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

 Level                                   Explanation
 Level 2           •   Administrative action complaints that have already been responded to at
 (Internal             a Level 1.
 Review)           •   Administrative action complaints where the history or complexity of the
                       matter deem it appropriate for the matter to be escalated directly to a
                       Level 2.
                   •   Reviewed by the Nominated Reviewer.
                   •   Response provided via a Level 2 Complaint Review Response Letter.

 Level 3           •   Administrative action complaints that have already been responded to
 (External             by Council at a Level 2.
 Review)           •   Complainant referred by Council to the relevant complaints oversight
                       agency (e.g., QLD Ombudsman’s Office).
                   •   Investigation and response from the relevant complaint oversight
                       agency.



COMPLAINT MANAGEMENT PROCESS



                         Step 2                Step 3                  Step 4         Step 5
  Step 1                                                               Level 2        Level 3
                         Assess &               Level 1
   Submit                                                              Internal       External
                          Refer                Response
                                                                       Review         Review



STEP 1 – SUBMIT

How to Submit a Complaint

Complainants may submit an administrative action complaint by completing a Complaint
Submission Form available on Council’s website – Here

If a Complainant is unable to access or complete the Complaint Submission Form via
Council’s website, they may submit their administrative action complaint using one of the
following alternative methods:

   •     By Telephone: (07) 5329 6500
   •     By Post: PO Box 141, Tewantin QLD 4565
   •     By Email: [email protected]
   •     In Person: Council Administration Building at 9 Pelican St, Tewantin QLD 4565.

Assistance

Council is committed to supporting Complainants throughout the submission process and will
provide assistance where required. This includes:

   •     Interpreter services for individuals with language barriers
   •     Support for hearing or vision impairments

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