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

   •   Addressing issues of illiteracy or other challenges preventing submission.

Administrative action complaints are received with sensitivity and consideration for any
specific needs of the Complainant.

Anonymous Submissions

Complainants may choose to submit an administrative action complaint anonymously. In such
cases:

   •   The Governance Branch will assess whether sufficient information is provided to
       investigate the administrative action complaint.
   •   Actions on anonymous administrative action complaints will depend on the detail
       provided and whether further information is required.

If an anonymous administrative action complaint can proceed through the standard Complaint
Management Process, Council will not be able to inform the Complainant of the outcome.
Insufficient detail may limit Council's ability to fully investigate or address the issue.

Third Party Submissions

Administrative action complaints submitted on behalf of another person will be accepted,
provided consent is verified.

Consent must be given by the affected person in one of the following ways:
   • Completing the relevant sections of the Complaint Submission Form, specifying
      whether the response should be directed to the affected person or the person
      submitting the form; or
   • Providing written consent directly to Council.

Without verified consent, Council cannot proceed with a third-party administrative action
complaint.


STEP 2 – ASSESS & REFER

Governance Branch Received Complaints

Assess
When a Complaint Submission Form is received, the Governance Branch will:

   •   Confirm the administrative action complaint qualifies for the Complaint Management
       Process.
   •   Determine the level at which the administrative action complaint will be managed.
   •   Identify the appropriate Response Officer to resolve and respond to the administrative
       action complaint.

Refer
Level 1 Complaints: If the Governance Branch determines the administrative action
complaint to be a Level 1 Complaint, they will refer the administrative action complaint to the


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