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

ROLES AND RESPONSIBILITIES

Role               Responsibilities
Councillors        • Adopt Council’s Administrative Action Complaints Management
                     Policy and Procedure.
                   • Direct Complainants who approach them with an administrative
                     action complaint to the appropriate channels, as outlined in the
                     Complaint Management Procedure, or refer them to the
                     Governance Branch for further assistance.

Chief Executive    •   Ensure strategic oversight and accountability for the
Officer                implementation of the Administrative Action Complaints
                       Management Policy and Procedure.
                   •   Review and respond to Level 2 Complaints as the "Nominated
                       Reviewer," if nominated, as outlined in the Administrative Action
                       Complaints Management Procedure.

Directors          •   Oversee the implementation and monitoring of operational
                       improvements identified through the complaint management
                       process.
                   •   Review and respond to Level 2 Complaints, as the "Nominated
                       Reviewer," if nominated, as outlined in the Administrative Action
                       Complaints Management Procedure.

Managers           •   Manage administrative action complaints relevant to their branch
                       or services, as outlined in the Administrative Action Complaints
                       Management Procedure.
                   •   Oversee the implementation and monitoring of operational
                       improvements identified through the complaint management
                       process.
                   •   Review and respond to Level 1 and/or 2 Complaints, as the
                       "Nominated Reviewer," if nominated, as outlined in the
                       Administrative Actions Complaint Management Procedure.

Council Officers   •   Assist customers wishing to lodge an administrative action
                       complaint.
                   •   Report administrative action complaint received at the
                       operational branch level to the Governance Branch for recording.
                   •   Assist with administrative action complaint-related activities upon
                       request.

Customer Service   •   Provide advice to customers on how to lodge an administrative
Officer                action complaint.

Governance         •   Assess, process, and triage administrative action complaints, as
Branch                 outlined in the Administrative Action Complaints Management
                       Procedure.
                   •   Maintain the 17entralized Complaint Management Register.
                   •   Develop and maintain policies, procedures, guides, templates,
                       and example documents to support complaint management.
                   •   Provide training and education to employees on administrative
                       action complaint management.



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