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

     •    A Branch Manager;
     •    A Department Director;
     •    The CEO.

 The selection of the Nominated Reviewer will be based on the following factors:

     •    Who completed the Level 1 Complaint Response (whether the relevant Branch
          Manager or the relevant Department Director have been involved in the Level 1
          Response)
     •    The subject matter of the administrative action complaint
     •    The complexity of the administrative action complaint
     •    The history of the administrative action complaint
     •    The expertise required
     •    The expertise available
     •    The resources required
     •    The resources available

 The Nominated Reviewer will be appointed on the basis that he/she has the appropriate:

     •    Knowledge,
     •    Qualifications,
     •    Skills, and
     •    Experience

 to successfully review and respond to the administrative action complaint.

Review & Response Assistance

The Nominated Reviewer may seek assistance and support for the Level 2 Review and
Response when required, provided it is appropriate and feasible. Support may be obtained
from:

 •       An appropriate Officer within the Nominated Reviewer’s Branch or department.
 •       The Governance Branch.
 •       An External Consultant (with costs covered by the Nominated Reviewer’s
         Branch/Department).

Acknowledgement

The Governance Branch will send a Level 2 Complaint Acknowledgment Email to the
Complainant. This email will include the following information:

 •       Confirmation the Level 2 Complaint has been received by Council.
 •       Notification the administrative action complaint is currently being reviewed.
 •       The estimated timeframe for response.

This acknowledgment should be sent within five business days of receipt of the Level 2
Complaint.

Referral to Nominated Reviewer

The Governance Branch will refer the Level 2 complaint to the Nominated Reviewer. This
referral should occur within five business days of receipt of the Level 2 Complaint.


                                                                                          13