Administrative Action Complaint Process

COUNCIL POLICY – ADMINSTRATION ACTION COMPLAINTS PROCESS


8. The council expects the complainant to:
      clearly identify the issues of complaint, or ask for help from council staff to do this;
      give the council all the available information in support of the complaint in an organised format
        at the time of making the complaint and not provide any information that is intentionally
        misleading or knowingly wrong or vexatious;
      cooperate with the council’s inquiries or investigations;
      treat the council’s staff with courtesy and respect.

If complainants do not meet these expectations, the council may set limits or conditions on the handling
of the complaint. Any abuse, harassment or threats to the safety or welfare of staff will result in
discontinuation of the complaint investigation and contact with the complainant will cease. Similarly, if it
is found that the complainant has made a frivolous, trivial, and knowingly false or a vexatious complaint
future contact with the complainant may cease.

PROCEDURE

1.        HANDLING OF ADMINISTRATIVE COMPLAINTS

First-tier - Making an administrative complaint

Administrative complaints are usually directed to Council in writing or verbally (in person at Council
offices or by email or phone).

Process for Dealing with Administrative Complaints

Registration and attempted resolution by frontline staff or referral to appropriate officer or agency.

Written Administrative Complaints (includes web, email, facsimile or letter)
         Upon receipt, the Records Staff shall refer the complaint to the appropriate officer
          usually the branch manager for initial investigation.
         The officer to whom the complaint is referred for investigation shall forward a letter
          acknowledging the complaint (within 7 days) which:
          • demonstrates that the subject of the complaint is understood;
          • indicates what will happen next;
         The officer who is investigating the complaint shall do so as expeditiously as possible.
         The officer shall advise the complainant, in writing, when action has been completed
          advising what remedial action (if any) has been taken in respect of the complaint.

Note:    In replying to the complainant the officer shall explain that, if the complainant is unhappy
         with the manner in which the complaint has been handled or the result, a review may be
         lodged either internally (by writing to the Council) or externally to either the Office of the
         Ombudsman or the Crime and Misconduct Commission.

Verbal Administrative Complaints

         The officer who first receives complaint (either by phone or over the counter) shall refer
          the matter to the appropriate officer/ branch manager for attention.

         The officer shall:
            o record the details of the complaint;
            o confirm with complainant the accuracy of what has been recorded;
            o explain what will happen next;
            o investigate the complaint as expeditiously as possible and recommend/take
                remedial action;
            o inform the complainant of the remedial action taken.


Noosa Council                                                                                     Page 2 of 4