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

 Term                     Meaning
                          who is independent of the subject of the complaint.

 Officer                  A Council Employee.

 Request for Service      An individual may request a service of Council which can include,
                          but not limited to:
                              • A missed wheelie bin collection
                              • A request to mow a park
                              • A request to clean a park barbeque
                              • A notification of a barking dog, or
                          A request to fix a pothole.

 Response Officer         The person who manages and responds to a Level 1 Complaint.

 Unreasonable             Is any behaviour by a person because of its nature and/or
 Complaint Conduct        frequency raises substantial health, safety, resource or equity
                          issues for the parties involved.



COMPLAINT DEFINITION

To be considered a complaint for the purpose of this Procedure, the matter must meet the
definition of an Administrative Action Complaint (AAC) as defined in this Procedure.

Matters that fall outside the definition of an Administrative Action Complaint, such as a
Request for Service, will not qualify for the Complaint Management Process and will not be
managed under this Procedure.


Irrelevant Factors
In determining whether a complaint is an Administrative Action Complaint, it is irrelevant:

   •    To which area of Council the complaint was made
   •    Whether the complaint was written or verbal
   •    Whether the complaint was made anonymously
   •    How quickly the complaint was resolved


What is a Complaint?

 Complaint Type       Explanation                              Example
 An Action of         A complaint in relation to:              A complaint about:
 Council and/or
                      • the quality of a service provided by   • Council’s bin collection
 Council Officer
                        Council                                  service in the
                                                                 complainant’s street
                      • the time taken for Council to
                        provide a service                      • the time it took Council to
                                                                 clear the drain in front of
                      • how a previous request has been
                                                                 the Complainant’s house
                        handled
                                                                 after a request for service

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