feedback and complaints to continually improve its processes and service
established an Administrative Action Complaints Policy for dealing with and resolving administrative
action complaints. The policy has been developed to provide consistency and
fairness when dealing with administrative action complaints, with a focus on:
- promoting the fair,
efficient and consistent treatment of complaints about the administrative
actions of the Council;
- detecting and rectifying
administrative practices which can be improved by Council;
- raising greater
awareness of the complaints process with Council's staff and the community;
- enhancing the
community's confidence in Council's complaints process; and
- building the capacity
of staff to effectively manage complaints and foster an attitude of continuous
Complaints that fall
under the terms of the policy must
be actioned in accordance with the policy.
How to lodge a complaint
A complaint may be made in any of the following ways:
The Council recommends
that you complete and submit the Council’s administrative action complaint form. Written complaints should be addressed to the
Anonymous complaints will be accepted.
information that you provide to Council will be handled in accordance with
Council’s Information Privacy Plan.
If you require interpreter services,
or have special communication needs to complete an administrative action
complaints form, please contact Council for assistance.
How long will it take?
Council will endeavour
to meet the following timeframes when dealing with a complaint:
- Urgent matters -
within seven business days;
- Non-urgent, internally
investigated complaints where the complaint is not considered to be complex -
within 25 business days; and
- Complex or externally
investigated complaints - within 45 business days.
The timeframe for
dealing with a complaint is measured from the date the complaint is received to
the date that the complainant is informed of the decision on the complaint.
If you require further
information, please contact Council.