Administrative Action Complaint Process

COUNCIL POLICY – ADMINSTRATION ACTION COMPLAINTS PROCESS


Note 1: In those cases where a complaint is received verbally which relates to a staff matter, the
        complainant is to be advised that the complaint must be lodged in writing.

Note 2: In informing the complainant of the action taken, the branch manager 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 to either the
        Office of the Ombudsman or the Crime and Misconduct Commission.

Anonymous Complaints

Affected persons are able to make a complaint anonymously either in writing, via email or by telephone.
In doing so it is important to provide as much information and supporting documents for the complaint to
be investigated. As a consequence, it will not be possible to advise the complainant of council’s
decision.

Second-tier Review Process

If a complainant is not satisfied with the manner in which a complaint was handled or the remedial
action taken, a review may be lodged. This may be by an appointed complaints officers or a more
senior officer.

Who will conduct internal reviews?

The following positions are responsible for reviewing complaints as a result of an appeal:
   Complaints relating to investigation by                 Review officer
   Chief Executive Officer (CEO)                           Mayor
   Director or Branch Manager                              CEO or Executive Manager

How will an internal review be conducted?
          The reviewing officer will investigate the manner in which the complaint was originally
           handled and the remedial action taken.
          If, after investigation, the reviewing officer is satisfied with the process and the
           remedial action taken, he/she will inform the complainant accordingly.
          If the reviewing officer is not satisfied with the manner in which the complaint was
           handled or the remedial action taken, he/she will:
             o counsel the officer who initially handled the complaint;
             o institute action to achieve the desired result;
             o inform the complainant of the outcome of his/her review.

          In the case of reviews undertaken by the CEO or Executive Manager, he/she will inform
           the Mayor.

Note 1:    If the complainant remains dissatisfied, further consideration should be given to options that
           may be available to achieve a settlement. This may include conciliation, mediation, or further
           direct negotiations over remedying the grievance.

Note 2:    In replying to the complainant, the reviewing officer shall explain that, if the complainant is
           unhappy with the manner in which the complaint has been handled or the result, an
           appeal may be lodged with either the Office of the Ombudsman or the Crime and
           Misconduct Commission.

Third-tier External Reviews
If a person feels that the Council has not properly dealt with a complaint internally, that person may
wish to refer the matter to any of the following Appeal Agencies:




Noosa Council                                                                                     Page 3 of 4