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

Other Rights of Appeal or Review Available
Where the Complainant has a right of appeal or review via another avenue or process, the
complaint will not qualify for the Complaints Management Process and will not be managed
under this Procedure.

 Complaint Type                  Explanation                         Process
 Rates                           Complaints in relation to the       Customer can lodge an
                                 rate category allocated to a        objection – refer
                                 property.                           customer to the Rates
                                                                     Branch for information

 Local Law Decisions             Complaints in relation to           Customer can appeal a
 • Infringements                 decisions made under a Local        Local Law Decision –
 • Animal Decisions              Law which are reviewable            refer customer to the
                                 under a local law process.          Local Laws Branch for
                                                                     information

 Development Decisions           Complaints related to               Customer can appeal a
 • Approval decisions            development decisions are           development decision –
 • Refusal decisions             assessed against the Planning       refer customer to the
 • Conditions                    Act 2016 by the Development         Development
 • Deemed refusal                Assessment Branch and/or the        Assessment Branch for
 • Charge notice                 Planning and Environment            information
                                 Court.

 Building & Plumbing             Complaints related to Building      Customer can appeal a
 Decisions                       & Plumbing decisions are            building and plumbing
 • Approval decisions            assessed against the Planning       decision – refer customer
 • Refusal decisions             Act 2016 by the Building &          to the Building &
 • Conditions                    Plumbing Branch and/or the          Plumbing Branch for
 • Deemed refusal                Planning and Environment            information
 • Charge notice                 Court.

 Matters currently being dealt   Complaints about a matter that
 with or have been               is currently in a Court, Tribunal
 previously dealt with by a      or External Complaints Agency
 Court, Tribunal or external     Process.
 complaints agency
                                 Complaints about a matter that
                                 have already been through a
                                 Court, Tribunal or External
                                 Complaints Agency Process.


Complaint Previously Responded to under the Complaints Management Process
Where a complaint has previously been dealt with via the Complaint Management Process,
the matter will not be reopened, unless the complainant provides new material or evidence
that indicates a potential error in procedure or fact that may have materially affected the
original outcome. Any new evidence will need to be submitted via the Complaint Submission
Form.



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