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

Review Stage

The Nominated Reviewer (or Governance Branch, if Governance Branch assistance is used)
will conduct a review of the administrative action complaint. In doing so, the Nominated
Reviewer will (or Governance Branch, if Governance Branch assistance is used):

 1. Review the available information and documentation provided in the Level 2 complaint
    submission.
 2. Review the available information and documentation in the RM System.
 3. Gather available information and evidence (ECM, emails, etc.).
 4. Contact the complainant via phone:
         a. To clarify the administrative action complaint and the outcome the
             complainant is seeking; and
         b. To provide an opportunity for the provision of further information
 5. Undertake further required investigations as deemed appropriate by the Nominated
    Reviewer; this may include interview with relevant officers, RM correspondence, other
    communications and documentation from relevant parties.
 6. Assess the relevant and applicable Council policies, Council procedures, local laws
    and other statutory provisions.
 7. Establish findings of fact.
 8. Establish a decision as to whether the complaint is substantiated, partially
    substantiated, or not substantiated.
 9. Establish remedies (if applicable).

 Possible Remedies
  • An explanation, such as how and why the problem occurred, and steps taken to
      prevent a reoccurrence
  • An admission/acknowledgment of error or fault
  • A change of decision
  • The provision of a service
  • The provision of additional information
  • A correction of records
  • Waiving of a penalty
  • A refund
  • Rectification actions
  • A review of a policy or procedure
  • Staff training or other professional developmental activity
  • An apology to the complainant
  • Any other appropriate or reasonable remedy to resolve the complaint

Response Stage

On completion of the Review Stage, the Nominated Reviewer will formulate a Level 2
Complaint Review Response Letter.

The Level 2 Complaint Review Response Letter should provide the Complainant with:

 •   An overview of the administrative action complaint
 •   The steps taken during the review
 •   Summary of the administrative action complaint
 •   Findings of the review
 •   The outcome of the review
 •   Reasons for the decision


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