2015-11-16 GC Agenda - Item 3, Attach 1 - Annual Report 2014-15

Administrative action complaints
Council is committed to managing customer feedback and ensuring all complaints are dealt with in
a fair, prompt and confidential manner. Council aspires to provide a level of service that does not
attract complaints. However, Council acknowledges the public’s right to provide feedback on
services, including the right to lodge a complaint about a decision or other action Council has
taken, or failed to take, where considered appropriate to do so.

Council’s Administrative Action Complaints Policy has been developed to ensure:
   complaints are handled in a structured, timely and professional manner which is fair,
    considerate and respectful of privacy
   all staff members are aware of their responsibilities regarding the complaints, and
   complaints are used to identify problems and to continuously improve the Council’s services.

A copy of the Council’s current Administrative Action Complaint Process Policy can be viewed on
Council’s website.

Table 7 below provides a summary of Administrative Action Complaints for the period. Council
reviews each complaint it receives objectively and aims to ensure that any improvement
opportunities identified by a particular complaint are implemented into operations. Council’s
Governance Team intends to undertake a review of Council’s complaints handling process during
the 2015/16 period.

Table 7 – Administrative Action Complaints

Complaint statistics 30 June 2014 to 30 June
2015
Complaints                Complaints             Complaints resolved during the     Complaints outstanding at
outstanding as at         received during the    period                             30/06/15
30/06/14                  period
1                         21                     20                                 2

Note: The above statistics relate to formal administrative action complaints, which can be distinguished from
‘a request for service’ by members of the public. An administrative action may include a decision, or a failure
to make a decision, a failure to provide a written statement of reasons for a decision, an act, a failure to do
an act, the formulation of a proposal or intention, or the making of a recommendation.




Noosa Council Annual Report 2014/15                                                                   Page 16