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

Complaint Type      Explanation                             Example
                    • the way a response was provided           was made
                      by Council
                                                            • the time-of-day Council
                    • the actions of a Council Officer        workers began tree
                                                              trimming works in the park
                                                              next to the Complainant’s
                                                              house
A Non-Action of     A complaint in relation to:             • A repeated complaint
Council and/or                                                about the general
                    • a failure to complete a request for
Council Officer                                               cleanliness of a park
                      service within the designated
                                                              behind the Complainant’s
                      timeframe
                                                              house, that is not
                    • receiving no response to an             responded to by Council
                      enquiry within the designated
                                                            • Failure to take action after
                      timeframe
                                                              a request has been
                    • the lack of communication from
                                                              received to fix a pothole in
                      Council
                                                              the Complainant's street
A Decision (or      A complaint in relation to:             A complaint about a decision:
failure to make a
                    • a decision made by Council            •   to change the Council
decision) of
                                                                Library opening hours
Council and/or      • a Council decision to not action a
Council Officer       request                               •   to not resurface the
                                                                Complainant’s street
                    • a failure to make a decision within
                      the designated timeframe

A Failure to        A complaint in relation to:             A complaint about Council
provide a written                                           not providing written reasons
                    • a failure to provide a decision
statement of                                                for deciding against:
                      within the designated timeframes
reasons for a
                                                            • a speed bump installation
decision
                                                              request
                                                            • a median strip addition
                                                              request
The formulation     A complaint in relation to:             •   A complaint about a
of a proposal or    • a proposal by Council to take a           Council proposal to
intention              particular action in the future          change bin collection
                                                                from weekly to fortnightly
The making of a A complaint in relation to:                 •   About a Council
recommendation • a recommendation made by                       recommendation to
by Council         Council                                      temporarily close a local
and/or a Council                                                road that is flooded
Officer




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