Annual Report 2018-19

Equal opportunity employment                                                      Council’s Administrative Action Complaints Process has been
                                                                                  developed to ensure:
Council is an equal opportunity employer, which is committed
                                                                                       • Complaints are handled in a structured, timely and
to providing equal employment opportunities for its current
                                                                                         professional manner which is fair, objective, consistent,
and prospective employees. Council’s employment practices                                considerate and respectful of privacy;
are aligned to Queensland’s Anti-Discrimination Act 1991 and
                                                                                       • The community has confidence in Council’s complaint
relevant federal anti-discrimination laws.
                                                                                         handling process;
Council recognises the importance of workforce diversity and                           • All staff members are aware of their responsibilities
promotes a working environment where people are treated                                  regarding the management of complaints; and
on their merits at every stage of their employment. At Noosa
                                                                                       • Complaints are used to identify problems and to
Council, all employees are encouraged to embrace equity                                  continuously improve the Council’s services.
and diversity at all levels within the organisation. The Noosa
Council Employee Code of Conduct reinforces the standards of                      Furthermore, Council deals with complaints through a tiered
behaviours required of employees including non-discriminatory                     system whereby complaints are assessed objectively and may
workplace practices.                                                              be allocated as a first level which is managed locally by the
                                                                                  relevant operational level. For non-complex matters, first level
Council will continue to strive to build a workforce and                          complaints may be capable of resolution at the frontline.
supporting organisational culture that reflects the diversity of the
greater community and is free of all forms of discrimination and                  Generally, complaints may also be investigated and managed at
harassment.                                                                       a second level (internal review) once it has progressed through
                                                                                  the first level complaint process and the complainant remains
Administrative Action Complaints                                                  dissatisfied.

In accordance with section 187 of the LG Act, Council is                          Where a complainant remains dissatisfied with the outcome
committed to managing customer feedback and ensuring all                          of a second level (internal review), they may wish to lodge a
complaints are dealt with in a fair, prompt and confidential                      complaint with an external agency, such as the Office of the
manner. Council aspires to provide a level of service that does                   Queensland Ombudsman.
not attract complaints. However, Council acknowledges the
                                                                                  A copy of Council’s Administrative Action Complaints Process is
public’s right to provide feedback on services, including the right
                                                                                  available on Council’s website.
to lodge a complaint about a decision or other action Council
has taken, or failed to take, where considered appropriate to do                  Table 7 provides a summary of Administrative Action
so.                                                                               Complaints for the period.


Table 7 – Administrative Action Complaints

 Reportable information relating to Administrative Action Complaints                                                    Number for the period
 (a) The total number of the following during the financial year
     (i) Administrative action complaints made to Council;                                                                                         35
    (ii) Administrative action complaints resolved by Council under the complaints                                                                 32
        management process;
   (iii) Administrative action complaints not resolved by Council under the complaints                                                               3
        management process; and
  (iv) Administrative action complaints under paragraph (a)(iii) that were made in a                                                               Nil
        previous financial year.
Note: The above statistics relate to formal administrative action complaints, which are 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 | 2018/2019 Annual Report                                                                                                      Page 33