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

DEFINITIONS

Term                  Meaning
Administrative        An administrative action of Council includes:
Action                      (a) a decision, or a failure to make a decision, including a
                            failure to provide a written
                            statement of reasons for a decision;
                            (b) an act, or a failure to do an act;
                            (c) the formulation of a proposal or intention;
                            (d) the making of a recommendation.

Administrative        An administrative action complaint as defined in section 268(2) of
Action Complaint      the Local Government Act (2009); namely "a complaint that:
                       (a) is about an administrative action of a local government,
                            including the following, for example ‐
                                 (i) a decision, or a failure to make a decision, including a
                                     failure to provide a written statement of reasons for a
                                     decision;
                                 (ii) an act, or a failure to do an act;
                                 (iii) the formulation of a proposal or intention;
                                 (iv) the making of a recommendation; and
                       (b) is made by an affected person.

Affected Person       A person who is apparently directly affected by a decision, action
                      or service of Council. A person is not an Affected Person if they
                      only have an intellectual or emotional interest in the subject.

Complainant           Any person, organisation or their representative making a
                      complaint.

Complaint             An expression of dissatisfaction.

Complaint             Council’s process for receiving, assessing, recording, managing,
Management            resolving, and reporting on administrative action complaints
Process               submitted to Council.

Complaint             The system used to manage and record administrative action
Management            complaints.
System (CMS)
Council               Noosa Shire Council.

Councillors           The Mayor and Councillors of the Noosa Shire Council.

Customer              Individuals and organisations to whom Council provides services.

Employees             All employees of Noosa Council, whether employed on a
                      permanent, temporary, or part-time basis and includes
                      volunteers, consultants and contractors.
External Consultant   An external individual or organisation appointed to assist a
                      Nominated Reviewer to conduct a Level 2 Complaint Review.

Nominated Reviewer    The person appointed by the Governance Branch to undertake a
                      Level 2 Complaint Review. The Nominated Reviewer is a person

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