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

   •   The expertise required to respond to the administrative action complaint
   •   Resource availability and capacity to respond to the administrative action complaint
   •   Extenuating circumstances that are beyond Council’s control
   •   The number of operational areas within Council involved in the administrative action
       complaint review process

The timeframes outlined within this Procedure are a guide only and may be impacted by the
factors listed above.
Record-Keeping

When managing or reviewing an administrative action complaint, Council Employees must
keep detailed and accurate records to be stored and retained in the CMS.

Records include:

   •   The administrative action complaint
   •   File notes of discussions regarding the administrative action complaint
   •   Material relating to the investigation
   •   All correspondence relating to the matter, and
   •   Any documents relating to a review, including recommendations, decisions, reasons
       for the decisions and outcomes.

Confidentiality and Privacy

Council is committed to safeguarding the privacy of all individuals involved in the complaints
process in accordance with the Information Privacy Act 2009 (Qld) and Council’s Privacy
Policy.

Details of any administrative action complaint, the identity of a Complainant and other parties
to the administrative action complaint, the investigation and decisions made in relation to the
administrative action complaint should remain confidential. However, Council may be obliged
to disclose a person’s details to an external body for investigation or under a legal or statutory
process.

Council will ensure that actions taken as part of the Administrative Action Complaints
Management Policy and Procedure will comply with Council’s Privacy Policy, the Information
Privacy Act 2009 (Qld) and the associated Queensland privacy principles, which set out
requirements for the gathering, handling, use, disclosure, storage, destruction and de-
identification of personal information.

Reporting

Annual Report

The Governance Branch will provide administrative action complaints information and data for
inclusion in Council’s Annual Report, in accordance with section 187 of the Local Government
Regulation 2012 (Qld).




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