Competitive neutrality complaints

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

Council has a Complaint Management Policy(PDF, 145KB) which outlines Council’s process for receiving, investigating and responding to all customer complaints. Council's Competitive Neutrality Complaints Operational Directive further defines the process for handling complaints. This is a requirement under section 48 of the Local Government Act 2009.

Under the Local Government Regulation 2012, complainants must make a genuine attempt to resolve concerns with Council. The directive outlines a preliminary review process, which is undertaken by the Preliminary Review Officer. This process aims to resolve complaints via consultation. Participation in the review process is Council's preferred way of establishing a genuine attempt at resolution.

What is a competitive neutrality complaint?

A competitive neutrality complaint is a complaint that:

  • relates to the failure of Council to conduct a business activity under the competitive neutrality principle; and
  • is made by an affected person.

Council may undertake a supply of goods/services business activity in competition, or potential competition, with the private sector. Council uses the competitive neutrality principle to apply the code of competitive conduct to business activities. Council does this by:

  • removing any competitive advantage or competitive disadvantage, wherever possible and appropriate; and
  • promoting efficient use of resources to ensure markets are not unnecessarily distorted.

How to lodge a complaint

A competitive neutrality complaint can be made:

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

For help translating, contact the Translating and Interpreting Service (TIS) National

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

How long will it take?

Council aims to meet the following time frames:

  • The Preliminary Review Officer must, within 7 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 written complaint, the officer is required to develop a draft response. The draft response is then provided to the complainant, requesting feedback.
  • On receiving the officers findings and the complainant’s feedback, the CEO or nominee must prepare and send a final response to the complainant.

Further complaints process

Any person who is not satisfied with Council’s response to a competitive neutrality complaint, can seek a formal investigation by the Queensland Competition Authority. If you need further information, contact Council.