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

What is not a Complaint?

Service Type                       Example
An enquiry                         •   Question about a rates bill
                                   •   Question about Library opening hours
                                   •   Question about Community Grants

A request for service              •   A request for branches to be trimmed
                                   •   A request to mow a park
                                   •   A request to pick up a bin
                                   •   A request to fix a pothole
                                   •   A request to clean a toilet block

A Notification about an Issue      •   Notification of a barking dog
                                   •   Notification of a suspected breach of a local law
                                   •   Notification that a park bin is overflowing

Feedback                           •   Feedback in relation to a Council-run swimming
                                       class
                                   •   Feedback in relation to the time-of-day roadworks
                                       should be conducted

A follow up about a previous       •   Customer was told the pothole would be fixed
Request for Service or                 within three days, and the customer contacted
Notification about an Issue that       Council again within one day
has not been completed by          •   Customer was told that the breach of local law
Council, but is still within the       would be inspected within five days, and the
timeframe advised to the               customer contacted Council within three days
customer

A request for information          •   About Council Services
                                   •   About Council Policies or Procedures
                                   •   For documents

A report of damaged or faulty      •   A report of a pothole
infrastructure or hazards          •   A report of a fallen tree

A suggestion for a proposed        •   A suggestion for an additional rubbish collection
service or product improvement         day

A petition to Council              •   A petition to Council to change the Aquatic Centre
                                       opening hours to 24/7

Comments or submissions            •   Comments received in response to a formal
received during formal                 consultation period for a Council Initiative (e.g.,
consultation or community              Destination Management Plan, Noosa River
engagement                             Catchment Management Plan)




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