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

   3. Close the Complaint in the CMS


The CMS Complaint Response outcome email will:
   • Summarise the outcome of the administrative action complaint,
   • Advise the Level 1 Complaint is now complete, and
   • Provide a link to submit a Level 2 Complaint if they are dissatisfied with the response
      to their complaint.


Timeframe

The Response Officer will aim to complete and close the Level 1 Complaint within 15 business
days of receipt. However, this timeframe is a guide only and may vary depending on the
complexities outlined in the Processing Timeframes section of this Procedure.


STEP 4 - LEVEL 2 COMPLAINT (INTERNAL REVIEW)

Receive

Level 2 Complaints are initiated when:

           a) The Governance Branch assesses an administrative action complaint and
              determines that it is appropriate to escalate the matter to a Level 2 Complaint.
           b) The Complainant submits a Level 2 Complaint Submission Form after
              expressing dissatisfaction with a Level 1 Complaint Response, including:
                 ▪ Satisfactory reasoning outlining why the Complainant believes the
                     Level 1 response is inadequate or incorrect; and
                 ▪ A reasonable desired outcome that the Complainant is seeking from
                     the internal review.

Timeframe for Lodgement

A request to escalate a complaint from Level 1 to Level 2 must be lodged within 12 months
of the Complainant receiving the Level 1 Complaint Response. Requests submitted after
this 12-month period will not be accepted unless the Complainant can demonstrate
exceptional circumstances that prevented the request from being lodged within the required
timeframe.

Assess

Upon receipt of the Level 2 Complaint Submission Form, the Governance Branch will
conduct a preliminary assessment to:

   a) confirm the administrative action complaint qualifies as a Level 2 Complaint under the
      Complaint Management Process, and
   b) select the appropriate Nominated Reviewer to conduct the Level 2 Review.

Nominated Reviewer

The Nominated Reviewer can be:

   •   A senior officer (Supervisor, Coordinator, etc.);


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