email via the CMS


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