Complaints Management Process
Council has a formal complaint management process to provide residents and customers with the opportunity to request an administrative review of decisions made by Council. Complaints can be made in relation to the length of time, quality or how an officer has treated a customer and where there are no other appeal provisions available.
Council welcomes feedback from its customers and it is used to improve the future delivery of products and services.
Council’s Administrative Action Complaints Policy outlines Council’s key objectives in promoting public confidence in Council. By ensuring openness and transparency in handling applications for administrative review of decisions made about its services and products, Council’s commitment to good governance.
How to lodge a complaint
If you have not previously raised this matter or lodged a complaint with Council, you must first contact Council. This complaints process is not about raising a “request for service”, it is about making a complaint about the service provided or staff involved in providing the service.
You are encouraged to play an active part in the resolution of the problem by providing Council with as much relevant information as possible and any supporting evidence to enable a solution to be found. Your involvement in the complaint resolution is encouraged. However, if your behaviour is inappropriate, contact with you may be reduced, restricted or in some cases, contact may be ceased.
If you remain dissatisfied with the action taken at that level, you are encouraged to put your complaint in writing by completing the complaint form.
- Download and complete the Application for Administrative Action Review
Council will acknowledge receipt of your written complaint within two (2) working days. Council makes every effort to assist in making a complaint and consideration will be given to providing specific services for this to be achieved.
Complaints can be made as follows:
- By telephone on 1300 696 272 or in person through a Customer Service Centre
- Email to firstname.lastname@example.org
- In writing to PO Box 390, Gayndah Qld 4625
Anonymous complaints will be treated on their merits like any other complaint, however anonymous complaints can be difficult to investigate and respond to. Anonymous complaints may not able to be actioned without further information from the complainant. Therefore, depending upon the subject matter, anonymous complaints may be assessed by the Complaints Officer to determine if any action is possible or required.
Handling of the personal information of a person making a complaint will be in accordance with the Information Privacy Act 2009.
Dealing with a Complaint
Once a complaint form has been received, Council is generally obliged to make a decision within twenty (20) business days.
After the above process is complete, in the event that you remain dissatisfied with the review undertaken by Council under this process you may refer the matter to an external complaint management body, such as the Queensland Ombudsman’s Office.