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

   •       The actions to be taken to resolve the administrative action complaint, if appropriate
           (remedies)
   •       Review rights.

 Upon completing the Level 2 Complaint Review Response Letter, the Nominated Reviewer
 will:
       1. Record the Complaint Response details in the CMS
       2. Send a Complaint Response outcome email via the CMS
       3. Close the Complaint in the CMS.

 Timeframe

 Council will aim to complete and close the Level 2 Complaint within 30 business days from
 receipt of the Level 2 Complaint. However, this timeframe is a guide only and may vary
 depending on the complexities outlined in the Processing Timeframes section of this
 Procedure.

 STEP 5 - LEVEL 3 COMPLAINT (EXTERNAL REVIEW)

 If a complainant is not satisfied with the outcome provided in the Level 2 Complaint Review
 Response Letter they may choose to lodge an external review of their administrative action
 complaint with the Office of the Queensland Ombudsman.

 An external review application can be lodged with the Office of the Queensland Ombudsman
 through one of the following methods:

            In Person:     Level 18, 53 Albert Street, Brisbane, QLD 4000
            By Post:       GPO Box 3314, Brisbane, QLD 4001
            Phone:         (07) 3005 7000
            Online:        https://www.ombudsman.qld.gov.au/about-us/contact-us

Generally, the Office of the Queensland Ombudsman will not review an administrative action
complaint until it has exhausted Council’s Complaint Management Procedure, meaning it has
been reviewed and responded to as a Level 1 and Level 2 Complaint by Council.


Referrals from the Officer of the Queensland Ombudsman

If the Office of the Queensland Ombudsman refers an administrative action complaint or
requests additional information from Council, the matter will be managed by the Governance
Branch. The Governance Branch will coordinate with the relevant Operational Branch to obtain
any required information and ensure a timely response to the Ombudsman’s Office.

GENERAL GUIDANCE FOR MANAGING COMPLAINTS

Processing Timeframes

Council is committed to dealing with administrative action complaints as promptly and efficiently
as possible. The time required to resolve an administrative action complaint may vary depending
on several factors, including:

       •    The risk and urgency of the situation
       •    The complexity of the administrative action complaint

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