Competitive neutrality complaints

Council welcomes feedback and is committed to continually improving its processes and service delivery.

Council has established a Competitive Neutrality Policy which outlines Council’s process for resolving Competitive Neutrality Complaints. Under section 48 of the Local Government Act 2009, Council is required to adopt a process for resolving Competitive Neutrality Complaints. 

Prospective complainants should note that the Local Government Regulation 2012 requires every complainant to make a genuine attempt to resolve concerns relating to perceived non-compliance with the Competitive Neutrality Principles with Council before those concerns can trigger an investigation by the Queensland Productivity Commission.

To this end, Council has included in its Policy a Preliminary Review Process (outlined below). The aim of the Preliminary Review Process is to resolve Competitive Neutrality Complaints through a process of consultation. Participation in the Preliminary Review Process is Council’s preferred means of establishing that a complainant has made a genuine attempt to resolve a Competitive Neutrality Complaint as required by the Local Government Regulation 2012.

Competitive Neutrality Complaints as defined by this Policy must be actioned in accordance with the Policy.

How to lodge a complaint

A Competitive Neutrality Complaint may be made in any of the following ways:

If you require assistance due to a hearing or speech impairment, contact the National Relay Service.

If you require translation assistance, contact the Translating and Interpreting Service (TIS) National

Anonymous complaints will be accepted. Any personal information that you provide to Council will be handled in accordance with Council's Information Privacy Plan(PDF, 132KB).

How long will it take?

Council will endeavour to meet the following time frames when dealing with a Competitive Neutrality Complaint:

  • The Preliminary Review Officer must, within 10 business days of receiving the written complaint, acknowledge its receipt in writing and request any further information required to properly consider the complainant’s concerns.
  • Within 45 days of receiving the complainant’s written complaint, the Preliminary Review Officer is required to develop a draft response which is provided to the complainant requesting their views on that draft response.
  • On receiving the Preliminary Review Officer’s findings and the complainant’s views on the draft response, the CEO or nominee must prepare and send a final response to the complainant. This final response include details of how to make a formal complaint to the Queensland Productivity Commission should the complainant be dissatisfied with the adopted response.

Further complaints process

Any person who is not satisfied with Council’s response to a Competitive Neutrality Complaint under this Policy, is able seek a formal investigation by the Queensland Productivity Commission. If you require further information, contact Council.