Administrative Action Complaint Process

COUNCIL POLICY – ADMINSTRATION ACTION COMPLAINTS PROCESS




              The Office of the Ombudsman
              GPO Box 3314
              BRISBANE Q 4001
              Telephone: (07) 3005 7000

              Crime and Misconduct Commission Queensland
              GPO Box 3123
              Brisbane Q 4001
              Telephone:           (07) 3360 6060


2.            MONITORING AND REVIEW
How are administrative complaints recorded
A register of all administrative complaints will be maintained by Council and a quarterly report will be
provided to the Chief Executive Officer.
In accordance with the requirements of the Local Government Act a report will be included in Council’s
annual report relating to administrative complaints.


DEFINITION
An administrative action complaint is a complaint made by a person directly affected by an
administrative action. It is an expression of dissatisfaction about a service or any associated
administrative matter provided or the performance of staff in providing that service or associated
administrative matter. It does not include representations which debate or challenge the substance of
council’s policies, programs or regulatory powers.


OTHER RELATED DOCUMENTS
         Australian Standard Complaints Handling AS4269-1995
         Quality Management ISO 10002 2004 – Customer Satisfaction – Guidelines for Complaints
          Handling in Organisations
         Commonwealth Ombudsman publication "Better Practice Guide to Complaint Handling 2009"


CONTACT
Executive Office

Version control:

    Version      Reason/ Trigger                    Change (Y/N)   Endorsed/ Reviewed by   Date

    1.0          New                                Y              Council                 29 May 2014

                 Eg. Review




Noosa Council                                                                                     Page 4 of 4